Lead - Customer Success (Top-Tier Accounts)

📋 Description

• • Own a portfolio of Freshworks’ largest and most strategic Mid-Market & Enterprise accounts in North America, acting as the single-threaded owner of their post-sale journey—from onboarding through renewal and expansion.
• • Translate each customer’s EX (Employee Experience) vision and strategic goals into a living, data-driven Success Plan that maps Freshworks solutions to measurable business outcomes, key milestones, and ROI targets.
• • Drive product adoption at scale by analyzing usage telemetry, support tickets, and NPS feedback; surface adoption gaps, craft prescriptive enablement programs, and track leading indicators to ensure customers hit value-realization checkpoints within 90, 180, and 365 days.
• • Lead high-impact Quarterly Business Reviews (QBRs) onsite or virtually with C-level and VP stakeholders, presenting benchmark data, maturity assessments, and AI-driven recommendations that tie directly to cost savings, CSAT improvements, and revenue growth.
• • Serve as a consultative expert on Helpdesk, Chat, AI, and Telephony best practices—guiding customers through configuration, workflow redesign, and change-management initiatives that unlock new efficiency gains and elevate end-user satisfaction.
• • Proactively identify churn risk signals (declining usage, budget freezes, competitive noise) and orchestrate cross-functional “save plays” involving Support, Product, and Executive leadership to protect ARR and strengthen executive relationships.
• • Partner with Sales Directors on whitespace mapping, co-creating expansion strategies that introduce additional Freshworks products, new geographies, or departmental rollouts—delivering 120%+ net revenue retention across your book of business.
• • Champion the voice of the customer inside Freshworks: synthesize field insights into actionable Product Requirements Documents (PRDs), influence roadmap prioritization, and co-host customer advisory boards that shape next-gen AI capabilities.
• • Mentor a pod of Customer Success Managers and Solution Architects, providing deal coaching, QBR shadowing, and career-path guidance that elevates team performance and succession readiness.
• • Travel up to 25% to customer sites, user groups, and industry events, building trust through face-to-face workshops, executive briefings, and community thought-leadership sessions.
• • Establish and maintain executive-level relationships (CIO, CCO, VP IT, VP CX) that position Freshworks as a strategic partner rather than a vendor—securing multi-year renewals and reference-worthy success stories.
• • Leverage AI analytics within Freshworks’ own platform to surface predictive insights, automate routine check-ins, and scale personalized engagements across a high-touch portfolio without sacrificing white-glove service quality.
• • Collaborate with Marketing to co-author case studies, ROI calculators, and joint webinars that showcase customer achievements and generate pipeline for expansion and new-logo pursuits.
• • Own key performance metrics: Gross Revenue Retention ≥ 92%, Net Revenue Retention ≥ 120%, Product Adoption Score ≥ 75%, and Customer NPS ≥ 50—reporting progress weekly to the Director of Customer Success.
• • Continuously refine playbooks, templates, and enablement assets that accelerate time-to-value for future customers and codify institutional knowledge across the global CS organization.