Full-Time Lead - Customer Success

Freshworks is looking for a Lead - Customer Success to join our team. Being a customer champion is part of our culture and a guideline for everything we do. Our Customer Success team plays a central role in this effort and is the primary driver to retain and develop our existing customers. 

As a Lead - Customer Success, you will act as a strategic consultant and trusted advisor to our Mid-Market and Enterprise customers. You will engage with key partners and help them use the Freshworks platform fully. 

Responsibilities: 

• 'Own the customer' as the primary point of contact, defining a success plan with deliverables, and ensuring clear communication across all activities of the customers' post-sale journey
• Work closely with Account Managers to develop account plans for all of your customers which will be the roadmap for account expansion
• Partner with Account Managers to help ensure expansion opportunities are identified and closed successfully
• Work closely with professional services, support, and partners to deliver seamless 360-degree support to meet customer needs
• Be consultative and build in-depth relationships and a complete understanding of the customers' business goals and objectives
• Build credibility, and relationships, and influence C-level stakeholders by advocating our 'Customers for Life' philosophy 
• Be passionate about the products, and understand the outcomes the Freshworks product and its features deliver to customers' goals; be able to quantify impact with a value assessment framework and ROI models
• Provide coaching and education to improve adoption of the Freshworks product(s)
• Identify, clearly communicate, and manage risk throughout the year through proactive touchpoints and taking the lead in developing resolution strategies
• Identify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars, and blogs
• Introduce and implement new products and features to your customers based on needs that you have uncovered in your strategic conversations
• Collaborate with internal stakeholders (Engineering, Product, Sales, Support, etc.) to complete customer goals, be the "Voice of the Customers" to provide visibility and/or escalations, and maintain strong reference ability across your book of customers
• Candidates are required to be fluent in Portuguese and Spanish
• At least 5+ years of Customer Success or related experience in a B2B environment working with mid-market and enterprise-level customers. 
• Experience in presenting a technology suite of products within an existing portfolio of accounts as well as consulting and translating customer business and technology needs into technology solutions
• Experience in proactively growing customer relationships while being curious to understand client's business needs
• Prior experience in an environment where you managed a book of business in technology which included significant growth in net new opportunities 
• Experience working closely with C-level/SVP-level executives as customers
• Experience with executive business reviews and similar Sr. level presentations
• Ease demonstrating product functionality; ability to provide a comprehensive overview of key business use cases
• Experience influencing change in complex organizations
• Comfortable working in a fast-paced, global team