Lead - Customer Success
Core
Manage key enterprise accounts for Freshworks suite, driving adoption, expansion, and retention through strategic advisory and relationship management.
Role type
Senior Lead Customer Success Manager (Enterprise SaaS)
Builds
Customer success plans, adoption strategies, and retention mitigation plans for high-value enterprise clients.
Domain
SaaS / Customer Experience (CX) / Enterprise Software
Required skills
Strategic account management, enterprise relationship building, customer success planning, risk assessment, cross-functional collaboration, data-driven retention strategy, product advocacy, change management, business acumen
Preferred skills
Experience in India market, technology adoption driving, executive stakeholder influence, portfolio prioritization
Technologies
Freshworks suite (CX and EX software)
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; Drive customer satisfaction, retention, and advocacy through regular business reviews and strategic engagements; Understand customer objectives to build tailored success plans and guide onboarding; Identify opportunities for expanding Freshworks product usage and partner with Sales on upsell and cross-sell initiatives; Monitor account health and proactively identify risks to retention or satisfaction; Lead resolution of escalated issues by coordinating with internal teams (Support, Billing, Product, etc.)
Seniority
Senior, hands-on IC
