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 65,000 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 looking for a Lead - Customer Success to join our team. Being a customer champion is part of our culture and a guideline for everything we do. Our Customer Success team plays a central role in this effort and is the primary driver to retain and develop our existing customers. 

As a Lead - Customer Success, you will act as a strategic consultant and trusted advisor to our Mid-Market and Enterprise customers. You will engage with key partners and help them use the Freshworks platform fully. 

Responsibilities: 

• 'Own the customer' as the primary point of contact, defining a success plan with deliverables, and ensuring clear communication across all activities of the customers' post-sale journey

• Work closely with Account Managers to develop account plans for all of your customers which will be the roadmap for account expansion

• Partner with Account Managers to help ensure expansion opportunities are identified and closed successfully

• Work closely with professional services, support, and partners to deliver seamless 360-degree support to meet customer needs

• Be consultative and build in-depth relationships and a complete understanding of the customers' business goals and objectives

• Build credibility, and relationships, and influence C-level stakeholders by advocating our 'Customers for Life' philosophy 

• Be passionate about the products, and understand the outcomes the Freshworks product and its features deliver to customers' goals; be able to quantify impact with a value assessment framework and ROI models

• Provide coaching and education to improve adoption of the Freshworks product(s)

• Identify, clearly communicate, and manage risk throughout the year through proactive touchpoints and taking the lead in developing resolution strategies

• Identify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars, and blogs

• Introduce and implement new products and features to your customers based on needs that you have uncovered in your strategic conversations

• Collaborate with internal stakeholders (Engineering, Product, Sales, Support, etc.) to complete customer goals, be the "Voice of the Customers" to provide visibility and/or escalations, and maintain strong reference ability across your book of customers

Qualifications

• Candidates are required to be fluent in Portuguese and Spanish

• At least 5+ years of Customer Success or related experience in a B2B environment working with mid-market and enterprise-level customers. 

• Experience in presenting a technology suite of products within an existing portfolio of accounts as well as consulting and translating customer business and technology needs into technology solutions

• Experience in proactively growing customer relationships while being curious to understand client's business needs

• Prior experience in an environment where you managed a book of business in technology which included significant growth in net new opportunities 

• Experience working closely with C-level/SVP-level executives as customers

• Experience with executive business reviews and similar Sr. level presentations

• Ease demonstrating product functionality; ability to provide a comprehensive overview of key business use cases

• Experience influencing change in complex organizations

• Comfortable working in a fast-paced, global team

Additional Information

This role is based in the Tampa 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
$98,400-$141,450 USD Base Salary + Variable Compensation

Freshworks Benefits: Freshworks offers multiple options for medical, dental, vision, disability and life insurance. Flexible time off (plus paid US holidays), commuter benefits (attached to a flexible spending account) 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.