Director of Customer Success (East Region) (Remote) San Mateo,
United States of America Full Time
Freshworks provides innovative customer engagement software for
businesses of all sizes, making it easy for teams to acquire,
close, and keep their customers for life. Freshworks
Software-as-a-Service (SaaS) products provide a 360-degree view of
the customer, are ready to go, easy to use, and offer quick return
on investment. Headquartered in San Mateo, USA, Freshworks 3,000+
team members work in offices throughout the world. Freshworks has
global offices in India, Singapore, Australia, UK, Netherlands,
France and Germany. The company counts over 220,000 businesses in
its customer-for-life community around the world including Honda,
Bridgestone, Hugo Boss, University of Pennsylvania, Toshiba, Sling
TV and Cisco.
Freshworks is looking for a strategic and experienced Customer
Success executive who has a vision for delivering a world class
customer experience and is passionate about building and leading
teams that drive customer adoption, retention, growth, and
The ideal candidate will have a strong background and a proven
track record in developing and scaling Customer Success programs in
the SaaS industry. The candidate will have leadership experience in
building, scaling, and managing a diverse team that is spread
across multiple locations. This position will report to the VP
Customer Success, North America.
As a leader of Customer Success at Freshworks, you will lead a
Customer Success team in North America that is focused on
cultivating strong relationships and loyalty with more than 150,000
brands around the world.
Your Role and Responsibilities:
Proven Customer Success Leader: Freshworks needs a strategic
regional leader who has managed both revenue and churn goals in the
B2B SaaS industry. This role will primarily focus on reducing churn
and driving customer engagement.
Values-orientated Leadership: this role needs to have
successfully led a team of leaders with an organization size
between 10-25+ distributed team members.
Inspire teams to deliver “moments of wow” for customers. Build
followership in the team through clear communication and
role-modeling of Freshworks values.
Customer Obsession: to succeed in this role, you’ll need to be
totally energized by engaging with customers, both in-person and
virtually. Passionate about customer experience and a demonstrated
ability to improve customer satisfaction/NPS.
Passion for product and technology: possess good technical
acumen to understand the core scenarios of usage and adoption
across business applications (Customer support, IT helpdesk,
Executive Influence: build credibility, relationships, and
influence C-level stakeholders. Also, demonstrated ability to hold
product, sales, and support leadership and teams accountable to
commitments made to customers. Effective cross-functional, global
collaboration is required to be successful in this role.
Strategy: A proven track record of building and executing
customer-centric business strategy.
Operational Leadership: Successfully demonstrate a track record
of leading a team of CSM’s to consistently achieve and exceed churn
and retention goals.
Cool Under Pressure: demonstrate the ability to manage and
diffuse difficult conversations with customers, balancing the best
interest of both customers and the company.
Commercial Acumen: Fluent in talking with customers about the
range of Freshworks offerings and naturally influencing renewal and
Our Perfect Match:
Minimum 15+ years of work experience and at least 10+ years in
account management/customer success senior leadership position -
SaaS experience is required
Consistent track record of exceeding retention, customer
satisfaction, and advocacy targets
Deep passion for and understanding of customers, ability to
develop strong customer relationships and above all a creative mind
to deliver those “wow” moments
Technical expertise and ability to acquire knowledge of new
products and constructively engage with product team members to
help shape the product roadmap
Exceptional organizational, presentation, and communication
skills, both verbal and written
Demonstrated ability to deal with change and be a team
Strong leadership & coaching skills
Willingness and eagerness to travel frequently to meet the team
and to strategic accounts