Company Description
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Job RoleLead Customer Success will make sure the team builds relationships with key stakeholders, acting as an escalation point for issues that impact client success and responding to retention risks and opportunities. As Team Lead, your position will be to make sure your team aims to expand its customers’ adoption, retention, and ultimately, success.Job SummaryProfessionally manage your team of Customer Success Managers build customer relationships with a portfolio of assigned accountsMake sure your team meets and exceeds customer retention goals and ensure consistently high retention ratesBuild and maintain strong, trusted working relationships with key decision-makers and power users starting from onboarding and throughout the customer lifecycleGain a thorough understanding of assigned client’s needs, objectives, and processes to ensure that they successfully adopt and deploy Freshworks suite of productsEnsure that customers derive maximum value from Freshworks and collaborate with the sales team to help upsell additional services, integrations, and featuresIdentify risks to client success and aggressively/proactively engage the client whenever there’s an identified retention issueDevelop and execute retention plans for customers who may be at riskDrive resolution of escalated account issues in coordination with Billing, Support, and other departmentsGain and maintain expert knowledge of Freshworks’s products and servicesBe a voice for accounts internally and help senior leadership understand product concerns, shortcomings, and missing features that are retention risksManage contract related inquiries, questions, and issues from clients and other departmentsLiaise with other team leaders to make sure that Freshworks’s clients are getting the best service possible
Desired Candidate Profile7 to 12 years proven success in Customer Success or Account Management role for a SaaS/product companyExperience with account portfolio planning, management, and prioritizationHigh attention to detail and willingness to get “in the weeds” to fix a problemKnowledge of customer success best practicesExperience driving client adoption of technology or software productExceptional communication and relationship management skills
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.
