AddressJob 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
