Lead Customer Success

As an enterprise Customer Success Lead your primary responsibility will be to engage with our clients build strong relationships and ensure they get the most value from our suite of products.

Key Responsibilities:

• Customer Relationship Management: Build and nurture customer relationships with a portfolio of assigned accounts post onboarding through the entire customer lifecycle.

• Retention Excellence: Focus on ensuring high customer retention rates and meeting retention goals.

• Stakeholder Engagement: Develop and maintain trusted working relationships with key decision-makers and power users within client organizations.

• Client Understanding: Gain a deep understanding of your assigned clients needs objectives and processes to facilitate successful adoption of Freshworks products.

• Value Maximization: Collaborate closely with the sales team to identify opportunities for upselling additional services integrations and features that enhance client success.

• Proactive Risk Mitigation: Identify and proactively address risks to client success engaging clients whenever retention issues are identified.

• Retention Planning: Develop and execute retention plans for clients at risk of churn ensuring their continued satisfaction.

• Issue Resolution: Drive the resolution of escalated account issues working closely with Billing Support and other departments. 

• Product Expertise: Maintain an expert level of knowledge regarding Freshworks products and services.

• Client Advocacy: Represent client interests internally communicating product concerns shortcomings and missing features that may pose retention risks to senior leadership.

• Contract Management: Manage inquiries questions and issues related to contracts from clients and other departments.

Qualifications :

• Proven success in a Customer Success role for a SaaS/product company with 7-11 years of overall work experience.

• Expertise in account portfolio planning management and prioritization. Strong attention to detail and a proactive approach to problem-solving.

• In-depth knowledge of customer success best practices. Experience driving client adoption of technology or software products.

• Exceptional communication and relationship management skills. If you are passionate about customer success thrive in a fast-paced environment and are ready to make a significant impact as an Individual Contributor in our team we encourage you to apply for this exciting opportunity.

• Note: This is an individual contributor role.

Additional Information :

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 :

No

Employment Type :

Full-time