Freshworks
About Freshworks & Role Overview
Freshworks builds uncomplicated, enterprise-grade CX and EX software trusted by nearly 75,000 companies globally.
Located in Bengaluru, India, the Lead – Customer Success Manager (EX – Top Tier) is an Individual Contributor (IC3) role. This position manages a strategic portfolio of enterprise accounts across ANZ, APMEA, and India, acting as a trusted advisor to IT leaders to drive adoption, health, renewals, and long-term value for Freshservice (Employee Experience/ITSM).
Key Responsibilities & Deliverables
Strategic Account Management: Own post-sales relationships for top-tier enterprise accounts across ANZ, APMEA, and India.
Adoption & Value Realization: Drive product adoption, track account health, and conduct regular Executive Business Reviews (EBRs) with IT leaders and stakeholders.
Retention & Risk Mitigation: Develop proactive success plans, identify account risks early, and drive customer retention and renewals.
Expansion & Advocacy: Partner with Account Managers to identify upsell/cross-sell expansion opportunities and advocate for customer needs internally.
Cross-Functional Alignment: Collaborate with Sales, Support, Product, and Professional Services to resolve complex customer issues and share ITSM best practices.
Qualifications & Skills
Experience & Background
Experience: 7+ years in Customer Success, Technical Account Management, or Account Management in a SaaS enterprise setting.
Regional Experience: Proven track record managing enterprise/strategic accounts across ANZ, APMEA, or India.
Domain Focus: Strong expertise in ITSM, Employee Experience (EX), or enterprise SaaS frameworks (ITIL knowledge or experience with Freshservice/ServiceNow is a plus).
Core Competencies
Executive stakeholder management, retention strategies, and renewal management.
Strong problem-solving, communication, and relationship-building skills.
Proficiency in CRM platforms (Salesforce preferred) and Customer Success tools.
Role Details
Location: Bengaluru, India
Role Level: Individual Contributor (IC3)
Target Regions: ANZ, APMEA, and India
Employment Type: Full-time
To apply for this job please visit jobs.smartrecruiters.com.