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 the Senior Manager - Customer Success, you will lead a high-performing team, overseeing the end-to-end customer journey. Your role will be pivotal in developing strategies to drive customer engagement with clear value outcomes, retention, minimize churn, create expansion and foster customer advocacy. Working closely with Sales, Product, and Support, you will ensure our customers derive maximum value from our solutions while helping to scale our customer success initiatives across the organization.Key Responsibilities:<ul><li>Leadership &amp; Team Management: Lead, mentor, and develop a team of Customer Success Managers (CSMs), driving high performance and fostering a customer-first culture. Provide guidance on complex customer issues and ensure consistent team execution of customer success strategies.</li><li>Customer Retention &amp; Churn Reduction: Develop and execute strategies to reduce churn and ensure the long-term success of our customer base. Proactively identify at-risk accounts, develop mitigation plans, and work with customers to address challenges before they escalate.</li><li>Customer Lifecycle Ownership: Oversee the full customer journey from onboarding through renewals and expansions, ensuring each phase is optimized for customer satisfaction, value delivery, and growth. Collaborate with Sales on upsell and cross-sell opportunities.</li><li>Customer Advocacy &amp; Expansion: Foster strong relationships with key decision-makers and champions within customer organizations. Advocate for customer needs internally, ensuring alignment with product roadmaps and company initiatives that drive customer success.</li><li>Data-Driven Insights &amp; Reporting: Leverage data to measure and improve customer health, monitor KPIs (e.g., CSAT, retention), and make informed decisions to drive account success. Report on team performance, customer outcomes, and churn reduction efforts to senior leadership.</li><li>Process Improvement &amp; Scalability: Refine customer success processes and systems to improve efficiency, scale operations, and enhance the overall customer experience. Partner with cross-functional teams to streamline workflows and ensure a seamless customer experience.</li></ul>

<ul><li>Bachelor's degree in Business, Marketing, or a related field (or equivalent experience). Masters in Business Administration preferred</li><li>13+ years of overall experience in Customer Success, Account Management, or similar roles, with at least 4+ years in a leadership position handling India or Asia enterprise markets.</li><li>Proven track record of managing customer success teams and delivering exceptional customer outcomes.</li><li>Strong understanding of customer lifecycle management, retention strategies, and account growth.</li><li>Excellent leadership, interpersonal, and communication skills, with the ability to build relationships with both customers and internal teams.</li><li>Be an Evangelist of products with ability to speak in multiple forums about customer and industry trends&#xa0;</li><li>Data-driven mindset with the ability to analyze customer metrics and derive actionable insights.</li><li>Ability to work cross-functionally and influence decision-making at all levels of the organization.</li></ul>&#xa0;

<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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