About this role
Responsibilities
Lead and coach a team of CSMs managing a large SMB customer portfolioDrive product adoption, retention, renewals and expansions at scaleDefine and execute scalable engagement models (tech-touch / low-touch / high-touch)Understand customer workflows and document repeatable success playbooksEnable the team to deliver use-case driven demos and solutionsMonitor product usage and customer health to identify risks and growth opportunitiesAct as an escalation point for customer issues, renewals and churn risksPartner with Product, Sales, Pre-Sales, Marketing, Support to drive outcomesPromote new features and product innovations across the customer baseUse data and CS tools (e.g., Natero) to improve engagement and adoptionOwn key metrics: Adoption, Retention, NRR, Churn, NPS/CSATEnsure compliance with information security standards Proven ability to act as a strategic trusted advisorStrong communication, presentation, and articulation skillsSelf-starter with the ability to manage diverse customer portfoliosAbility to report and share customer status regularlyBachelor’s Degree in Computer Science or Business preferred10+ years of experience in Customer Success or SaaS customer-facing rolesPeople management experience leading Customer Success teamsExperience working in SMB or high-volume SaaS environments At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.