Lead - Customer Success - Remote

Overview

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.

In Short

• Own the customer as the primary point of contact, defining a success plan with deliverables.
• Work closely with Account Managers to develop account plans for all customers.
• Partner with Account Managers to identify and close expansion opportunities.
• Deliver seamless 360-degree support to meet customer needs.
• Build in-depth relationships and understand customers' business goals.
• Influence C-level stakeholders by advocating the 'Customers for Life' philosophy.
• Provide coaching and education to improve product adoption.
• Manage risk through proactive touchpoints and resolution strategies.
• Turn successful customers into advocates through various engagement methods.
• Collaborate with internal stakeholders to complete customer goals.

Requirements

• Fluent in Portuguese and Spanish.
• 5+ years of Customer Success or related experience in a B2B environment.
• Experience presenting technology products and consulting on customer needs.
• Proven track record in growing customer relationships.
• Experience managing a book of business in technology.
• Experience working with C-level/SVP-level executives.
• Experience with executive business reviews and presentations.
• Ability to demonstrate product functionality and key business use cases.
• Experience influencing change in complex organizations.
• Comfortable in a fast-paced, global team environment.

Benefits

• Creating a global workplace that enables everyone to find their true potential.
• Commitment to providing equal opportunity for all.
• Diversity in the workplace creates a vibrant work environment.