Lead - Customer Success

Job Description

Company Description

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.

Freshworks is seeking a Lead - Customer Success to help manage and grow some of Freshworks’ largest accounts. Our Lead - Customer Success team members consult on a spectrum of  Employee Experience (EX) solutions from the Freshworks SaaS suite with a wide array of customers. 

Our Lead - Customer Success team members are responsible for retention, minimizing churn/contraction risk while driving product adoption, and identifying expansion opportunities to then collaborate with Sales. We do this by demonstrating the value of Freshworks in business discussions with our customers by engaging with customers at specific points in their lifecycle, providing them experiences and recommendations based on their maturity. The goal is to enable our customers to become successful and enthusiastic Freshworks champions. .

Internally, they act as a key conduit of customer insight - partnering cross-functionally with Sales, Product, Engineering, Support, and Marketing to ensure the voice of the customer shapes roadmap priorities, innovation efforts, and go-to-market alignment.
Please note: This is a hybrid role that will be based in Boston, MA and requires an in-office presence three days per week (Tuesday - Thursday).

• 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, key milestones, and desired outcomes to ensure consistent engagement and value realization

• Track and analyze product usage patterns to proactively identify risks, improve adoption, and deliver measurable business impact.

• Lead strategic conversations using benchmarks, best practices, and maturity assessments to guide customers toward their future-state goals.

• Provide guidance on AI capabilities, industry trends, and the Freshworks roadmap to help customers adopt innovative solutions that improve operational efficiency.

• Plan and deliver impactful quarterly business reviews tailored to customer goals, focusing on ROI, usage metrics, and strategic alignment; travel onsite as needed.

• Build trusted stakeholder relationships to detect and address competitive risks early, strengthening customer confidence in Freshworks.

• Act as the primary point of contact for success-related initiatives, managing escalations with urgency and coordinating across teams to ensure resolution.

• Represent the voice of the customer within Freshworks, sharing actionable insights with Product, Engineering, Support, and Marketing to influence product evolution and customer-centric decisions.

• Partner with Sales to drive