Lead - Customer Success - Remote

Overview

Freshworks is seeking a Lead - Customer Success to help manage and grow some of Freshworks’ largest accounts, focusing on retention, minimizing churn, and driving product adoption.

In Short

• Manage and grow Freshworks’ largest accounts.
• Consult on Customer Support/Experience (CX) and Employee Experience (EX) solutions.
• Drive product adoption and minimize churn.
• Collaborate with Sales to identify expansion opportunities.
• Work with internal teams to represent customer insights.
• Analyze customer usage data to improve outcomes.
• Facilitate regular customer meetings and reviews.
• Travel as needed for client engagements.

Requirements

• 5-7 years in customer-facing technical roles.
• Experience managing Mid-Market and Enterprise accounts.
• Ability to work with various customer stakeholders.
• Track record of identifying expansion opportunities.
• Strong planning and collaboration skills.
• Domain knowledge of CX or EX solutions.
• Ability to explain technical and business concepts.
• Bachelor’s Degree or equivalent experience.

Benefits

• Medical, dental, vision, and life insurance options.
• Flexible time off and paid US holidays.
• Commuter benefits and wellness programs.
• Adoption and parental leave benefits.