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Customer Success Lead

2 months ago

London, Greater London, United Kingdom Freshworks Full time

About the Role

We are seeking a highly skilled Customer Success Lead to join our team at Freshworks. As a key member of our customer-facing team, you will be responsible for ensuring the success of our customers by delivering exceptional customer experiences.

Responsibilities:

  • Customer Success Planning
    • Develop and execute customer success plans to ensure customer satisfaction and growth.
    • Work closely with customers to understand their business goals and objectives.
  • Account Growth
    • Identify and develop opportunities for account expansion and growth.
    • Partner with cross-functional teams to deliver seamless support to customers.
  • Relationship Building
    • Build and maintain strong relationships with customers and internal stakeholders.
    • Provide coaching and education to improve adoption of our products.
  • Risk Management
    • Identify and manage risk throughout the year through proactive touchpoints.
    • Develop resolution strategies to address customer concerns.
  • Customer Advocacy
    • Identify successful customers and turn them into advocates.
    • Measure customer satisfaction and Net Promoter Score (NPS).

Requirements:

  • At least 5+ years of Customer Success or related experience in a B2B environment.
  • Experience in presenting technology solutions to customers and internal stakeholders.
  • Strong communication and interpersonal skills.
  • Ability to work in a fast-paced, global team environment.

What We Offer:

  • Competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • Collaborative and dynamic work environment.