Lead Customer Success (Top-Tier Accounts)

Freshworks is seeking a Lead - Customer Success to help manage and grow some of Freshworks largest accounts. 

Our Lead - Customer Success are responsible for driving product adoption retention and account growth across a portfolio of customers. With deep domain expertise in Helpdesk Chat AI and Telephony they serve as a consultative partner to customers- engaging at key points in the lifecycle to align Freshworks solutions to business goals. By delivering tailored recommendations based on customer maturity and industry best practices they help customers realize measurable value minimize churn risk and identify strategic expansion opportunities in collaboration with Sales.

Internally they act as a key conduit of customer insight - partnering cross-functionally with Sales Product Engineering Support and Marketing to ensure the voice of the customer shapes roadmap priorities innovation efforts and go-to-market alignment.

• Build and nurture relationships with Mid-Market and Enterprise customers by aligning Freshworks solutions to their strategic goals and EX vision.

• Create and manage detailed success plans tied to customer business objectives key milestones and desired outcomes to ensure consistent engagement and value realization

• Track and analyze product usage patterns to proactively identify risks improve adoption and deliver measurable business impact.

• Lead strategic conversations using benchmarks best practices and maturity assessments to guide customers toward their future-state goals.

• Provide guidance on AI capabilities industry trends and the Freshworks roadmap to help customers adopt innovative solutions that improve operational efficiency.

• Plan and deliver impactful quarterly business reviews tailored to customer goals focusing on ROI usage metrics and strategic alignment; travel onsite as needed.

• Build trusted stakeholder relationships to detect and address competitive risks early strengthening customer confidence in Freshworks.

• Act as the primary point of contact for success-related initiatives managing escalations with urgency and coordinating across teams to ensure resolution.

• Represent the voice of the customer within Freshworks sharing actionable insights with Product Engineering Support and Marketing to influence product evolution and customer-centric decisions.

• Partner with Sales to drive account expansion by uncovering new teams geographies or product opportunities in alignment with customer growth plans.

Qualifications :

• 5-7 years of experience in managing Mid-Market and/or Enterprise-level accounts
• Experience working with multiple levels of customer stakeholders technical admins C-level executives and procurement teams
• Proven track record of identifying and collaborating on expansion opportunities and strategies with Sales and account teams
• Proven track record of planning for a portfolio of engagements on-time deliveries cross-group collaboration and critical thinking is required
• Functional domain/technical knowledge of EX solutions best practices and customer insights to remove blockers and lead key resources internally and externally to proactively support customers success plan. Freshworks knowledge is a bonus
• Proven ability to quickly grasp and distinctly explain technological and business concepts including demonstrating SaaS functionality to customers. 
• High-level understanding of enterprise architecture principles and familiarity with the Customer Experience application landscape common amongst Enterprise companies.
• Bachelors Degree or equivalent career experience.

Additional Information :

This role is based in the Toronto Area and the expected base salary range for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background training work experience business needs and market demand. Therefore in some circumstances the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future. This role is also eligible for a variable bonus. 

Compensation Package

$158400-$227700 CAD Base Salary Variable Compensation (where applicable)

Freshworks offers multiple options for dental medical vision disability and life insurances. Equity ESPP flexible PTO flexible spending commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

At Freshworks we have fostered an environment that enables everyone to find their true potential purpose and passion welcoming colleagues of all backgrounds genders sexual orientations religions and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant richer environment that boosts the goals of our employees communities and business. Fresh vision. Real impact. Come build it with us.

Remote Work :

Yes

Employment Type :

Contract