Lead - Customer Success (Top Tier)

Company Description

About Freshworks



Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

Freshworks has received numerous accolades including 2019 Startup of the Year form Economic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.



While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation.

Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at www.Freshworks.com.



At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose and passion, irrespective of their background, gender, race, sexual orientation, religion or ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, our communities and our business.

Job Description

Job Role



Lead Customer Success will make sure the team builds relationships with key stakeholders, acting as an escalation point for issues that impact client success and responding to retention risks and opportunities. As Team Lead, your position will be to make sure your team aims to expand its customers’ adoption, retention, and ultimately, success.



Job Summary



Professionally manage your team of Customer Success Managers build customer relationships with a portfolio of assigned accounts

Make sure your team meets and exceeds customer retention goals and ensure consistently high retention rates

Build and maintain strong, trusted working relationships with key decision-makers and power users starting from onboarding and throughout the customer lifecycle

Gain a thorough understanding of assigned client’s needs, objectives, and processes to ensure that they successfully adopt and deploy Freshworks suite of products

Ensure that customers derive maximum value from Freshworks and collaborate with the sales team to help upsell additional services, integrations, and features

Identify risks to client success and aggressively/proactively engage the client whenever there’s an identified retention issue

Develop and execute retention plans for customers who may be at risk

Drive resolution of escalated account issues in coordination with Billing, Support, and other departments

Gain and maintain expert knowledge of Freshworks’s products and services

Be a voice for accounts internally and help senior leadership understand product concerns, shortcomings, and missing features that are retention risks

Manage contract related inquiries, questions, and issues from clients and other departments

Liaise with other team leaders to make sure that Freshworks’s clients are getting the best service possible  

Qualifications

Desired Candidate Profile



7 to 12 years proven success in Customer Success or Account Management role for a SaaS/product company

Experience with account portfolio planning, management, and prioritization

High attention to detail and willingness to get “in the weeds” to fix a problem

Knowledge of customer success best practices

Experience driving client adoption of technology or software product

Exceptional communication and relationship management skills

Additional Information

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.