Lead - Customer Success

1 month ago

Chennai, India Freshworks Full time

Job Description


As a Enterprise Customer Success Lead, your primary responsibility will be to engage with our clients, build strong relationships, and ensure they get the most value from our suite of products.

Key Responsibilities

Customer Relationship Management:

Build and nurture customer relationships with a portfolio of assigned accounts, post onboarding through the entire customer lifecycle.

Retention Excellence: Focus on ensuring high customer retention rates and meeting retention goals.

Stakeholder Engagement: Develop and maintain trusted working relationships with key decision-makers and power users within client organizations.

Client Understanding: Gain a deep understanding of your assigned clients' needs, objectives, and processes to facilitate successful adoption of Freshworks products.

Value Maximization: Collaborate closely with the sales team to identify opportunities for upselling additional services, integrations, and features that enhance client success.

Proactive Risk Mitigation: Identify and proactively address risks to client success, engaging clients whenever retention issues are identified.

Retention Planning: Develop and execute retention plans for clients at risk of churn, ensuring their continued satisfaction.

Issue Resolution: Drive the resolution of escalated account issues, working closely with Billing, Support, and other departments.

Product Expertise: Maintain an expert level of knowledge regarding Freshworks products and services.

Client Advocacy: Represent client interests internally, communicating product concerns, shortcomings, and missing features that may pose retention risks to senior leadership.

Contract Management: Manage inquiries, questions, and issues related to contracts from clients and other departments.


Qualifications


Desired Candidate Profile

This is an individual contributor role, not a people manager role

Proven success in a Customer Success or Account Management role for a SaaS/product company, with 8 to 12 years of experience.

Expertise in account portfolio planning, management, and prioritization. Strong attention to detail and a proactive approach to problem-solving.

In-depth knowledge of customer success best practices. Experience driving client adoption of technology or software products.

Exceptional communication and relationship management skills. If you are passionate about customer success, thrive in a fast-paced environment, and are ready to make a significant impact as an Individual Contributor in our team, we encourage you to apply for this exciting opportunity.

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