Lead - Customer Success (CX - US Enterprise)

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.

Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.

Fresh vision. Real impact. Come build it with us.

Job Description

The Customer Success team proactively engages with customers to provide strategic and tactical guidance, ensuring they derive maximum value from the Freshworks suite of products. As a Customer Success Manager, you will drive product adoption, build strong relationships, and secure long-term customer retention.

Experience: 6–9 years of experience, preferably in SaaS Customer Success

Impact You Will Create:

Act as a strategic trusted advisor to a diverse portfolio of Mid-Market and Enterprise clients.

Prevent churn and drive expansion opportunities by uncovering inefficiencies and recommending optimized workflows.

Standardize best practices within the team and cross-functionally to improve the overall customer journey.

Roles & Responsibilities (R&R)

Customer Engagement: Engage proactively with customers using the established segment-based engagement mode. Run QBRs / MBRs / EBRs

Use-Case Mapping: Understand and document customer business flows (especially for large/Enterprise accounts) and maintain a deep understanding of their business use cases.