Customer Success Manager

• 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.

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