Lead - Process and Program Excellence

Organizations everywhere struggle under the crushing costs and complexities of "solutions" that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There's another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks' customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

• Design and Implement Programs focussed on customer success, expansion, adoption retention initiatives across SaaS products.
• Strategic Planning by defining program goals, success metrics, and roadmaps aligned with company growth objectives and customer needs.
• Expansion Initiatives: Identify and drive expansion opportunities including upsells, cross-sells, and new market penetrations through coordinated efforts. 
• Customer Success Enablement: Collaborate with Customer Success, Sales, Product, and Marketing teams to design and implement programs that improve onboarding, adoption, and lifetime value of customers.
• Stakeholder Management: Manage expectations and communication across internal teams and external customers, ensuring alignment and transparency.
• Risk & Issue Management: Proactively identify potential risks, bottlenecks, and dependencies, developing mitigation plans to ensure program success.
• Data-Driven Decisions: Utilize customer usage data, feedback, and KPIs to refine programs, increase efficiency, and boost customer satisfaction and growth.
• Continuous Improvement:
  
   
• Establish best practices, documentation, and lessons learned to improve future program execution.

Required Skills

• Program & Project Management skills: Proven ability to plan, execute, and deliver complex cross-functional programs on time and within scope.
• SaaS Industry Knowledge: Understanding of SaaS business models, subscription lifecycle, customer success, and expansion strategies will be an add on value.
• Stakeholder Management: Strong communication and interpersonal skills to collaborate effectively with sales, product, marketing, customer success, and executive teams.
• Data-Driven Decision Making: Ability to analyze KPIs, customer usage data, and feedback to drive program improvements and strategic decisions.
• Risk and Issue Management: Identifying risks early, developing mitigation strategies, and resolving issues promptly to keep programs on track.
• Agile & Adaptive Mindset: Experience working in fast-paced, agile environments with the ability to adapt quickly to changing priorities.
• Project Management Tools:
• Proficiency with tools such as Jira, Asana, Trello, MS Project, or similar platforms.
• Communication: Excellent verbal and written communication skills for clear, concise reporting and stakeholder updates.

• Bachelor's degree in Business, Marketing, Communications, or a related field. A Master's degree is a plus.

• A minimum of 7 years of experience in Customer Success, Account Management, or a related role, preferably within a B2B SaaS or technology environment.

• A minimum of 3 years of hands-on experience developing and managing 1:many customer communication programs (e.g., automated email journeys, webinars, in-app messaging, product-led growth touchpoints).

Preferred Skills

• Customer Success & Account Expansion Experience: Direct experience designing or managing initiatives that drive customer onboarding, retention, upsell, and cross-sell.
  
   

• Technical Knowledge:Familiarity with SaaS product architectures, APIs, integrations, or cloud platforms (e.g., AWS, Azure, GCP).
  
   

• Certifications: PMP, PMI-ACP, Scrum Master, or other project/program management certifications.
  
   

• Analytical Tools: Experience with data visualization and analytics tools like Tableau, Power BI, or ADW.
  
   

• Change Management: Skills in managing organizational change and adoption within customer or internal teams.
  
   

• Financial Acumen: Understanding of SaaS metrics such as ARR, MRR, churn, and other calculations.
  
   

• Team Collaboration: Experience managing distributed teams across different time zones and cultures.

Automation skills : Proficiency with Python, Google Apps Script, and other automation tools to streamline workflows, data integrations, and reporting.

Attributes & Mindset

• Always puts the customer's success and satisfaction at the forefront, understanding that their growth drives company growth
  
   

• Focused on delivering measurable outcomes, with a bias toward action and accountability.
  
   

• Builds strong relationships across teams, encourages open communication, and fosters a culture of teamwork.
  
   

• Proactively identifies challenges and roadblocks, and creatively finds solutions to keep programs moving forward.
  
   

• Pays attention to the finer details while managing complex programs, ensuring nothing slips through the cracks.

• Proactive in finding opportunities to improve program execution, reporting, and traction.
  
   

• Strong team player with the ability to work cross-functionally.

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.