Lead - Customer Success (CX - EU Enterprise)
Freshworks · Chennai · onsite · Posted 65d ago
Undisclosed6–9 yrsfulltimeSourced from
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About this role
Job Description
The Customer Success team proactively engages with customers to provide strategic and tactical guidance, ensuring they derive maximum value from the Freshworks suite of products. As a Customer Success Manager, you will drive product adoption, build strong relationships, and secure long-term customer retention.
- Experience: 6-9 years of experience, preferably in SaaS Customer Success
- Impact You Will Create:
- Act as a strategic trusted advisor to a diverse portfolio of Mid-Market and Enterprise clients.
- Prevent churn and drive expansion opportunities by uncovering inefficiencies and recommending optimized workflows.
- Standardize best practices within the team and cross-functionally to improve the overall customer journey.
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Roles Responsibilities (RR)
- Customer Engagement: Engage proactively with customers using the established segment-based engagement mode. Run QBRs / MBRs / EBRs
- Use-Case Mapping: Understand and document customer business flows (especially for large/Enterprise accounts) and maintain a deep understanding of their business use cases.
- Product Expertise: Maintain deep knowledge of all Freshworks product lines. Ability to deliver tailored product demos and architect solutions using the best product-fit.
- Relationship Management: Align with key customer stakeholders to establish a strong customer relationship management program (stakeholder mapping).
- Value Optimization: Evaluate how customers manage their Freshworks product suite investment and identify efficiency and effectiveness gains across their processes and tools.
- Innovation Advocacy: Promote awareness of the latest innovations and upcoming features/products in the Freshworks pipeline.
- Cross-Functional Collaboration: Partner with internal teams (Product, Sales, Pre-Sales, Marketing, Support, etc.) to ensure customer issues are resolved and solutions are delivered.
- Data-Driven Success: Work alongside Program Managers to derive data-driven insights and intelligence to run focused, result-oriented customer engagement programs.
- Key Metrics: Own and drive two primary business metrics: Product Adoption and Customer Retention .
- Compliance: Implement and support Freshworks compliance and information security processes. Qualifications
Skills Competencies
- Communication: Exceptional written and verbal presentation/communication skills ( Essential ). Ability to articulate complex technical or vendor concepts to audiences of varying technical levels.
- Consultative Mindset: Proven track record of establishing yourself as a strategic trusted advisor to clients.
- Ownership: A self-starter who can independently own ongoing customer success for both large and small clients.
- Reporting: Ability to track, report, and share client health status at timely, pre-defined intervals.
- Tool Proficiency: Experience using standard customer management tools (e.g., Gainsight, Salesforce, Freshsuccess, or equivalents).
Qualifications Workplace Requirements
- Education: Minimum Graduation / Bachelors Degree is mandatory.
- Work Setup: In-office role based on the allotted shift alignment.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Customer EngagementCustomer RetentioncrmUsageProduct salesCustomer ManagementInformation SecurityPresalescomplianceMarketing Support
About Freshworks
Freshworks
Software Product
4.3k+
employees
2010
16 years old
San Mateo,California
United States
About
Cloud-based customer support helpdesk software for businesses
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