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