Freshworks

5 days ago

Lead - Customer Success (EX) Top Tier

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Manage a portfolio of strategic customers across ANZ, APMEA, and India to help them maximize value from Freshservice. Serve as a trusted advisor, driving product adoption, customer health, renewals, and long-term success. Build executive relationships through regular business reviews, identify risks, develop success plans to improve retention, and collaborate with Sales, Support, Product, and Professional Services to resolve issues and advocate for customer needs.

Location: Bengaluru

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Mid level

Key Responsibilities

•Manage strategic customer relationships throughout the post-sales lifecycle.
•Drive product adoption, customer health, and business outcomes for Freshservice (EX/ITSM).
•Build trusted relationships with IT leaders and executive stakeholders through regular business reviews.
•Proactively identify risks, develop success plans, and improve customer retention.
•Partner with Account Managers to identify expansion opportunities and collaborate with cross-functional teams to resolve customer issues and advocate for customer needs.

Key Requirements

•7+ years of experience in Customer Success, Technical Account Management, or Account Management within a SaaS company.
•Experience managing enterprise or strategic customer portfolios across ANZ, APMEA, or India.
•Strong understanding of ITSM, Employee Experience, or enterprise SaaS solutions.
•Proven ability to drive customer adoption, renewals, retention, and executive stakeholder engagement.
•Experience with CRM platforms (Salesforce preferred) and knowledge of ITIL or ITSM platforms such as Freshservice or ServiceNow is a plus.

Experience:7+ yearsSaaSEnterpriseITSMCustomer successTechnical account management

Skills:CommunicationRelationship managementProblem-solving

Languages:English

Tech Stack:FreshserviceServiceNowSalesforceCRMITILITSM

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: 3.5

Website LinkedIn Glassdoor

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Freshworks

5 days ago

Lead - Customer Success (EX) Top Tier

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Location: Bengaluru

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Mid level

Key Responsibilities

•Manage strategic customer relationships throughout the post-sales lifecycle.
•Drive product adoption, customer health, and business outcomes for Freshservice (EX/ITSM).
•Build trusted relationships with IT leaders and executive stakeholders through regular business reviews.
•Proactively identify risks, develop success plans, and improve customer retention.
•Partner with Account Managers to identify expansion opportunities and collaborate with cross-functional teams to resolve customer issues and advocate for customer needs.

Key Requirements

•7+ years of experience in Customer Success, Technical Account Management, or Account Management within a SaaS company.
•Experience managing enterprise or strategic customer portfolios across ANZ, APMEA, or India.
•Strong understanding of ITSM, Employee Experience, or enterprise SaaS solutions.
•Proven ability to drive customer adoption, renewals, retention, and executive stakeholder engagement.
•Experience with CRM platforms (Salesforce preferred) and knowledge of ITIL or ITSM platforms such as Freshservice or ServiceNow is a plus.

Experience:7+ yearsSaaSEnterpriseITSMCustomer successTechnical account management

Skills:CommunicationRelationship managementProblem-solving

Languages:English

Tech Stack:FreshserviceServiceNowSalesforceCRMITILITSM

Company Brief

Freshworks

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: 3.5

Website LinkedIn Glassdoor