Job Summary:
We are looking for a Manager - Customer Success to lead one of our Global EU teams. This role is responsible for driving customer satisfaction, ensuring seamless product adoption, managing escalations, improving retention, identifying expansion opportunities, and leading a high-performing team. The ideal candidate has a growth mindset, strong leadership skills, and a passion for delivering exceptional customer experiences.
Key Responsibilities:
Team Leadership and Management: Build, mentor, and manage a team of CSMs. Foster a collaborative and high-performing team environment.
Customer Success Management: Oversee the customer lifecycle, including onboarding, product adoption, and ensuring customer success.
Performance Monitoring and Reporting: Track key performance indicators such as customer retention rates and customer health scores. Utilize data to drive continuous improvement. Deep focus on ACE to drive adoption and expansion.
Cross-functional Collaboration: Collaborate with Sales, Support, DAP, Product, and Marketing teams to advocate for the customer and align strategies.
Qualifications:
10-13 years of experience in Customer Success, Account Management, or Sales, preferably within a SaaS environment
Demonstrated expertise in customer relationship management, data analysis, and team leadership. Familiarity with the European market is desirable.
Hands-on approach to lead expansion and strategic business conversations, Possess strategic thinking, a results-oriented approach, and the ability to effectively collaborate across departments.
This is an in-office position located in Chennai.
EU Shift timings 12pm - 9pm
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.