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.