Lead - Customer Success

About the role

Freshworks is looking for an experienced professional to guide strategic accounts in the ANZ, APMEA, and India regions. You will serve as a primary advisor for Freshservice, ensuring clients achieve their business goals while managing the full post-sales lifecycle. In this capacity, you will act as the central point of contact for key decision-makers, aligning their strategic objectives with the capabilities of the Freshservice platform. Your focus will be on driving measurable business outcomes through disciplined adoption and continuous value realization. You will own the narrative of success for each account, translating product functionality into tangible business results. This role requires a proactive mindset to anticipate client needs and address challenges before they escalate. You will leverage data and stakeholder feedback to refine your approach and demonstrate the return on investment of the Freshservice solution. Ultimately, you will be responsible for fostering long-term partnerships that transform customers into strategic advocates.

Key facts

What you'll do

• Conduct comprehensive portfolio analyses for strategic accounts to map adoption patterns and identify usage gaps.
• Architect and facilitate executive business reviews that align customer milestones with Freshservice roadmap initiatives.
• Engineer multi-tiered success plans that outline clear adoption metrics, training requirements, and value checkpoints.
• Partner with the sales organization to identify and qualify expansion opportunities within existing customer environments.
• Synthesize input from support tickets, product analytics, and client feedback to form actionable insights for cross-functional teams.
• Orchestrate seamless collaboration between product specialists, support engineers, and professional services to resolve complex client scenarios.
• Mentor internal stakeholders on Freshservice capabilities to ensure consistent and accurate communication of features and benefits.
• Monitor health scores and engagement metrics to trigger proactive interventions for at-risk accounts.
• Document standardized playbooks for common strategic initiatives to ensure scalability across the customer portfolio.
• Evaluate the effectiveness of new feature releases and drive their integration into client workflows to maximize utilization.
• Establish a governance framework for regular touchpoints, ensuring cadence aligns with executive and operational priorities.
• Act as the authoritative voice for the customer within the organization, consolidating requirements for internal alignment.
• Leverage CRM data to forecast renewal probabilities and identify triggers that necessitate specific engagement strategies.
• Champion the adoption of industry best practices to ensure clients derive maximum efficiency from their investment.

Requirements

• You must possess a minimum of 7 years of cumulative professional experience in Customer Success, Technical Account Management, or Account Management roles within the SaaS sector.
• You are required to have direct experience managing enterprise or strategic accounts specifically within the ANZ, APMEA, or India geographic markets.
• You must demonstrate a solid understanding of ITSM concepts and enterprise-level SaaS software models.
• You must have a proven track record of successfully managing renewals, retention initiatives, and high-level executive stakeholder relationships.
• You must exhibit strong analytical problem-solving capabilities and advanced verbal and written communication skills.
• You must be proficient in navigating complex organizational structures and influencing without direct authority.
• You must have experience working with CRM systems to maintain accurate account intelligence and forecast accuracy.
• You must be comfortable working in a fast-paced environment that requires adaptability and strict adherence to service level expectations.

Nice to have

• You are likely to have hands-on proficiency with Salesforce as a primary CRM tool.
• You are likely to possess practical knowledge of ITIL processes or ITSM platforms such as ServiceNow or Freshservice.

Skills & tools

• Customer Success Management
• Strategic Account Planning
• SaaS Enterprise Solutions
• ITSM and Employee Experience workflows
• Salesforce
• ITIL framework

Practical notes

Freshworks is an equal opportunity employer that values diversity across all backgrounds and identities. This role is strictly an individual contributor position focused on the specified international territories.