Lead - Customer Success (Top-Tier Accounts)

Lead - Customer Success (Top-Tier Accounts)

Freshworks is seeking a Lead - Customer Success to help manage and grow some of Freshworks’ largest accounts.

Our Lead - Customer Success are responsible for driving product adoption, retention, and account growth across a portfolio of customers. With deep domain expertise in Helpdesk, Chat, AI, and Telephony, they serve as a consultative partner to customers—engaging at key points in the lifecycle to align Freshworks solutions to business goals. By delivering tailored recommendations based on customer maturity and industry best practices, they help customers realize measurable value, minimize churn risk, and identify strategic expansion opportunities in collaboration with Sales.

Internally, they act as a key conduit of customer insight—partnering cross‑functionally with Sales, Product, Engineering, Support, and Marketing to ensure the voice of the customer shapes roadmap priorities, innovation efforts, and go‑to‑market alignment.

Responsibilities

• Build and nurture relationships with Mid‑Market and Enterprise customers by aligning Freshworks solutions to their strategic goals and EX vision.
• Create and manage detailed success plans tied to customer business objectives, key milestones, and desired outcomes to ensure consistent engagement and value realization.
• Track and analyze product usage patterns to proactively identify risks, improve adoption, and deliver measurable business impact.
• Lead strategic conversations using benchmarks, best practices, and maturity assessments to guide customers toward their future‑state goals.
• Provide guidance on AI capabilities, industry trends, and the Freshworks roadmap to help customers adopt innovative solutions that improve operational efficiency.
• Plan and deliver impactful quarterly business reviews tailored to customer goals, focusing on ROI, usage metrics, and strategic alignment; travel onsite as needed.
• Build trusted stakeholder relationships to detect and address competitive risks early, strengthening customer confidence in Freshworks.
• Act as the primary point of contact for success‑related initiatives, managing escalations with urgency and coordinating across teams to ensure resolution.
• Represent the voice of the customer within Freshworks, sharing actionable insights with Product, Engineering, Support, and Marketing to influence product evolution and customer‑centric decisions.
• Partner with Sales to drive account expansion by uncovering new teams, geographies, or product opportunities in alignment with customer growth plans.

Qualifications

• 5‑7 years of experience managing Mid‑Market and/or Enterprise‑level accounts.
• Experience working with multiple levels of customer stakeholders—technical admins, C‑level executives, and procurement teams.
• Proven track record of identifying and collaborating on expansion opportunities and strategies with Sales and account teams.
• Proven track record of planning for a portfolio of engagements, on‑time deliveries, cross‑group collaboration, and critical thinking.
• Functional domain/technical knowledge of EX solutions, best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support the customer’s success plan (Freshworks knowledge is a bonus).
• Proven ability to quickly grasp and distinctly explain technological and business concepts, including demonstrating SaaS functionality to customers.
• High‑level understanding of enterprise architecture principles and familiarity with the Customer Experience application landscape common amongst Enterprise companies.
• Bachelor’s Degree or equivalent career experience.

Additional Information

This role is based in the Toronto Area. The expected base salary range for this position is $158,400–$227,700 CAD per year, with variable bonus potential. The actual salary may vary based on professional background, experience, and market demand.

Compensation Package:
$158,400–$227,700 CAD Base Salary + Variable Compensation (where applicable).

Benefits include dental, medical, vision, disability and life insurance, equity + ESPP, flexible PTO, flexible spending, commuter benefits, wellness benefits, adoption and parental leave benefits.

Freshworks is an equal opportunity employer. We are committed to providing equal opportunity and fostering an inclusive workplace welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. Fresh vision. Real impact. Come build it with us.

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