customer success director

Pepper

<div>
 
 
 Director of Customer Success &ndash; Marketing Services (SEO, Content &amp; Organic Growth)
 
 
 
 
 Location / Time Zone:
 
 US Eastern Time Zone (5 PM IST - 2 AM IST)
 
 
 
 Type:
 
 Full-time working out of Office in Mumbai (Andheri East)
 
 
 
 
 
 
 About Pepper
 
 
 
 
 
 
 Pepper is an
 
 AI-native marketing services company
 
 redefining how enterprise brands scale organic growth through a unified blend of
 
 strategy, creative talent, technology, and automation
 
 . Formerly Pepper Content, we&rsquo;ve rebranded as
 
 &ldquo;The Anti-WPP&rdquo;
 
 , building an AI-powered marketing services engine that seamlessly combines top global creative talent with proprietary workflows and automation to deliver measurable, scalable outcomes for modern CMOs.
 
 
 
 
 
 Our
 
 platform and services
 
 bring together content, data, talent, and AI to help brands plan, create, manage, distribute, and measure high-impact marketing programs&mdash;all on one intelligent system designed for enterprise growth and efficiency.
 
 
 
 
 
 At Pepper, you&rsquo;ll be part of a team shaping the
 
 future of marketing services
 
 , where
 
 SEO, content, customer success, and technology converge
 
 to deliver outcomes that matter.
 
 
 
 Role Overview
 
 
 
 
 
 
 We are seeking a
 
 Director of Customer Success &ndash; Marketing Services
 
 to lead
 
 client growth, delivery excellence, and strategic success outcomes
 
 for our enterprise customers across SEO, content, and organic growth channels.
 
 
 
 
 
 This role is
 
 P&amp;L accountable -
 
 you&rsquo;ll own revenue growth, customer satisfaction, retention, upsell, and the operational delivery systems that power a world-class customer experience.
 
 
 
 
 
 You&rsquo;ll be a
 
 leader and builder
 
 &mdash;hands-on in delivery, systems design, team development, and a strategic partner to both clients and internal product/engine teams.
 
 
 
 
 
 This is an opportunity for someone
 
 entrepreneurial, operationally excellent, and deeply experienced in organic marketing services
 
 to help scale Pepper&rsquo;s success engine alongside our customers and product roadmap.
 
 
 
 
 
 
 What You&rsquo;ll Own
 
 
 
 
 
 
 
 Customer Success &amp; Growth Outcomes
 
 
 <ul>
 <li>
 Lead a team responsible for
 
 client adoption, retention, and expansion
 
 across enterprise portfolios.
 </li>
 <li>
 Set and deliver against
 
 US-level customer experience KPIs,
 
 including NPS, retention, growth, and portfolio profitability.
 </li>
 <li>
 Build trusted executive relationships with CMOs, Heads of Marketing, and growth leaders.
 </li>
 <li>
 Drive consistent business outcomes tied to SEO, content strategies, organic acquisition, and brand authority.
 </li>
 </ul>
 
 
 
 
 
 P&amp;L &amp; Portfolio Management
 
 
 <ul>
 <li>
 Own the
 
 Profit &amp; Loss responsibility
 
 for a portfolio of enterprise accounts.
 </li>
 <li>
 Forecast, plan, and deliver
 
 revenue growth, renewals, and upsell motions
 
 .
 </li>
 <li>
 Collaborate with sales, strategy, and marketing to develop scalable pricing and service models.
 </li>
 </ul>
 
 
 
 
 
 Delivery Leadership &amp; Systems Building
 
 
 <ul>
 <li>
 Architect and refine
 
 delivery systems, playbooks, and operational frameworks
 
 that ensure predictable outcomes and world-class execution.
 </li>
 <li>
 Ensure cross-functional coordination between SEO, content operations, analytics, product, and automation teams.
 </li>
 <li>
 Champion
 
 process excellence
 
 across onboarding, engagement, delivery, and reporting.
 </li>
 </ul>
 
 
 
 
 
 Domain Expertise &amp; Strategic Consulting
 
 
 <ul>
 <li>
 Provide
 
 senior strategic guidance
 
 across SEO, organic growth, content strategy, creative campaigns, and performance measurement.
 </li>
 <li>
 Translate data and analytics into actionable recommendations that demonstrably improve search visibility, traffic, leads, and business impact.
 </li>
 <li>
 Partner with product and engineering to inform feature roadmaps that enhance customer success capabilities.
 </li>
 </ul>
 
 
 
 
 
 Who We&rsquo;re Looking For
 
 
 
 
 
 
 
 Required Experience
 
 
 <ul>
 <li>
 
 10+ years
 
 in a customer success, client leadership, or strategic account role focused on marketing services (SEO, content, digital growth).
 </li>
 <li>
 Proven experience owning
 
 P&amp;L, revenue growth, and profitability
 
 with enterprise clients.
 </li>
 <li>
 Strong domain expertise across
 
 SEO strategy, content marketing, organic audience growth, and performance measurement
 
 .
 </li>
 <li>
 History of building or scaling
 
 delivery systems, playbooks, or platforms
 
 that support service excellence.
 </li>
 <li>
 Comfortable with
 
 data-driven decision-making
 
 and using insights to drive customer outcomes.
 </li>
 <li>
 Outstanding communication skills and ability to interact with senior client stakeholders.
 </li>
 </ul>
 
 
 
 
 
 Preferred Attributes
 
 
 <ul>
 <li>
 Experience in a
 
 technology-led services environment
 
 , blending delivery with product/system innovation.
 </li>
 <li>
 Familiarity with or passion for
 
 AI, automation, and tech-enabled growth engines
 
 in marketing.
 </li>
 <li>
 Demonstrated ability to operate in
 
 ambiguous, high-growth contexts
 
 where systems and culture are evolving.
 </li>
 <li>
 Entrepreneurial mindset, ownership mentality, and a
 
 bias for action
 
 .
 </li>
 </ul>
 
 
 
 
 
 In This Role You Will
 
 
 <ul>
 <li>
 Be a key architect of how Pepper
 
 delivers outcomes, not just services
 
 &mdash;blending SEO, content, data, and automation to fuel client impact.
 </li>
 <li>
 Help shape Pepper&rsquo;s
 
 go-to-market and customer success roadmap
 
 , contributing insights that influence product and platform investment.
 </li>
 <li>
 Lead a team of passionate delivery and success professionals who are
 
 client-obsessed and outcomes-focused
 
 .
 </li>
 </ul>
 
 
 
 
 
 Why Pepper?
 
 
 
 
 
 
 Pepper is building a
 
 next generation of marketing services
 
 that combines creative talent, AI, automation, and strategic insight. We&rsquo;re committed to
 
 fun, fast learning, and measurable impact
 
 for our customers and employees alike. As we grow globally, we want leaders who are
 
 builders, thinkers, and doers
 
 &mdash;ready to scale systems, teams, and business outcomes at enterprise scale.
 
</div>

Director of Customer Success – Marketing Services

Lemonade Insurance Company

<div><div>The Director of Customer Success will lead and scale RXNT&rsquo;s Customer Success function, ensuring strong onboarding, adoption, retention, and expansion across our healthcare provider customers. This leader will own the post-sale customer lifecycle, partnering cross-functionally with Product, Sales, Marketing, and Support to deliver a seamless and high-impact client experience.</div><div></div><div> 
This is both a strategic and hands-on leadership role &mdash; ideal for someone who thrives in a growing, performance-driven environment and understands the nuances of healthcare technology.</div><div></div><div> 
What you&rsquo;ll be doing:</div><div>
Customer Lifecycle Leadership</div><ul><li>Own the full post-sale journey: onboarding, implementation coordination, adoption, renewal, and expansion.</li><li>Design and optimize customer success playbooks that drive engagement and long-term retention.</li><li>Develop health scoring models and proactive outreach strategies to reduce churn.</li></ul><div></div><div> 
Team Leadership &amp; Development</div><ul><li>Lead, mentor, and scale a high-performing Customer Success team.</li><li>Establish clear KPIs and performance standards aligned to company growth goals.</li><li>Build a culture of accountability, empathy, and operational excellence.</li></ul><div></div><div> 
Retention &amp; Revenue Growth</div><ul><li>Drive gross and net revenue retention targets.</li><li>Identify upsell and cross-sell opportunities in partnership with Sales.</li><li>Create executive-level relationships with key accounts to strengthen long-term partnerships.</li></ul><div></div><div> 
Data &amp; Performance Management</div><ul><li>Implement and refine dashboards that track churn risk, adoption metrics, NPS/CSAT, and renewal forecasting.</li><li>Use data to inform strategy, resource allocation, and customer segmentation.</li></ul><div></div><div> 
Cross-Functional Collaboration</div><ul><li>Partner with Product to advocate for customer needs and inform roadmap decisions.</li><li>Align with Marketing on case studies, testimonials, and customer storytelling.</li><li>Work closely with Finance and Revenue Operations to forecast renewals and expansion revenue.</li></ul><div></div><div> 
What you'll need to flourish:</div><ul><li>7+ years of experience in Customer Success, Account Management, or Client Services within SaaS (healthcare tech strongly preferred).</li><li>3+ years leading and scaling teams.</li><li>Strong understanding of SaaS metrics (NRR, GRR, churn, LTV, CAC impact).</li><li>Experience working with healthcare providers, billing teams, or practice administrators is highly desirable.</li><li>Proven ability to build structure in a growing organization.</li><li>Exceptional communication and executive presence.</li></ul><div></div><div> 
Compensation:</div><div>
The starting base range for this position is between $147,000 and $168,000 per year. Base pay is one component of Lemonade's total compensation package, which will also include equity in the form of RSUs, access to healthcare benefits, 401(k) plan with company match, robust PTO, parental leave, and more.</div><div></div><div> 
Who we are:</div><div>
Lemonade completely reinvented how insurance works. As a customer-centric tech company, we created an insurance experience that is smart, instant, and delightful.</div><div></div><div> 
At Lemonade, you&rsquo;ll be working with a group of like-minded makers, who get a kick out of moving fast and delivering great products. We surround ourselves with some of the smartest, most motivated, creative people who are filled with positive energy and good karma.</div><div></div><div> 
Unlike most publicly traded companies, we&rsquo;re nimble and efficient. We take pride in the fact that we still think and operate like a startup. We don&rsquo;t care much about titles and hierarchy and instead focus on innovation, bold moves, and challenging the status quo.</div><div></div><div> 
Things to know&hellip;</div><div>
Lemonade is an equal opportunity employer committed to diversity and inclusivity. We never discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. If you require reasonable accommodations due to religious beliefs, pregnancy, or disabilities, let us know at any time.</div></div>

Director of Customer Success

PMP Management

<div>Become the Best Part of PMP Management!
PMP is seeking a motivated, detailed, communicative, and personable professional to join our team as Director of Client Success.
Who We Are
Property Management Professionals LLC. and/or PMP Management LLC. (PMP) is an industry-leading Association management firm providing extraordinary services to common interest developments throughout Southern California, Arizona, Utah, Colorado and Texas. PMP delivers a boutique-style level of service only a local management partner can, with the depth and breadth of support and training only seen at much larger management firms.
PMP is one of the fastest growing management firms in each of our respective markets, which provides our team members&rsquo; a unique opportunity to develop and grow their careers. Our people-centric culture attracts and retains the industry&rsquo;s top talent and has served as one of our competitive advantages, driving our growth and success over the past decade and a half.
To learn more about PMP and our unique company culture, we invite you to visit our social media platforms below:
Instagram/pmpmanage
facebook/pmpmanage
linkedin/company/pmpmanagement
Who We&rsquo;re Looking For
PMP is looking for energetic, passionate, personable, and detail-oriented professionals to join our growing team. The right candidate will embrace change, celebrate innovation, and have an unwavering passion for providing extraordinary customer service to our valuable clients.
Position Description: The Director of Client Success is a highly motivated self-starter who will lead and provide strategic sales initiatives, engage in marketplace sales activity, and work closely with the market leaders, operational executives, and the Marketing Department on lead generation, sales, and proposal generation. The role requires superior planning, outgoing communication skills, and strong business development skills together with the ability to effectively collaborate with various internal senior associates to grow our markets and achieve business development targets.
Position Duties:<ul><li>
Responsible for the ongoing development, implementation, and tracking of new client development.
</li><li>Work with the Marketing Team to develop and execute on sales strategies to obtain residential association management contracts that meet our growth goals and objectives.</li><li>
Assist in the growth of both current and potentially new market territories by:
</li><li>Proactively identify qualified new business opportunities</li><li>
Helping to develop marketing and sales materials
</li><li>Attending weekly marketing and business development meetings</li><li>
Manage and directly participate in the business development process, which includes delivering sales presentations to prospective clients</li><li>
Continually seek out innovative ways to communicate the PMP difference to prospective clients</li><li>
Monitor competition and stay abreast of industry trends</li><li>
Manage sales process through utilization of PMP&rsquo;s Universe Report</li><li>
Collaborate with Marketing Team and participate in preparation of proposal (RFP) responses</li><li>
Coordinate and/or participate in the preparation of sale presentations, including marketing and RFP preparation, coordinating team member attendance, and following through with client communications</li><li>
Other initiatives as identified leadership
</li></ul>Required Qualifications:<ul><li>
Education &amp; Experience: BS/BA Degree in business or related field from an accredited college or university preferred</li><li>
Minimum of 3 years sales experience in a service-related industry preferred</li><li>
Proficient in Microsoft&rsquo;s Excel, WORD, and Outlook programs</li><li>
Excellent communication skills, both written and verbal</li></ul>
To perform successfully in this role, an individual must be able to perform each of the essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill set and/or abilities required.<ul><li>
Demonstrates strong and effective customer service and relationship building skills</li><li>
Must be comfortable immediately developing rapport with a variety of personalities and potential clients during and after the sales process</li><li>
Work well under pressure and strictly adhere to deadlines</li><li>
Possess excellent grammar, spelling and proofreading skills</li><li>
Demonstrate good common sense, sound judgment, and a high ethical bar</li><li>
Consistently perform at high levels in a fast-paced ever-changing work environment</li><li>
Ability to work independently</li><li>
Capable of taking ownership of assigned tasks and to anticipate work requirements</li><li>
This position is one of &ldquo;active&rdquo; selling and has the responsibility to attend both internal and external business development meetings and / or events, which may include but is not limited to; industry conferences and meetings and company hosted business development events. Will require local market travel and some out of market travel with overnight stays.</li></ul>
What We Offer:
As a full-time exempt team member, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, vision. In addition, you will be eligible for time off benefits, paid holidays, and a 401k with a discretionary company match. Occasional travel will be required.
Disclaimer: This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties, and responsibilities to this job at any time.</div>

Director of Client Success

Rubrik

<div>
 
 Job Summary:
 
 
 
 
 Manager, Customer Success
 
 
 
 
 
 
 
 Location: Bengaluru
 
 
 
 
 Timings: (EST Shift:- 5:30 pm IST to 2:30 am IST)
 
 
 
 
 Job Summary
 
 
 
 The Manager, Customer Success, is a critical leadership role responsible for recruiting, coaching, and managing a team of Customer Success Managers (CSMs) dedicated to ensuring the long-term success, satisfaction, and retention of Rubrik's existing customer base.This role requires a strategic, data-driven leader who can instill a culture of proactive, value-based engagement and technical competence. Success will be measured by the collective performance of your team across key KPIs, including Time to Value, Adoption Metrics, and Customer Health Score improvement.
 
 
 
 Key Responsibilities
 
 
 
 
 Team Leadership &amp; Performance Management:
 
 
 <ul>
 <li>
 Recruit, onboard, train, and coach a high-performing team of CSMs, focusing on developing skills in driving customer success, Rubrik products and executive communication.
 </li>
 <li>
 Conduct regular 1:1 meetings, performance reviews, and quarterly goal setting, holding the team accountable for achieving activation and adoption targets.
 </li>
 <li>
 Manage team workload and employee assessments, based on team member capacity and expertise.
 </li>
 </ul>
 
 
 Operational Strategy &amp; Process Excellence:
 
 
 <ul>
 <li>
 Define, standardize, and enforce the team's execution of core CSM playbooks across the entire customer lifecycle (Activation, adoption, and retention).
 </li>
 <li>
 Collaborate with CS Operations to utilize metrics and data insights to continuously refine team engagement strategies and drive process efficiencies.
 </li>
 </ul>
 
 
 Risk Mitigation &amp; Escalation Management:
 
 
 
 Act as the escalation point for high-priority customer issues, providing strategic oversight, removing internal roadblocks, and ensuring prompt, satisfactory resolution by the team.
 
 <ul>
 <li>
 Oversee the team's execution of proactive retention strategies and collaborate closely with Sales and Renewals leadership to forecast and manage portfolio risk.
 </li>
 </ul>
 
 
 Cross-Functional Partnership &amp; Advocacy:
 
 
 <ul>
 <li>
 Serve as the advocate for the team's needs internally, actively partnering with peer managers and leadership across Product Management, Engineering, Technical Support, Renewals and Sales to secure resources and influence alignment.
 </li>
 <li>
 Provide regular, consolidated forecasts, updates, and business insights on portfolio performance and customer sentiment to senior leadership.
 </li>
 </ul>
 
 
 Required Qualifications and Skills
 
 
 
 
 Experience &amp; Management:
 
 
 <ul>
 <li>
 10+ years of total experience in Customer Success, Technical Account Management, Technical Support or a related customer-facing role, including 3+ years of direct people management experience leading a CSM or TAM team in a SaaS or enterprise software company.
 </li>
 <li>
 Strong technical understanding of data protection, backup and recovery, cloud data management, and cybersecurity concepts, sufficient to coach and challenge the team on technical engagement strategy.
 </li>
 <li>
 Exceptional coaching, mentoring, and team development skills.
 </li>
 <li>
 Excellent executive-level communication and presentation skills, with the ability to articulate strategy, risk, and team performance clearly to internal and external senior audiences.
 </li>
 </ul>
 
 
 Preferred Skills
 
 
 <ul>
 <li>
 Demonstrated ability to use Salesforce, Customer Success Platforms and business intelligence tools to manage team workflow, forecast results, and make data-driven decisions.
 </li>
 <li>
 Prior experience in defining and implementing Customer Success segmentation or scaling models is a plus
 </li>
 <li>
 Familiarity with cloud platforms (AWS, Azure, GCP) and experience driving Zero Trust security principles.
 </li>
 </ul>
 
 
</div>

Manager of Customer Success

dsquares

<div>Dsquares specializes in offering loyalty programs that bring our clients closer to their consumers.
Through our different range of solutions, we deliver end-to-end experience, managing and
executing all technical, operational, and commercial aspects of our customers&rsquo; loyalty programs.
From full loyalty programs, couponing solutions to interactive directory services, coupled with an
extensive network of merchants, Dsquares serves some of the most loved brands in the region.
Our People are our Brand - Developing seamless loyalty solutions is only possible when we&rsquo;ve got
a great team on our side. Our culture is open and empowering. If you are passionate and driven,
you will fit right in. 
 
About the Role:
At Dsquares, Account Management is not about servicing clients &mdash; it&rsquo;s about building long-term partnerships that create value, loyalty, and growth.
The Account Management Director is the custodian of our client relationships, leading strategic partnerships with key clients and ensuring Dsquares delivers meaningful, measurable impact across engagement, loyalty, and experience. This role blends commercial leadership, relationship depth, and cultural stewardship, turning clients into advocates and ambassadors of the Dsquares brand. 
Requirements 
Duties &amp; Responsibilities:
Client Strategy &amp; Relationship Leadership<ul><li>
Act as senior strategic partner to key clients, understanding their business objectives and translating them into value-driven solutions</li><li>
Build trusted, long-term relationships with C-suite and senior stakeholders</li><li>
Lead high-stakes client negotiations, renewals, and contract discussions</li><li>
Anticipate client needs and proactively propose growth opportunities</li></ul>
Revenue Growth &amp; Commercial Performance<ul><li>
Own account revenue targets, retention, and expansion (upsell/cross-sell)</li><li>
Drive account planning and forecasting in partnership with Sales and Finance</li><li>
Identify new opportunities within existing portfolios and convert them into measurable growth</li><li>
Ensure profitability and margin discipline across accounts</li></ul>
Team Leadership &amp; Capability Building<ul><li>
Lead, coach, and develop Account Management Managers &amp; Senior Account Management Managers</li><li>
Set clear performance expectations, KPIs, and development plans</li><li>
Foster a high-performance, client-centric culture</li><li>
Act as escalation point for complex or sensitive client matters</li></ul>
Operational Excellence<ul><li>
Ensure seamless delivery in collaboration with internal teams (Sales, Product, Marketing, Operations)</li><li>
Establish and optimize account management processes and governance</li><li>
Monitor client satisfaction, service quality, and delivery performance</li><li>
Drive consistency in reporting, reviews, and account health metrics</li></ul>
Stakeholder &amp; Cross-Functional Collaboration<ul><li>
Partner closely with Sales on acquisition-to-retention handover</li><li>
Work with Product/Operations to influence roadmap and service enhancements</li><li>
Represent the voice of the client internally</li></ul> 
Success Metrics<ul><li>
Net revenue retention (NRR) and account growth</li><li>
Renewal rates and contract value expansion</li><li>
Portfolio profitability and margin improvement</li><li>
Forecast accuracy and pipeline conversion</li><li>
Client advocacy tied to commercial outcomes</li></ul>
Key Skills &amp; Competencies<ul><li>
Strategic relationship management at senior/executive level</li><li>
Strong commercial and financial acumen</li><li>
Leadership and people development capability</li><li>
Negotiation and influence</li><li>
Client advocacy with business discipline</li><li>
Data-driven decision making</li><li>
Exceptional communication and stakeholder management</li></ul>
Experience &amp; Qualifications<ul><li>
8&ndash;12+ years&rsquo; experience in account management, client services, or customer success</li><li>
Proven experience managing large, complex, or global accounts</li><li>
Demonstrated leadership of account management teams</li><li>
Experience driving revenue growth within existing client portfolios</li></ul>
Required Languages:<ul><li> 
Fluency in Arabic and English (both written and spoken as main communication), and as content creation language</li></ul> 
Benefits 
<ul><li>
Comprehensive Wellbeing: Enjoy peace of mind with our private medical insurance and life cover
</li></ul><ul><li>Financial Growth: Reap the rewards of your hard work with our annual profit share and competitive compensation packages.</li><li>
Work-Life Balance: Achieve optimal well-being with our hybrid work environment, generous maternity and paternity benefits, and regular team-building events.</li><li>
Continuous Development: Expand your horizons through our commitment to learning and development opportunities.</li><li>
Perks and Privileges: Celebrate your journey with us through mobile allowances, transportation support, and a host of other employee-centric perks.</li></ul></div>

Account Management Director

Creativelogicx

We are looking for a proactive and client-focused Customer Success Manager/Lead to build strong relationships with customers, ensure satisfaction, and drive long-term retention. The ideal candidate will act as a bridge between clients and internal teams to deliver exceptional service.Key Responsibilities<ul><li>Manage and nurture client relationships</li><li>Onboard new customers and provide product training</li><li>Ensure customer satisfaction and retention</li><li>Identify upselling and cross-selling opportunities</li><li>Resolve client issues in coordination with support and technical teams</li><li>Track customer health metrics and prepare reports</li><li>Gather client feedback to improve products/services</li></ul>Requirements<ul><li>Bachelor&rsquo;s degree in Business, Marketing, or related field</li><li>5&ndash;10 years of experience in Customer Success / Account Management</li><li>Strong communication and presentation skills</li><li>Problem-solving mindset</li><li>Experience with CRM tools (HubSpot, Salesforce, etc.)</li></ul>Preferred Skills<ul><li>Experience in SaaS or IT industry</li><li>Strong analytical skills</li><li>Ability to manage multiple accounts</li></ul>Job Type: Full-timeWork Location: In person

Customer Success Manager/Lead

Freshworks

<div>
 
 Organizations everywhere struggle under the crushing costs and complexities of &ldquo;solutions&rdquo; that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.
 
 
 
 
 
 There&rsquo;s another option. Freshworks. With a fresh vision for how the world works.
 
 
 
 
 
 At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&amp;P Global, and Sony Music, trust Freshworks&rsquo; customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.
 
 
 
 
 
 
 Fresh vision. Real impact. Come build it with us.
 
 
 
 
 
 
 
 
 Job Description
 
 
 
 
 As a Customer Success Lead, your primary responsibility will be to engage with our clients, build strong relationships, and ensure they get the most value from our suite of products.
 
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 <ul>
 <li>
 Customer Relationship Management: Build and nurture customer relationships with a portfolio of assigned accounts, post onboarding through the entire customer lifecycle.
 </li>
 <li>
 Retention Excellence: Focus on ensuring high customer retention rates and meeting retention goals.
 </li>
 <li>
 Stakeholder Engagement: Develop and maintain trusted working relationships with key decision-makers and power users within client organizations.
 </li>
 <li>
 Client Understanding: Gain a deep understanding of your assigned clients' needs, objectives, and processes to facilitate successful adoption of Freshworks products.
 </li>
 <li>
 Value Maximization: Collaborate closely with the sales team to identify opportunities for upselling additional services, integrations, and features that enhance client success.
 </li>
 <li>
 Proactive Risk Mitigation: Identify and proactively address risks to client success, engaging clients whenever retention issues are identified.
 </li>
 <li>
 Retention Planning: Develop and execute retention plans for clients at risk of churn, ensuring their continued satisfaction.
 </li>
 <li>
 Issue Resolution: Drive the resolution of escalated account issues, working closely with Billing, Support, and other departments.
 </li>
 <li>
 Product Expertise: Maintain an expert level of knowledge regarding Freshworks products and services.
 </li>
 <li>
 Client Advocacy: Represent client interests internally, communicating product concerns, shortcomings, and missing features that may pose retention risks to senior leadership.
 </li>
 <li>
 Contract Management: Manage inquiries, questions, and issues related to contracts from clients and other departments.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 Proven success in a Customer Success or Account Management role for a SaaS/product company, with 7 to 12 years of experience.
 </li>
 <li>
 Expertise in account portfolio planning, management, and prioritization. Strong attention to detail and a proactive approach to problem-solving.
 </li>
 <li>
 In-depth knowledge of customer success best practices. Experience driving client adoption of technology or software products.
 </li>
 <li>
 Exceptional communication and relationship management skills. If you are passionate about customer success, thrive in a fast-paced environment, and are ready to make a significant impact as an Individual Contributor in our team, we encourage you to apply for this exciting opportunity.
 </li>
 </ul>
 
 Note: This is an individual contributor role and it functions in the US shift.
 
 
 
 
 
 
 Additional Information
 
 
 
 
 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.
 
 
 
 
</div>

Lead - Customer Success

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