Lead - Customer Success (Top Tier)
Freshworks
Chennai, Tamil Nadu, India
Job Description Job Role Lead Customer Success will make sure the team builds relationships with key stakeholders, acting as an escalation point for issues that impact client success and responding to retention risks and opportunities. As Team Lead, your position will be to make sure your team aims to expand its customers’ adoption, retention, and ultimately, success. Job Summary Professionally manage your team of Customer Success Managers build customer relationships with a portfolio of assigned accounts Make sure your team meets and exceeds customer retention goals and ensure consistently high retention rates Build and maintain strong, trusted working relationships with key decision-makers and power users starting from onboarding and throughout the customer lifecycle Gain a thorough understanding of assigned client’s needs, objectives, and processes to ensure that they successfully adopt and deploy Freshworks suite of products Ensure that customers derive maximum value from Freshworks and collaborate with the sales team to help upsell additional services, integrations, and features Identify risks to client success and aggressively/proactively engage the client whenever there’s an identified retention issue Develop and execute retention plans for customers who may be at risk Drive resolution of escalated account issues in coordination with Billing, Support, and other departments Gain and maintain expert knowledge of Freshworks’s products and services Be a voice for accounts internally and help senior leadership understand product concerns, shortcomings, and missing features that are retention risks Manage contract related inquiries, questions, and issues from clients and other departments Liaise with other team leaders to make sure that Freshworks’s clients are getting the best service possible Qualifications Desired Candidate Profile 7 to 12 years proven success in Customer Success or Account Management role for a SaaS/product company Experience with account portfolio planning, management, and prioritization High attention to detail and willingness to get “in the weeds” to fix a problem Knowledge of customer success best practices Experience driving client adoption of technology or software product Exceptional communication and relationship management skills
