Lead - Customer Success (North America)

Company Description

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM).

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

Job Description

As a Customer Success Lead, your primary responsibility will be to engage with our clients, build strong relationships, and ensure they get the most value from our suite of products.

Key Responsibilities
Customer Relationship Management:
Build and nurture customer relationships with a portfolio of assigned accounts, post onboarding through the entire customer lifecycle.
Retention Excellence: Focus on ensuring high customer retention rates and meeting retention goals.
Stakeholder Engagement: Develop and maintain trusted working relationships with key decision-makers and power users within client organizations.
Client Understanding: Gain a deep understanding of your assigned clients' needs, objectives, and processes to facilitate successful adoption of Freshworks products.
Value Maximization: Collaborate closely with the sales team to identify opportunities for upselling additional services, integrations, and features that enhance client success.
Proactive Risk Mitigation: Identify and proactively address risks to client success, engaging clients whenever retention issues are identified.
Retention Planning: Develop and execute retention plans for clients at risk of churn, ensuring their continued satisfaction.
Issue Resolution: Drive the resolution of escalated account issues, working closely with Billing, Support, and other departments.
Product Expertise: Maintain an expert level of knowledge regarding Freshworks products and services.
Client Advocacy: Represent client interests internally, communicating product concerns, shortcomings, and missing features that may pose retention risks to senior leadership.
Contract Management: Manage inquiries, questions, and issues related to contracts from clients and other departments.

Qualifications

• Proven success in a Customer Success or Account Management role for a SaaS/product company, with 7 to 12 years of experience.
• Expertise in account portfolio planning, management, and prioritization. Strong attention to detail and a proactive approach to problem-solving.
• In-depth knowledge of customer success best practices. Experience driving client adoption of technology or software products.
• Exceptional communication and relationship management skills. If you are passionate about customer success, thrive in a fast-paced environment, and are ready to make a significant impact as an Individual Contributor in our team, we encourage you to apply for this exciting opportunity.

Note: This is an individual contributor role and it functions in the US shift.

Additional Information

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.