Lead - Customer Success (Remote) at Freshworks

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Company Description
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.
Freshworks provides intelligent customer engagement software for businesses of all sizes, making it easy for teams to win customers for life. More than 50,000 businesses trust Freshworks, including our employee engagement, customer engagement and CRM solutions, to better support employees so businesses can increase customer satisfaction and lifetime value. Our products are ready to go, easy to use, and offer a quick return on investment.
Freshworks has received numerous accolades that include ranking #16 on the prestigious Forbes' Cloud 100 and #22 on the Battery Ventures/Glassdoor Best Places to Work lists.
Headquartered in San Mateo, California, Freshworks has a dedicated global team operating from 13 locations to serve our customers throughout the world. Freshworks is backed by leading investors including Accel, CapitalG, Sequoia Capital and Tiger Global Management.
Job Description
  • "Own the customer" as the single point of contact, defining a success plan with deliverables, and ensuring clear communication across all activities of the customers' post-sale journey
  • Be consultative and build in-depth relationships and a complete understanding of their business goals and objectives
  • Build credibility, relationships, and influence C-level stakeholders by advocating our 'Customers for Life' philosophy
  • Be passionate about the products, understand the outcomes the freshworks product and its features deliver to customers goals.
  • Provide coaching and education to improve adoption of the Freshworks product
  • Identify, clearly communicate and manage risk throughout the year through proactive touchpoints and taking the lead in developing resolution strategies
  • Identify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars and blogs
  • Introduce and implement new products and features to your customers based off of needs that you have uncovered in your strategic conversations
  • Partner with Account Managers to help ensure expansion opportunities are identified and closed successfully
  • Develop and execute all phases of a subscription renewal plan by ensuring on-time invoicing and onboarding all customers to project managing potential development or functional improvements
  • Collaborate with internal stakeholders (Engineering, Product, Sales, Support, and Execs) to complete customer goals, be the "Voice of the Customer" to provide visibility and/or escalations, and maintain strong reference ability across your book of customers

Qualifications
  • 3+ years CSM experience and preferably within the SaaS industry
  • Experience working closely with C-level / SVP-level executives at customers (CIO, CTO Preferred)
  • Experience with executive business reviews and running engaging webinars
  • At ease demonstrating product functionality; ability to provide comprehensive overview of key business use cases
  • Experience creating structured programs to drive adoption
  • Experience influencing change in complex organization
  • Engaging phone & video presence: enthusiastic and high energy, but also poised, confident, and extremely professional
  • Comfortable in fast-paced, global team

Additional Information
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 or 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, our communities and our business.
Summary of Freshworks Benefits:
Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Flexible PTO + paid time off, flexible spending, commuter benefits, work from home, 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.
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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Technology we use

  • Product
  • Sales & Marketing
    • ConfluenceManagement
    • JIRAManagement
    • FreshdeskManagement
    • FreshserviceManagement
    • Freshsales CRMManagement
    • FreshmarketerManagement
    • FreshchatManagement
    • FreshcallerManagement
    • FreshsuccessManagement
    • FreshteamManagement
    • FreshconnectManagement
    • FreshreleaseManagement
    • FreshpingManagement
    • FreshstatusManagement
    • Freshsales CRMCRM
    • FreshmarketerEmail
    • FreshmarketerLead Gen

An Insider's view of Freshworks

What’s the vibe like in the office?

One of the things I've loved most since starting at Freshworks is how much the team values company culture. Everyone in the office is working hard, celebrating successes, and all the while having a great time. Collaboration is also a big aspect of the sales team - everyone is quick to jump in to help!

LAUREN

Account Executive

What's the biggest problem your team is solving?

It is great being part of a team that is helping companies hit the refresh switch on business software. Freshworks is letting businesses know that their software doesn’t have to be clunky or expensive. Being able to help companies overcome these challenges is truly rewarding!

TAYLOR

Account Executive

What makes someone successful on your team?

You have to be a team player. We are all in each other's corners and the collaborative and interactive workspace is one that I have come to value greatly. You will be presented with ongoing opportunities to grow, learn, and step into leadership roles. The willingness to volunteer for these roles and step into new challenges is a valuable attribute.

JENNY

Solution Engineer

What is your vision for the company?

Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close and keep their customers for life. We provide refreshing software that your teams will love. All our products are ready to go, easy to use, and offer great value to any type of business.

GIRISH

Founder & CEO

How does your team reward individual success?

My team meets on a regular basis, & we begin every meeting with a few minutes dedicated to acknowledging each other successes / wins in that public forum. It's not uncommon for multiple people to give this type of positive feedback, and the entire team celebrates as a unified group. It's an awesome way to ensure that each individual is recognized

DAVID

Senior Engagement Manager

What are Freshworks Perks + Benefits

Freshworks Benefits Overview

Freshworks provides a comprehensive benefits plan, including health insurance, vision, dental, retirement, and unlimited time off (among a lot of other cool things too!)

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Freshworks Women 360 is an employee group aimed at community service, professional development, and career growth.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Classpass and a fitness/reading stipend
Team workouts
Retirement & Stock Options Benefits
401(K)
The 401(k) retirement plan offers a broad selection of stocks, bonds and international index funds to choose from.
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Freshworks has a lucrative sales commission program as well as a performance bonus for other functions, which are dependent on individual and company performance.
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Freshworks offers pre-tax commuter benefits for all employees.
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning

Additional Perks + Benefits

Since working from home in mid March, we have added additional benefits to ensure our employees are fully supported, mentally and physically!
- One time WFH accessories stipend
- Monthly internet allowance
- Classpass membership offering
- 6-month long free DashPass subscription
- Reading & fitness stipend

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