Lead - Customer Success

About the company 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. 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. Additional information 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.