Lead - Customer Success

Company Description

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. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 70,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM).

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

Job Description

Freshworks is seeking a Lead - Customer Success to help manage and grow some of Freshworks’ largest accounts. Our Customer Success Managers (CSM) consult on a spectrum of Customer Support/Experience (CX) and Employee Experience (EX) solutions from the Freshworks SaaS suite with a wide array of customers. 

Please note that this is an individual contributor role. This is a hybrid role that requires an in-office presence 3 days/week (Tuesday-Thursday).

Our Customer Success Leads 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 Customer Success Leads have a key role internally as well - Armed with key customer insight and knowledge, a Lead - Customer Success works with the sales, product, engineering, support, and marketing teams to bring the voice of customers inside Freshworks.

• 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. 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. 

Qualifications

• 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 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.  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 IT application landscape common amongst Enterprise companies.

• Bachelor’s Degree or equivalent career experience.

Additional Information

Please note this is a hybrid role that requires an in-office presence 3 days/week (Tuesday-Thursday).

This role is based in the Seattle Metro Area and the expected base salary range for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future. This role is also eligible for a target bonus

Compensation Package

$112,100-$161,115 USD Base Salary + Variable Compensation (where applicable)

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.

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.