Lead - Customer Success (Top Tier)

2 months 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.



Additional Information

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

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.

 

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.



  • Chennai, India Freshworks Full time

    Company Description About Freshworks Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating...


  • Chennai, India Freshworks Full time

    Company Description About Freshworks Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating...


  • chennai, India Freshworks Full time

    Job DescriptionAs 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...


  • Chennai, India Freshworks Full time

    Job Description Professionally manage relationships with a portfolio of assigned accountsBuild executive relationships within the customers organizationMake sure you exceed customer retention goals and ensure consistently high retention ratesBuild and maintain strong, trusted working relationships with key decision-makers and power users starting from...


  • Chennai, India Freshworks Full time

    Company Description About Freshworks Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. More than 50,000 companies -- from startups to public companies -- around the...


  • Chennai, India Freshworks Full time

    Company Description About Freshworks Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from...


  • Chennai, India Freshworks Full time

    Job DescriptionAs 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 ResponsibilitiesCustomer Relationship Management: Build and nurture customer relationships with a portfolio of assigned accounts, post onboarding...


  • Chennai, India Freshworks Full time

    Job DescriptionAs 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 ResponsibilitiesCustomer Relationship Management: Build and nurture customer relationships with a portfolio of assigned accounts, post onboarding...


  • Chennai, India Freshworks Full time

    Job DescriptionAs 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 ResponsibilitiesCustomer Relationship Management: Build and nurture customer relationships with a portfolio of assigned accounts, post onboarding...


  • 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...


  • Chennai, India Freshworks Full time

    Job DescriptionAs 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 ResponsibilitiesCustomer Relationship Management: Build and nurture customer relationships with a portfolio of assigned accounts, post onboarding...


  • Chennai, India Spiceblue Full time

    About All Time Design: Join All Time Design, a leading subscription-based design firm, on our mission to revolutionize the design industry. We are dedicated to providing unlimited, top-quality designs and are gearing up to become a multi-million dollar enterprise. Be a part of our exciting growth journey! **Job Description**: We are on the lookout for a...


  • Chennai, India Spiceblue Full time

    **About All Time Design**: Join All Time Design, a leading subscription-based design firm, on our mission to revolutionize the design industry. We are dedicated to providing unlimited, top-quality designs and are gearing up to become a multi-million dollar enterprise. Be a part of our exciting growth journey! We are on the lookout for a Customer Success...


  • Chennai, India Freshworks Full time

    Company Description About Freshworks Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. More than 50,000 companies - from startups to public companies - around the world use...


  • Chennai, India FOURKITES Full time

    At FourKites we have the opportunity to tackle complex challenges with real-world impacts. Whether it’s medical supplies from Cardinal Health or groceries for Walmart, the FourKites platform helps customers operate global supply chains that are efficient, agile and sustainable. Join a team of curious problem solvers that celebrates differences, leads...


  • chennai, India FOURKITES Full time

    At FourKites we have the opportunity to tackle complex challenges with real-world impacts. Whether it’s medical supplies from Cardinal Health or groceries for Walmart, the FourKites platform helps customers operate global supply chains that are efficient, agile and sustainable. Join a team of curious problem solvers that celebrates differences, leads...


  • Chennai, India Fleetx Full time

    Department Customer Success Designation CSE Number of Position(s) 1 Location Chennai Min Salary (per annum) 2 Education Graduation Job Location Chennai Max Salary 5 Requisition Open Date 2023-08-25 Requisition Close Date 2023-09-23 New Requisition Id 100109 **Company Description**: **About company: - ** Launched in July 2017,...


  • Chennai, India Yo Hr Consultancy Full time

    **Customer Success Executive - Onsite** **Experience: 1 - 4 Years** **Your Qualifications**: - Recommended 1 to 4 years experience in Customer Success/Service roles or Cloud Renewal Sales and demonstrated ability to build successful customer relationships. - Strong communication and presentation skills - Ability to manage complex account situations and...


  • Chennai, India Smart Work Consultants Full time

    We are Hiring Customer Success Executive!! Experience: 3 to 5 Years Location: Porur, Chennai. Gender: Female 3+ years experience in managing incoming leads, talking to existing customers **Salary**: ₹300,000.00 - ₹400,000.00 per year Schedule: - Morning shift Ability to commute/relocate: - Chennai, Tamil Nadu: Reliably commute or planning to...


  • Chennai, India Freshworks Full time

    Company Description About Freshworks Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating...