Lead - Customer Success

Sails Software Solutions; Chennai; In loco; INR 2.500.000 - 4.000.000; Tempo pieno

Descrizione del lavoro

Freshworks in Chennai is seeking a Lead - Customer Success to manage a portfolio of enterprise accounts, drive adoption, retention, and expansion of the Freshworks suite. You will be a trusted advisor, align with executives, and coordinate across support, sales, and implementation to deliver measurable value.

The role emphasizes data-driven health checks, risk mitigation, and proactive planning with Professional Services ensuring successful onboarding and ongoing adoption.

Competenze

• 7–10 years in Customer Success or Account Management for SaaS.
• Proven ability to manage enterprise accounts in India.
• Strong relationship-building with executive stakeholders.
• Data-driven approach to adoption and expansion.

Mansioni

• Own and grow relationships with a portfolio of high-value enterprise customers.
• Drive adoption, retention, and advocacy through regular business reviews.
• Collaborate with Sales, Support, and Professional Services.
• Identify upsell opportunities and coordinate with cross-functional teams.

Conoscenze

Strategic account management

Executive stakeholder engagement

Customer health analytics

Relationship-building

Consultative selling

Formazione

Bachelor's degree in related field

Strumenti

CRM software

Descrizione del lavoro

Job Description

Overview

We are looking for a strategic and customer-obsessed Lead - Customer Success professional to manage key enterprise accounts and drive long-term customer value. In this role, you will be responsible for building and nurturing high-impact relationships with decision-makers and end users, ensuring adoption, expansion, and retention of the Freshworks suite of products. You will serve as the trusted advisor to your portfolio of customers, deeply understanding their goals and workflows, proactively resolving issues, and acting as the internal voice of the customer. This role demands a mix of consultative engagement, cross-functional collaboration, and a data-driven approach to customer health and growth.

Roles Responsibilities

Customer Relationship Management

• Own and grow relationships with a portfolio of high-value enterprise customers.
• Build and maintain trusted partnerships with key stakeholders, power users, and executive sponsors throughout the customer lifecycle.
• Drive customer satisfaction, retention, and advocacy through regular business reviews and strategic engagements.

Customer Success Planning Adoption

• Understand customer objectives, use cases, and success metrics to build tailored success plans.
• Guide onboarding and implementation in collaboration with Professional Services and ensure strong product adoption.
• Identify opportunities for expanding Freshworks product usage and partner with Sales on upsell and cross-sell initiatives.

Risk Management Escalation Handling

• Monitor account health and proactively identify risks to retention or satisfaction.
• Create and execute mitigation plans for at-risk customers and address churn signals early.
• Lead resolution of escalated issues by coordinating with internal teams (Support, Billing, Product, etc.).

Product Process Advocacy

• Maintain deep expertise in Freshworks products, features, and use cases.
• Serve as a voice of the customer internally-sharing product feedback, feature requests, and pain points with relevant stakeholders.
• Support contract-related discussions and serve as the go-to contact for account-level inquiries.

Cross-functional Collaboration

• Partner with team leads from Sales, Support, and Implementation to ensure a seamless customer experience.
• Share insights and trends with Customer Success leadership to improve internal processes and playbooks.

Qualifications

• 7-10 years of experience in Customer Success, Account Management, or Consulting, preferably in a SaaS or product company.
• Proven track record of managing enterprise customer accounts in India.
• Experience in driving technology adoption, customer value realization, and expansion strategy.
• Strong relationship-building skills at all levels-including executive stakeholders.
• Demonstrated ability to manage escalations, renewals, and portfolio prioritization.

Skills Inventory

Customer Engagement Relationship Management

• Expertise in building long-term executive relationships and strategic account management.
• Deep understanding of customer success frameworks, lifecycle management, and value delivery.

Account Strategy Portfolio Management

• Experience in account planning, risk assessment, success planning, and retention strategy.
• Strong business acumen and ability to connect customer needs with Freshworks solutions.

Project Process Management

• Strong organizational and multitasking skills to manage multiple high-stakes accounts simultaneously.
• Capable of driving adoption and handling change management across large teams or departments.

Technical Product Acumen

• Ability to develop domain expertise in Freshworks products and translate capabilities into value-driven use cases.
• Aptitude to troubleshoot customer challenges and coordinate internal resources to resolve them.

Communication Influence

• Exceptional verbal and written communication skills.
• Ability to influence internal and external stakeholders and serve as a reliable point of contact for customers.

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.