Lead - Customer Success

Skills this role screens for

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Overview

We are looking for a strategic and customer-obsessed Lead - Customer Success

professional to manage key enterprise accounts and drive long-term customer value. In

this role, you will be responsible for building and nurturing high-impact relationships

with decision-makers and end users, ensuring adoption, expansion, and retention of the

Freshworks suite of products.

You will serve as the trusted advisor to your portfolio of customers, deeply

understanding their goals and workflows, proactively resolving issues, and acting as the

internal voice of the customer. This role demands a mix of consultative engagement,

cross-functional collaboration, and a data-driven approach to customer health and

growth.

Roles & Responsibilities

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Customer Relationship Management

executive sponsors throughout the customer lifecycle.

reviews and strategic engagements.

• Own and grow relationships with a portfolio of high-value enterprise customers.
• Build and maintain trusted partnerships with key stakeholders, power users, and
• Drive customer satisfaction, retention, and advocacy through regular business

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Customer Success Planning & Adoption

tailored success plans.

Services and ensure strong product adoption.

Sales on upsell and cross-sell initiatives.

• Understand customer objectives, use cases, and success metrics to build
• Guide onboarding and implementation in collaboration with Professional
• Identify opportunities for expanding Freshworks product usage and partner with

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Risk Management & Escalation Handling

signals early.

(Support, Billing, Product, etc.).

• Monitor account health and proactively identify risks to retention or satisfaction.
• Create and execute mitigation plans for at-risk customers and address churn
• Lead resolution of escalated issues by coordinating with internal teams

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Product & Process Advocacy

requests, and pain points with relevant stakeholders.

account-level inquiries.

• Maintain deep expertise in Freshworks products, features, and use cases.
• Serve as a voice of the customer internally—sharing product feedback, feature
• Support contract-related discussions and serve as the go-to contact for

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Cross-functional Collaboration

seamless customer experience.

processes and playbooks.

Consulting, preferably in a SaaS or product company.

expansion strategy.

prioritization.

Skills Inventory

Customer Engagement & Relationship Management

management.

and value delivery.

• Partner with team leads from Sales, Support, and Implementation to ensure a
• Share insights and trends with Customer Success leadership to improve internal
• 7-10 years of experience in Customer Success, Account Management, or
• Proven track record of managing enterprise customer accounts in India.
• Experience in driving technology adoption, customer value realization, and
• Strong relationship-building skills at all levels—including executive stakeholders.
• Demonstrated ability to manage escalations, renewals, and portfolio
• Expertise in building long-term executive relationships and strategic account
• Deep understanding of customer success frameworks, lifecycle management,

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Account Strategy & Portfolio Management

retention strategy.

solutions.

• Experience in account planning, risk assessment, success planning, and
• Strong business acumen and ability to connect customer needs with Freshworks

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Project & Process Management

accounts simultaneously.

teams or departments.

• Strong organizational and multitasking skills to manage multiple high-stakes
• Capable of driving adoption and handling change management across large

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Technical & Product Acumen

capabilities into value-driven use cases.

to resolve them.

• Ability to develop domain expertise in Freshworks products and translate
• Aptitude to troubleshoot customer challenges and coordinate internal resources

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Communication & Influence

point of contact for customers.

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.

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming 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. Fresh vision. Real impact. Come build it with us.

• Exceptional verbal and written communication skills.
• Ability to influence internal and external stakeholders and serve as a reliable