Senior Manager - Customer Success Top tier
Senior Manager - Customer Success Top tier
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Job Description
As the Senior Manager Customer Success you will lead a highperforming team overseeing the endtoend customer journey. Your role will be pivotal in developing strategies to drive customer engagement with clear value outcomes retention minimize churn create expansion and foster customer advocacy. Working closely with Sales Product and Support you will ensure our customers derive maximum value from our solutions while helping to scale our customer success initiatives across the organization.
Key Responsibilities:
Leadership & Team Management: Lead mentor and develop a team of Customer Success Managers (CSMs) driving high performance and fostering a customerfirst culture. Provide guidance on complex customer issues and ensure consistent team execution of customer success strategies.
Customer Retention & Churn Reduction: Develop and execute strategies to reduce churn and ensure the longterm success of our customer base. Proactively identify atrisk accounts develop mitigation plans and work with customers to address challenges before they escalate.
Customer Lifecycle Ownership: Oversee the full customer journey from onboarding through renewals and expansions ensuring each phase is optimized for customer satisfaction value delivery and growth. Collaborate with Sales on upsell and crosssell opportunities.
Customer Advocacy & Expansion: Foster strong relationships with key decisionmakers and champions within customer organizations. Advocate for customer needs internally ensuring alignment with product roadmaps and company initiatives that drive customer success.
DataDriven Insights & Reporting: Leverage data to measure and improve customer health monitor KPIs (e.g. CSAT retention) and make informed decisions to drive account success. Report on team performance customer outcomes and churn reduction efforts to senior leadership.
Process Improvement & Scalability: Refine customer success processes and systems to improve efficiency scale operations and enhance the overall customer experience. Partner with crossfunctional teams to streamline workflows and ensure a seamless customer experience.
Qualifications :
Bachelors degree in Business Marketing or a related field (or equivalent experience). Masters in Business Administration preferred
13 years of overall experience in Customer Success Account Management or similar roles with at least 4 years in a leadership position handling India or Asia enterprise markets.
Proven track record of managing customer success teams and delivering exceptional customer outcomes.
Strong understanding of customer lifecycle management retention strategies and account growth.
Excellent leadership interpersonal and communication skills with the ability to build relationships with both customers and internal teams.
Be an Evangelist of products with ability to speak in multiple forums about customer and industry trends
Datadriven mindset with the ability to analyze customer metrics and derive actionable insights.
Ability to work crossfunctionally and influence decisionmaking at all levels of the organization.
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 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.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
