Lead - Customer Success

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. • 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 c