Freshworks
SaaS
LeadCustomerSuccessManager
“Lead Customer Success Manager at Freshworks. Skills: Customer Success Management, Account Management, Customer Retention, Product Adoption. Build and maintain customer relationships. Serve as trusted advisor”
What You'll Achieve.
Drive retention; Drive product adoption; Drive account growth; Improve adoption; Mitigate churn; Support successful renewals; Accelerate time-to-value; Improve customer outcomes; Drive net revenue retention
Industry & Context.
Root cause analysis
Travel as needed
What They're Looking For.
Must Have
5-7 years customer-facing experience, Manage Mid-Market/Enterprise accounts, SaaS environment experience, Build relationships with stakeholders, Drive customer retention, Drive product adoption, Identify growth opportunities, Manage customer engagements, Balance multiple priorities, Understand customer experience, Understand employee experience, Understand SaaS platforms, Understand customer success best practices, Quickly understand technical concepts, Quickly understand business concepts, Clearly communicate value, Working knowledge of enterprise architecture, Familiarity with technology ecosystems
Nice to Have
Experience with Freshworks products
What You'll Do.
Build and maintain customer relationships
Serve as trusted advisor
Drive product adoption
Help customers realize value
Partner with Account Managers
Develop account strategies
Execute account strategies
Analyze customer health
Analyze product usage
Analyze engagement data
Identify opportunities
Collaborate with cross-functional teams
Accelerate time-to-value
Improve customer outcomes
Drive net revenue retention
Guide customers through adoption
Execute customer success plans
Serve as primary point of contact
Manage customer inquiries
Manage issue resolution
Lead customer engagements
Conduct business reviews
Conduct product feedback sessions
Conduct success planning discussions
Conduct executive stakeholder meetings
Travel to support relationships
How You'll Work.
Team & Collaboration
Cross-functional teams; Sales; Product; Engineering; Support; Marketing; Renewals; Professional Services; Customer Advocacy
Communication Scope
Communicate value
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