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 in San Mateo, California, Freshworks has a global team operating from 13 global locations to 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 includes Freshdesk (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.
As the Senior Manager - Customer Success, you will lead a high-performing team, overseeing the end-to-end customer journey. Your role will be pivotal in developing strategies to drive customer engagement with clear value outcomes, retention, minimize churn, create expansion and foster customer advocacy. Working closely with Sales, Product, and Support, you will ensure our customers derive maximum value from our solutions while helping to scale our customer success initiatives across the organization.
Key Responsibilities:
Leadership & Team Management: Lead, mentor, and develop a team of Customer Success Managers (CSMs), driving high performance and fostering a customer-first culture. Provide guidance on complex customer issues and ensure consistent team execution of customer success strategies.
Customer Retention & Churn Reduction: Develop and execute strategies to reduce churn and ensure the long-term success of our customer base. Proactively identify at-risk accounts, develop mitigation plans, and work with customers to address challenges before they escalate.
Customer Lifecycle Ownership: Oversee the full customer journey from onboarding through renewals and expansions, ensuring each phase is optimized for customer satisfaction, value delivery, and growth. Collaborate with Sales on upsell and cross-sell opportunities.
Customer Advocacy & Expansion: Foster strong relationships with key decision-makers and champions within customer organizations. Advocate for customer needs internally, ensuring alignment with product roadmaps and company initiatives that drive customer success.
Data-Driven Insights & Reporting: Leverage data to measure and improve customer health, monitor KPIs (e.g., CSAT, retention), and make informed decisions to drive account success. Report on team performance, customer outcomes, and churn reduction efforts to senior leadership.
Process Improvement & Scalability: Refine customer success processes and systems to improve efficiency, scale operations, and enhance the overall customer experience. Partner with cross-functional teams to streamline workflows and ensure a seamless customer experience.
Bachelor's degree in Business, Marketing, or a related field (or equivalent experience). Masters in Business Administration preferred
13+ years of overall experience in Customer Success, Account Management, or similar roles, with at least 4+ years in a leadership position handling India or Asia enterprise markets.
Proven track record of managing customer success teams and delivering exceptional customer outcomes.
Strong understanding of customer lifecycle management, retention strategies, and account growth.
Excellent leadership, interpersonal, and communication skills, with the ability to build relationships with both customers and internal teams.
Be an Evangelist of products with ability to speak in multiple forums about customer and industry trends
Data-driven mindset with the ability to analyze customer metrics and derive actionable insights.
Ability to work cross-functionally and influence decision-making at all levels of the organization.
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.