Full-Time Lead - Customer Success

• Build and nurture relationships with Mid-Market and Enterprise customers by aligning Freshworks solutions to their strategic goals and vision.
• Create and manage detailed success plans tied to customer business objectives.
• Track and analyze product usage patterns to proactively identify risks, improve adoption, and deliver measurable business impact.
• Lead strategic conversations using benchmarks and best practices.
• Provide guidance on AI capabilities, industry trends, and the Freshworks roadmap.
• Plan and deliver impactful quarterly business reviews.
• Build trusted stakeholder relationships to detect and address competitive risks early.
• Act as the primary point of contact for success-related initiatives, managing escalations with urgency.
• Represent the voice of the customer within Freshworks.
• Partner with Sales to drive account expansion.
• Travel as needed (up to 25%) to meet customers.

• 5-7 years of experience in customer-facing technical roles (Customer Success, consulting, or related discipline).
• Experience in managing Mid-Market and/or Enterprise-level accounts.
• Experience working with multiple levels of customer stakeholders.
• Proven track record of identifying and collaborating on expansion opportunities.
• Functional domain/technical knowledge of EX/ITSM solutions.
• Proven ability to quickly grasp and explain technological and business concepts.
• Bachelor’s Degree or equivalent career experience.

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