Lead - Customer Success

Freshworks • San Mateo, CA

10h • Hybrid

About The Position

Freshworks is seeking a Lead - Customer Success to help manage and grow some of Freshworks’ largest accounts. Our Customer Success team consults on a spectrum of Customer Support/Experience (CX) and Employee Experience (EX) solutions from the Freshworks SaaS suite with a wide array of customers.
Our Lead - Customer Success team members are responsible for retention, minimizing churn/contraction risk while driving product adoption, and identifying expansion opportunities to then collaborate with Sales. We do this by demonstrating the value of Freshworks in business discussions with our customers by engaging with customers at specific points in their lifecycle, providing them experiences and recommendations based on their maturity. The goal is to enable our customers to become successful and enthusiastic Freshworks champions.
Our Lead - Customer Success team members have a key role internally as well - Armed with key customer insight and knowledge, they work with the sales, product, engineering, support, and marketing teams to bring the voice of customers inside Freshworks.

Please note: This is a hybrid role that will be based in San Mateo, CA and requires an in-office presence three days per week (Tuesday - Thursday).

Requirements

• 5+ years’ experience working in customer-facing technical roles (in Customer Success, consulting, or related discipline)
• 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 CX or EX solutions, best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer's success plan.
• 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 IT application landscape common amongst Enterprise companies.
• Bachelor’s Degree or equivalent career experience.

Nice To Haves

• Freshworks knowledge is a bonus

Responsibilities

• Build and foster strong relationships with your portfolio of managing our Mid-Market & Enterprise segments customers to minimize churn and contraction and drive expansion by partnering with our customer's technical and business executive leadership team by proactively guiding customers' technical adoption journey and enabling them to deliver innovation and demonstrable business value to their end business users.
• Work with the Account Manager to manage all aspects of the account including defining account penetration, engagement, renewal and growth strategy.
• Proactively analyze customer’s product usage data and take necessary actions to mitigate risk, improve product adoption, business value outcomes and reduce churn. The Lead - Customer Success ensure successful renewal.
• Partner with customer-facing account teams and executives (Sales, Renewals, Advocacy, Professional Services, Product, Engineering, and partners) on overall platform success, to accelerate customer's time-to-value journey and to protect recurring renewal revenue and expand customer NRR (Net Retention Rate)
• Develop and apply domain/technical knowledge of the Freshworks platform, our best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer's success plan.
• Act as the customer's first point of contact and liaison between customer and internal teams. Handle complaints, problems and escalations in timely, and effective manner
• Facilitate, organize and lead regular customer meetings, product feedback sessions, quarterly business reviews
• Travel as needed.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level