Lead - Customer Success (Singapore)

Freshworks
Singapore
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementSkills: ["Communication","Presentation","Consultative mindset","Strategic advisory","Ownership"]

Drive product adoption and long-term retention for a portfolio of mid-market and enterprise customers. Serve as a strategic trusted advisor, prevent churn, and uncover expansion opportunities through workflow optimization. Lead proactive engagement using segment-based motions, run QBRs/MBRs/EBRs, and map customer use cases. Standardize best practices across teams, partner cross-functionally, and work with program managers on data-driven customer success programs while owning adoption and retention metrics.

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Freshworks
Freshworks
1 day ago

Lead - Customer Success (Singapore)

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Last checked: 6 hours agoStatus: Live

Job Summary

Drive product adoption and long-term retention for a portfolio of mid-market and enterprise customers. Serve as a strategic trusted advisor, prevent churn, and uncover expansion opportunities through workflow optimization. Lead proactive engagement using segment-based motions, run QBRs/MBRs/EBRs, and map customer use cases. Standardize best practices across teams, partner cross-functionally, and work with program managers on data-driven customer success programs while owning adoption and retention metrics.
Location: Singapore
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Act as a strategic trusted advisor to a diverse portfolio of mid-market and enterprise clients.
  • •Prevent churn and drive expansion by uncovering inefficiencies and recommending optimized workflows.
  • •Engage proactively with customers using segment-based engagement; run QBRs/MBRs/EBRs.
  • •Maintain deep product expertise across Freshworks product lines and deliver tailored demos and product-fit solutions.
  • •Own and drive key metrics for product adoption and customer retention; implement compliance and information security processes.

Key Requirements

  • •Experience in SaaS Customer Success (preferred).
  • •Exceptional written and verbal presentation/communication skills; able to articulate complex technical/vendor concepts to varied audiences.
  • •Proven track record of establishing yourself as a strategic trusted advisor to clients.
  • •Ability to independently own ongoing customer success for both large and small clients.
  • •Ability to track, report, and share client health status at timely, pre-defined intervals.
Experience:SaaSCustomer success
Skills:CommunicationPresentationConsultative mindsetStrategic advisoryOwnership
Languages:English

Company Brief

Freshworks
Provides cloud-based customer engagement, CRM and ITSM software (Freshdesk, Freshservice, Freshsales) that helps businesses manage customer and employee experiences through SaaS products and AI-driven tools.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 500M to 1B
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Mateo, United States
Founded: 2010
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor