Lead - Customer Success

Freshworks•Boston, MA

1d•Hybrid

About The Position

Freshworks is seeking a Lead - Customer Success to help manage and grow some of Freshworks’ largest accounts. Our Lead - Customer Success team members consult on a spectrum of 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. . 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. Please note: This is a hybrid role that will be based in Boston, MA and requires an in-office presence three days per week (Tuesday - Thursday).

Requirements

5-7 years of 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 EX/ITSM solutions, best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer's 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 Employee Experience application landscape common amongst Enterprise companies.
Bachelor’s Degree or equivalent career experience.

Nice To Haves

Freshworks knowledge is a bonus

Responsibilities

Build and nurture relationships with Mid-Market and Enterprise customers by aligning Freshworks solutions to their strategic goals and 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.
Travel as needed to meet customers and strengthen relationships while delivering value.