Lead - Customer Success (EX) Top Tier
Freshworks•4h ago
Bengaluru, inOnsiteFull-timeMid Level7+ yrs exp
Top focus
Customer Success Manager
- 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
- 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
- Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations. Fresh vision. Real impact. Come build it with us.
- As a Lead Customer Success Manager , you will manage a portfolio of strategic customers across ANZ, APMEA
- India , helping them maximize the value of their investment in Freshservice . You will act as a trusted advisor, driving product adoption, customer health, renewals
- long-term success while partnering closely with Sales, Support, Product
- Professional Services. Key Responsibilities Manage strategic customer relationships throughout the post-sales lifecycle. Drive product adoption, customer health
- business outcomes for Freshservice (EX/ITSM). Build trusted relationships with IT leaders and executive stakeholders through regular business reviews. Proactively identify risks, develop success plans
- improve customer retention. Partner with Account Managers to identify expansion opportunities and maximize customer value. Collaborate with cross-functional teams to resolve customer issues and advocate for customer needs. Maintain deep product knowledge and guide customers on best practices and new capabilities.
- 7+ years of experience in Customer Success, Technical Account Management, or Account Management within a SaaS company. Experience managing enterprise or strategic customer portfolios across ANZ, APMEA, or India . Strong understanding of ITSM, Employee Experience, or enterprise SaaS solutions . Proven ability to drive customer adoption, renewals, retention, and executive stakeholder engagement. Excellent communication, relationship management, and problem-solving skills. Experience with CRM platforms (Salesforce preferred)
- knowledge of ITIL or ITSM platforms such as Freshservice or ServiceNow is a plus. Note: This is an Individual Contributor (IC3) role supporting customers across ANZ, APMEA, and India.
- At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose
- passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions
- ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities
- business. Fresh vision. Real impact. Come build it with us.
Required skills
Customer SuccessTechnical Account ManagementAccount ManagementSaaSITSMEmployee ExperienceSalesforceITILServiceNow