Lead, Customer Success Enablement

Company Description

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). 

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. 

Job Description

The Customer Success Enablement Lead, is responsible for developing and delivering customer success training programs, collaborating with stakeholders, and building effective training to empower customer success teams to achieve their goals. The ideal candidate will have a strong track record of success in customer success enablement roles with experience in delivering training, developing content, and optimizing customer success processes. Additionally, the ideal candidate must be a self-starter with strong delivery skills, both in-person and virtually, and the ability to develop innovative solutions to improve customer success performance.

Key Responsibilities:

• Execute plans and programs from the Enablement leadership and track impact metrics.
• Deliver onboarding sessions for new joiners and deliver need-based programs for customer success reps.
• Develop and deliver engaging and informative customer success training programs, both in-person and virtually, that align with the overall strategy and goals.
• Build engaging content that supports the delivery of training programs, such as presentations, simulations, and role-playing exercises.
• Design and maintain customer success training materials, presentations, and resources.
• Collaborate with marketing and product teams to create high-quality customer success collateral, presentations, and playbooks that effectively communicate product value propositions and customer success messaging.
• Work closely with customer success leadership to identify training needs and develop customized training plans for customer success teams.
• Deliver training programs in various formats, including in-person workshops, online webinars, and self-paced learning modules.
• Facilitate interactive learning experiences that promote engagement and knowledge retention.

Please note this is a hybrid role with onsite expectations of 3x/ week (Tue - Thur) from our Denver, CO office location. 

Qualifications

• 6-7 years of work experience in Customer Success, Customer Success Coaching, or Customer Success Training.
• Professional certifications in customer success training is a plus
• Strong knowledge of the customer success process, methodologies, and best practices.
• Excellent presentation and coaching skills.
• Familiarity with e-learning platforms and role-playing activities.
• Excellent problem-solving capabilities.
• Excellent networking skills.
• Excellent verbal and written communication skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• A proactive and adaptable mindset with a commitment to continuous improvement.

Additional Information

Colorado Pay Range: $118,000 - $170,000 

Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.

Freshworks Benefits: Freshworks offers multiple options for medical, dental, vision, disability and life insurance. Flexible time off (plus paid US holidays), commuter benefits (attached to a flexible spending account) and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

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.