Lead - Customer Success
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Job Description
Overview
We are looking for a strategic and customer-obsessed Lead - Customer Success
professional to manage key enterprise accounts and drive long-term customer value. In
this role, you will be responsible for building and nurturing high-impact relationships
with decision-makers and end users, ensuring adoption, expansion, and retention of the
Freshworks suite of products.
You will serve as the trusted advisor to your portfolio of customers, deeply
understanding their goals and workflows, proactively resolving issues, and acting as the
internal voice of the customer. This role demands a mix of consultative engagement,
cross-functional collaboration, and a data-driven approach to customer health and
growth.
Roles & Responsibilities
Customer Relationship Management
• Own and grow relationships with a portfolio of high-value enterprise customers.
• Build and maintain trusted partnerships with key stakeholders, power users, and
executive sponsors throughout the customer lifecycle.
• Drive customer satisfaction, retention, and advocacy through regular business
reviews and strategic engagements.
Customer Success Planning & Adoption
• Understand customer objectives, use cases, and success metrics to build
tailored success plans.
• Guide onboarding and implementation in collaboration with Professional
Services and ensure strong product adoption.
• Identify opportunities for expanding Freshworks product usage and partner with
Sales on upsell and cross-sell initiatives.
Risk Management & Escalation Handling
• Monitor account health and proactively identify risks to retention or satisfaction.
• Create and execute mitigation plans for at-risk customers and address churn
signals early.
• Lead resolution of escalated issues by coordinating with internal teams
(Support, Billing, Product, etc.).
Product & Process Advocacy
• Maintain deep expertise in Freshworks products, features, and use cases.
• Serve as a voice of the customer internally—sharing product feedback, feature
requests, and pain points with relevant stakeholders.
• Support contract-related discussions and serve as the go-to contact for
account-level inquiries.
Cross-functional Collaboration
• Partner with team leads from Sales, Support, and Implementation to ensure a
seamless customer experience.
• Share insights and trends with Customer Success leadership to improve internal
processes and playbooks.
Requirements
Function: Other
Experience Level: Mid-Senior Level