Manager - Customer Success - US

2 weeks ago

Chennai, Tamil Nadu, India Freshworks Full time ₹ 20,00,000 - ₹ 25,00,000 per year
Job Description

As the Manager of Customer Success for the NA Team, you will lead a specialised team of Customer Success Managers (CSMs) responsible for driving value and engagement. Your leadership will ensure strong collaboration with customers, effective adoption strategies, and long-term customer success across the region.

Key Responsibilities

  • Team Leadership and Development

    • Build, mentor, and manage a high-performing team of CSMs.

    • Foster a culture of collaboration, accountability, and innovation within the team.

    • Define and align team goals with regional and global business objectives, providing clear guidance and coaching.

  • Customer Engagement

    • Collaborate with Freshworks' customers to drive customer success outcomes through joint value propositions.

    • Develop scalable frameworks for onboarding, adoption, and retention tailored to customers.

    • Provide strategic support and guidance on customer health, adoption trends, and expansion opportunities.

  • Operational Excellence

    • Set and monitor KPIs such as Retention Rates, Customer Health Score, and customer satisfaction.

    • Leverage data insights to identify areas of improvement for both internal teams and customers.

    • Act as a point of escalation for complex customer challenges, ensuring timely resolution.

  • Strategic Collaboration

    • Partner with Sales, Channel, Product, and Marketing teams to align customer success strategies with overall business goals.

    • Represent the voice of the customer in internal discussions, contributing to product enhancements and operational refinements.

    • Stay updated on regional trends, compliance requirements, and industry best practices to keep Freshworks competitive in US.

Qualifications

  • Experience and Expertise

    • 12+ years of experience in Customer Success, Account Management, or Sales roles, preferably in SaaS.

    • Proven success in managing and scaling customer relationships.

    • Demonstrated ability to lead and inspire teams in a fast-paced, cross-cultural environment.

  • Skills

    • Exceptional interpersonal and relationship-building skills to engage with customers effectively.

    • Strong analytical skills with the ability to interpret data and provide actionable insights.

    • Proficiency in customer success and people management.

  • Leadership Traits

    • Strategic mindset with a results-driven approach to managing customer outcomes.

    • Ability to navigate complex stakeholder environments and drive consensus among cross-functional teams.

This will be an in-office role in the night shift based out of Chennai

Additional Information

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

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