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 or 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, our communities and our business.

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 affordable, quick to implement, and designed software for the end-user. More than 50,000 companies -- from startups to public companies -- worldwide use Freshworks software-as-a-service to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

We're looking for an experienced leader to help us scale our Customer Success organization in North America, mentor our team to reach its fullest potential, and champion initiatives that bring Freshworks's core value of "Delight Made Easy" to life for our customers. If you are passionate about Customer Success and take pride in  creating a Happy Work Environment,  then this role is ideal for you.

In this role you will help evolve our Customer Success program to support Enterprise and Mid-Market customers in North America with particular focus on the Northeast.  You will manage a team of Customer Success Managers that partner with strategic customers to unlock value quickly and meet their business objectives with our full suite of products. You will be responsible for achieving team OKRs of retention and engagement, defining operational processes, building strong cross-functional relationships, and mentoring both tenured and new team members  to exceed their goals.

• Lead a team of up to 8 – 10 Customer Success Managers to achieve goals of net dollar retention that includes customer retention, expansion and advocacy. 

• Contribute  to strategy and operational management of the Customer Success team in North America

•  Foster a culture of collaboration,  over-achievement, continuous learning and relentless pursuit of creating “wow” moments for our customers

• Support recruitment of top talent and deliver  top-notch employee onboarding and ongoing training

• Define and manage OKRs and leading indicators for your team

• Support Director of Customer Success in staff allocation,  headcount and portfolio optimization

• Help team Identify and address customer  risks and effectively  resolve  issues and blockers

• Act as the initial contact point for escalations from CSMs, advising on the way forward, stepping in on emails and/or calls when necessary, and also escalating to the Director when appropriate

• Develop strong  partnerships with cross-functional partners  in Product, Sales, Support and Marketing to deliver on our commitments to customers

• Be a strong ‘Voice of the Customer’ and communicate customer trends and feedback to internal teams to identify opportunities and  drive improvements in customer experience and internal processes

• Provide regular performance feedback & coaching; support team in  career development planning

• Be passionate about Freshworks products; understand the outcomes the Freshworks product and its features deliver to key customer personas and stakeholders at all levels of the organization.

• 7+  years in a Customer Success or related field within SaaS industry

• 2-4+ years of people management experience

• Strong leadership & 1:1 coaching skills

• Consistent track record of  leading a team to exceed customer  retention, growth  and advocacy targets

• Ability to develop strong customer relationships at all levels and above all a creative mind to deliver those “wow” moments

• A passion for delivering customer outcomes, leveraging deep product knowledge and understanding of customer goals and needs

• Ability to manage up and down within an organization effectively when experiencing roadblocks

• Experience in influencing and navigating decision-makers across matrixed organizational systems

• Ability  to manage conflict and gain alignment when presented with unclear expectations, roles, and/or team dynamics

• Strong written and verbal communication skills, including executive-level reporting and presentations

• Demonstrated ability to deal with change and be a team player

• Analytical skills to identify and articulate insights from customer data

• Experience working and managing teams via Customer Success Management and BI reporting tools

Summary of Freshworks Benefits:

Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Flexible PTO + paid time off, flexible spending, commuter benefits, work from home, and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

I'm interested

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.