Lead Customer Success Manager

About the role

Freshworks Inc. builds uncomplicated service software delivering exceptional employee and customer experiences through AI-driven CX and IT solutions. The Lead - Customer Success (CX - EU Enterprise) role proactively engages a portfolio of Mid-Market and Enterprise clients to drive product adoption, build relationships, and secure long-term retention. Based in Chennai, India, this is an in-office, full-time position requiring 6–9 years of experience, preferably in SaaS Customer Success.

What you’ll do

• Act as a strategic trusted advisor to a diverse portfolio of Mid-Market and Enterprise clients
• Prevent churn and drive expansion opportunities by uncovering inefficiencies and recommending optimized workflows
• Standardize best practices within the team and cross-functionally to improve the overall customer journey
• Engage proactively with customers using the established segment-based engagement mode and run QBRs / MBRs / EBRs
• Understand and document customer business flows (especially for large/Enterprise accounts) and maintain a deep understanding of their business use cases
• Maintain deep knowledge of all Freshworks product lines and deliver tailored product demos and architect solutions using the best product-fit
• Align with key customer stakeholders to establish a strong customer relationship management program (stakeholder mapping)
• Evaluate how customers manage their Freshworks product suite investment and identify efficiency and effectiveness gains across their processes and tools

What you’ll bring

• 6–9 years of experience, preferably in SaaS Customer Success
• Minimum Graduation / Bachelor's Degree is mandatory
• Exceptional written and verbal presentation/communication skills
• Proven track record of establishing yourself as a strategic trusted advisor to clients
• Self-starter who can independently own ongoing customer success for both large and small clients
• Ability to track, report, and share client health status at timely, pre-defined intervals
• Experience using standard customer management tools (e.g., Gainsight, Salesforce, Freshsuccess, or equivalents)

Skills

Education

Minimum Graduation / Bachelor's Degree is mandatory