Opportunity at
FreshworksLead - Customer Success
Freshworks is hiring a Lead - Customer Success to oversee key enterprise accounts and maximize customer value. This on-site position focuses on fostering partnerships with decision-makers,…
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About This Role
Freshworks is hiring a Lead - Customer Success to oversee key enterprise accounts and maximize customer value. This on-site position focuses on fostering partnerships with decision-makers, driving product adoption, and securing retention within a portfolio of high-value clients. The professional in this role acts as a trusted advisor, leading onboarding coordination, managing risk, and serving as an internal advocate for customer needs. Ideal candidates possess a consultative approach, data-driven methodologies,…
Job Description
Freshworks is hiring a Lead - Customer Success to oversee key enterprise accounts and maximize customer value. This on-site position focuses on fostering partnerships with decision-makers, driving product adoption, and securing retention within a portfolio of high-value clients. The professional in this role acts as a trusted advisor, leading onboarding coordination, managing risk, and serving as an internal advocate for customer needs. Ideal candidates possess a consultative approach, data-driven methodologies, and the ability to collaborate across internal teams including sales, support, and product departments.
Responsibilities
- Manage and grow a portfolio of high-value enterprise accounts
- Partner with key stakeholders and executive sponsors throughout the customer lifecycle
- Drive retention, customer satisfaction, and advocacy via strategic engagements and business reviews
- Develop tailored success plans matching customer goals and use cases
- Collaborate with Professional Services to guide onboarding and implementation
- Identify upsell and cross-sell paths in partnership with the sales team
- Monitor account health to detect retention risks early and execute mitigation plans
- Coordinate internal resources across support, billing, and product to resolve escalated issues
- Relay customer product feedback and pain points to internal stakeholders
- Handle contract-related inquiries and account-level discussions
Requirements
- 7-10 years of professional background in Customer Success, Consulting, or Account Management
- Prior experience managing enterprise customer accounts specifically in India
- Demonstrated history of driving technology adoption, expansion strategy, and customer value realization
- Experience building executive-level relationships and prioritizing portfolios
Qualifications
- Background within a SaaS or product company environment
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the employment type for this role?
The position is full-time.
Where is this job located?
The posting states that the role is on-site, but a specific city or location is not specified.
What level of experience is required?
Candidates must have 7 to 10 years of experience in Customer Success, Account Management, or Consulting, preferably within a SaaS or product company.
What is the salary for this position?
The job posting does not specify a salary.
Sample Interview Questions
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