Lead - Customer Success (CX-EU)

Job Description

The Customer Success team proactively engages with customers to provide strategic and tactical guidance, ensuring they derive maximum value from the Freshworks suite of products. As a Customer Success Manager, you will drive product adoption, build strong relationships, and secure long-term customer retention.

IC3: Senior Customer Success Manager

• Experience: 7+ years of experience in SaaS Customer Success, with a proven track record of managing high-value Enterprise accounts.

• Impact You Will Create:

  • Own high-value, complex Enterprise relationships, executing robust stakeholder mapping and executive alignment.

  • Act as a strategic partner to the business, influencing product roadmaps based on deep enterprise use-case insights.

  • Mentor junior team members (IC1/IC2) and spearhead data-driven engagement programs that scale across the CS org.

Roles & Responsibilities (R&R)

• Customer Engagement: Engage proactively with customers using the established segment-based engagement model (Enterprise segment experience is a plus for IC2, mandatory for IC3).

• Use-Case Mapping: Understand and document customer business flows (especially for large/Enterprise accounts) and maintain a deep understanding of their business use cases.

• Product Expertise: Maintain deep knowledge of all Freshworks product lines. Ability to deliver tailored product demos and architect solutions using the best product-fit.

• Relationship Management: Align with key customer stakeholders to establish a strong customer relationship management program (stakeholder mapping).

• Value Optimization: Evaluate how customers manage their Freshworks product suite investment and identify efficiency and effectiveness gains across their processes and tools.

• Innovation & Advocacy: Promote awareness of the latest innovations and upcoming features/products in the Freshworks pipeline.

• Cross-Functional Collaboration: Partner with internal teams (Product, Sales, Pre-Sales, Marketing, Support, etc.) to ensure customer issues are resolved and solutions are delivered.

• Data-Driven Success: Work alongside Program Managers to derive data-driven insights and intelligence to run focused, result-oriented customer engagement programs.

• Key Metrics: Own and drive two primary business metrics: Product Adoption and Customer Retention.

• Compliance: Implement and support Freshworks compliance and information security processes.

Qualifications

Skills & Competencies

• Communication: Exceptional written and verbal presentation/communication skills (Essential). Ability to articulate complex technical or vendor concepts to audiences of varying technical levels.

• Consultative Mindset: Proven track record of establishing yourself as a strategic trusted advisor to clients.

• Ownership: A self-starter who can independently own ongoing customer success for both large and small clients.

• Reporting: Ability to track, report, and share client health status at timely, pre-defined intervals.

• Tool Proficiency: Experience using standard customer management tools (e.g., Gainsight, Salesforce, Freshsuccess, or equivalents).

Qualifications & Workplace Requirements

• Education: Minimum Graduation / Bachelor's Degree is mandatory.

• Work Setup: In-office role based on the allotted shift alignment.

Additional Information

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and 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, and business. Fresh vision. Real impact. Come build it with us.