Freshworks Inc.
Lead - Customer Success
Freshworks Inc., Miami, Florida, us, 33222
Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered inSan Mateo, California, Freshworks has a global team operating from13 global locationsto serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM).Freshworks’ cloud-based software suite includesFreshdesk(omni-channel customer support),Freshsales(sales automation),Freshmarketer(marketing automation),Freshservice(IT service desk),Freshchat(AI-powered bots), supported by Neo, our underlying platform of shared services.Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.Job Description
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 journeyWork closely with Account Managers to develop account plans for all of your customers which will be the roadmap for account expansionPartner with Account Managers to help ensure expansion opportunities are identified and closed successfullyWork closely with professional services, support, and partners to deliver seamless 360-degree support to meet customer needsBe consultative and build in-depth relationships and a complete understanding of the customers' business goals and objectivesBuild credibility, and relationships, and influence C-level stakeholders by advocating our 'Customers for Life' philosophyBe 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 modelsProvide 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 strategiesIdentify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars, and blogsIntroduce and implement new products and features to your customers based on needs that you have uncovered in your strategic conversationsCollaborate 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 customersQualifications
Candidates are required to be fluent in Portuguese and SpanishAt 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 solutionsExperience in proactively growing customer relationships while being curious to understand client's business needsPrior experience in an environment where you managed a book of business in technology which included significant growth in net new opportunitiesExperience working closely with C-level/SVP-level executives as customersExperience with executive business reviews and similar Sr. level presentationsEase demonstrating product functionality; ability to provide a comprehensive overview of key business use casesExperience influencing change in complex organizationsComfortable working in a fast-paced, global teamAdditional Information
Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.Freshworks Benefits: Freshworksoffers multiple options for medical, dental, vision, disability and life insurance.Flexible time off (plus paid US holidays), commuterbenefits (attached to a flexible spending account) and wellnessbenefitsare also offered.Freshworksalso offers adoption and parental leavebenefits.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.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.
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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 journeyWork closely with Account Managers to develop account plans for all of your customers which will be the roadmap for account expansionPartner with Account Managers to help ensure expansion opportunities are identified and closed successfullyWork closely with professional services, support, and partners to deliver seamless 360-degree support to meet customer needsBe consultative and build in-depth relationships and a complete understanding of the customers' business goals and objectivesBuild credibility, and relationships, and influence C-level stakeholders by advocating our 'Customers for Life' philosophyBe 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 modelsProvide 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 strategiesIdentify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars, and blogsIntroduce and implement new products and features to your customers based on needs that you have uncovered in your strategic conversationsCollaborate 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 customersQualifications
Candidates are required to be fluent in Portuguese and SpanishAt 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 solutionsExperience in proactively growing customer relationships while being curious to understand client's business needsPrior experience in an environment where you managed a book of business in technology which included significant growth in net new opportunitiesExperience working closely with C-level/SVP-level executives as customersExperience with executive business reviews and similar Sr. level presentationsEase demonstrating product functionality; ability to provide a comprehensive overview of key business use casesExperience influencing change in complex organizationsComfortable working in a fast-paced, global teamAdditional Information
Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.Freshworks Benefits: Freshworksoffers multiple options for medical, dental, vision, disability and life insurance.Flexible time off (plus paid US holidays), commuterbenefits (attached to a flexible spending account) and wellnessbenefitsare also offered.Freshworksalso offers adoption and parental leavebenefits.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.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.
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