Lead - Customer Success

About the role

This position centers on owning strategic success for a defined portfolio of accounts. Daily responsibilities involve guiding clients to unlock value from the Freshworks suite of products. The role requires acting as a strategic trusted advisor while actively preventing revenue risk. You will map business workflows and advocate for product adoption to drive expansion. You are expected to translate complex product capabilities into clear narratives that resonate with executive stakeholders. The position demands a proactive stance in identifying signals of churn and driving interventions before risks materialize. You will serve as the primary link between customer aspirations and the strategic capabilities of the Freshworks platform. Success in this role is measured by the depth of adoption and the expansion of footprint within your assigned accounts.

Key facts

What you'll do

Establish the standard for account guidance across customer segments.

Architect tailored product demonstrations specifically for large enterprise accounts.

Champion the latest product roadmap items to key stakeholders within the organization.

Analyze customer usage data to identify opportunities for improved efficiency.

Coordinate with engineering and sales teams to resolve complex customer cases.

Own the stakeholder mapping process for critical customer relationships.

Conduct business reviews to track customer health and satisfaction levels.

Defend the customer journey during cross-functional planning and decision sessions.

Evaluate current toolsets to identify and remove process inefficiencies.

Document success playbooks to replicate wins across different markets.

Translate high-level business outcomes into specific feature adoption targets.

Collaborate with Customer Marketing to develop compelling case studies and references.

Monitor product usage trends to forecast renewal risks and expansion opportunities.

Develop and maintain a 360-degree view of the customer executive and economic buyer.

Drive initiatives that enhance product stickiness and reduce time-to-value for clients.

Requirements

You must hold prior experience in SaaS Customer Success roles.

You need the ability to explain complex vendor concepts clearly to various audiences.

You should understand how to derive insights from engagement metrics and data.

You are required to manage portfolios that span both Mid-Market and Enterprise segments.

You must maintain strict compliance with security and information processes.

You should possess strong written and verbal communication skills in English.

You are expected to demonstrate experience with CRM tools and analytics platforms.

You must be willing to travel internationally for customer meetings as required.

Nice to have

Not applicable.

Practical notes

Our commitment

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion. We welcome colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business.

Our business

Organizations everywhere struggle under the crushing costs and complexities of software solutions that promise to simplify their lives. They seek to create better experiences for their customers and employees. They need to grow. Software is a choice that can make or break a business. It can create better or worse experiences and propel or throttle growth. Business software has too often become a blocker instead of a way to get work done.

There's another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks' customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. Over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

About the company

Organizations everywhere struggle under the crushing costs and complexities of "solutions" that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow.