# Lead - Customer Success

**Company**: Freshworks
**Location**: Chennai, India
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://jobs.smartrecruiters.com/Freshworks/744000158438110-lead-customer-success?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_63731037-e07

## Description

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.

**Roles & Responsibilities**

- 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.

**QUALIFICATIONS**

- 7-10 years of experience in Customer Success, Account Management, or Consulting, preferably in a SaaS or product company.

- Proven track record of managing enterprise customer accounts in India.

- Experience in driving technology adoption, customer value realization, and expansion strategy.

- Strong relationship-building skills at all levels,including executive stakeholders.

- Demonstrated ability to manage escalations, renewals, and portfolio prioritization.

## Skills

### Required
- Customer Success
- Account Management
- Consulting
- SaaS
- Product Management
- Relationship Building
- Escalation Management
- Renewal Management
- Portfolio Prioritization
- Strategic Engagements
- Business Reviews
- Change Management
- Project Management
- Multitasking
- Communication
- Influence

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Source: [Apply at jobs.smartrecruiters.com](https://jobs.smartrecruiters.com/Freshworks/744000158438110-lead-customer-success?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)