About Freshworks

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. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).
Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ 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 (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).
Freshworks has received numerous accolades including 2019 Startup of the Year form Economic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.

While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation.
Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at www.Freshworks.com.

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.

Job Role

Freshworks is looking for an exceptional addition to our Customer Success team. Being a customer champion is part of our culture and a guideline for anything we do. Our team plays a central role in this effort and is the primary driver to retain and develop our existing customers.

As a Manager Customer Success (CSM), you will act as a strategic consultant and trusted advisor to our SMB customers. You dedicatedly engage with key partners and help them use the Freshworks platform fully.

Job Summary

Lead the overall strategic plan for the Customer Success team for a particular region based on customer segmentation.
Focus on key metrics - Churn, NRR, NPS by driving product adoption and delivering outstanding customer experience.
Deliver customer value through programs and initiatives.
Recruit and lead high performing teams that are highly motivated and engaged. Inspire and lead by challenging and maximizing the team's strength and aligning its efforts to CXG org's strategy.
Work closely with sales management and Regional Directors to drive cross-functionally and align on business strategies, renewal forecasting, engagement plans, and growth opportunities.
Manage customer escalations with speed and urgency, mobilizing resources across the company as appropriate.
Work closely with Program Manager (Customer Success) to derive data-driven insights/intelligence to run focused and result-oriented customer engagement programs.
Aligning with key customer stakeholders to establish a stronger customer relationship
management program (stakeholder mapping)
Implement and support compliance to Freshworks compliance and information security
processes

Desired Candidate Profile

Worked in an hyper-growth startup in the past, focused on operations and customer-success fields.
10 plus years of experience as a people management, project manager or account manager, with a commercial background.
Have previous experience scaling either customer success, onboarding or operational processes.
Are a natural problem solver and thrive best in an environment where you can shape your own role.
Are organized, strategic and love to be challenged.
Should love data and are an excel wizard - but have a creative streak every now and then.
Technical experience or working with engineering teams is a bonus.
Align with up-sell strategy and focus on selling with a retention focus
Help foster company-wide culture of Customer Success

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.