At Freshworks, diversity powers innovation because great ideas can and do come from everywhere. We encourage people from all backgrounds&mdash;particularly historically underrepresented and marginalized&mdash;to join us.
We strive for a workplace culture where everyone can bring their authentic selves to work, feel comfortable speaking out, take risks, and feel they&rsquo;re an integral part of the Freshworks team. It&rsquo;s simple: Happy, fulfilled employees do better, more innovative work.
Our employee resource groups (ERGs) help employees meet, learn, share their unique perspectives, and connect with mentors and opportunities.
Our current ERGs include Women360 and Prideworks, our global LGBTQIA+ group, with more to come as we continue to look for ways to support each other in our goals.

Freshworks

Freshworks has partnered with one of the leading childcare providers in India, offering services for children aged five months to 6 years in select cities like Chennai, Bangalore, Hyderabad, etc.

Freshworks Inc. (with its subsidiaries, &ldquo;Freshworks&rdquo;) is committed to providing a work environment free of harassment, ensuring all individuals are treated with respect and dignity. The Policy Against Sexual and Other Workplace Harassment prohibits any form of harassment based on various factors, such as race, color, creed, gender, gender identity or expression, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), religion, veteran and military status, marital status, registered domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition (including genetic information or characteristics), sexual orientation, or any other characteristic protected by federal, state, or local laws

Freshworks provides 26 weeks (182 days) of maternity leave and 84 days of adoption leave.

Freshworks has partnered with Practo, one of India&rsquo;s largest digital healthcare platforms, to provide all employees access to online doctor&rsquo;s consultations, appointment booking, online medicine delivery, and health check-ups.

Online Doctor’s Consultation

As a Customer Success Lead, your primary responsibility will be to engage with our clients, build strong relationships, and ensure they get the most value from our suite of products. 
&#xa0;Key Responsibilities 
Customer Relationship Management: 
Build and nurture customer relationships with a portfolio of assigned accounts, post onboarding through the entire customer lifecycle. 
Retention Excellence:&#xa0;Focus on ensuring high customer retention rates and meeting retention goals. 
Stakeholder Engagement:&#xa0;Develop and maintain trusted working relationships with key decision-makers and power users within client organizations. 
Client Understanding:&#xa0;Gain a deep understanding of your assigned clients' needs, objectives, and processes to facilitate successful adoption of Freshworks products. 
Value Maximization:&#xa0;Collaborate closely with the sales team to identify opportunities for upselling additional services, integrations, and features that enhance client success. 
Proactive Risk Mitigation:&#xa0;Identify and proactively address risks to client success, engaging clients whenever retention issues are identified. 
Retention Planning:&#xa0;Develop and execute retention plans for clients at risk of churn, ensuring their continued satisfaction. 
Issue Resolution:&#xa0;Drive the resolution of escalated account issues, working closely with Billing, Support, and other departments. 
Product Expertise:&#xa0;Maintain an expert level of knowledge regarding Freshworks products and services. 
Client Advocacy:&#xa0;Represent client interests internally, communicating product concerns, shortcomings, and missing features that may pose retention risks to senior leadership. 
Contract Management:&#xa0;Manage inquiries, questions, and issues related to contracts from clients and other departments.

<ul><li>Proven success in a Customer Success or Account Management role for a SaaS/product company, with 7 to 12 years of experience.</li><li>Expertise in account portfolio planning, management, and prioritization. Strong attention to detail and a proactive approach to problem-solving.</li><li>In-depth knowledge of customer success best practices. Experience driving client adoption of technology or software products.</li><li>Exceptional communication and relationship management skills. If you are passionate about customer success, thrive in a fast-paced environment, and are ready to make a significant impact as an Individual Contributor in our team, we encourage you to apply for this exciting opportunity.</li></ul>Note:&#xa0;This is an individual contributor role and it functions in the US shift.

<div sr-tagline=""></div>At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

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