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.

Responsibilities

• Lead and coach a team of CSMs managing a large SMB customer portfolio
• Drive product adoption, retention, renewals and expansions at scale
• Define and execute scalable engagement models (tech-touch / low-touch / high-touch)
• Understand customer workflows and document repeatable success playbooks
• Enable the team to deliver use-case driven demos and solutions
• Monitor product usage and customer health to identify risks and growth opportunities
• Act as an escalation point for customer issues, renewals and churn risks
• Partner with Product, Sales, Pre-Sales, Marketing, Support to drive outcomes
• Promote new features and product innovations across the customer base
• Use data and CS tools (e.g., Natero) to improve engagement and adoption
• Own key metrics: Adoption, Retention, NRR, Churn, NPS/CSAT
• Ensure compliance with information security standards

Qualifications

• Proven ability to act as a strategic trusted advisor
• Strong communication, presentation, and articulation skills
• Self-starter with the ability to manage diverse customer portfolios
• Ability to report and share customer status regularly
• Bachelor's Degree in Computer Science or Business preferred
• 10+ years of experience in Customer Success or SaaS customer-facing roles
• People management experience leading Customer Success teams
• Experience working in SMB or high-volume SaaS environments

Additional Information
At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.

Skills Required