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Director of Customer Success (East Region) (Remote)

Company: Freshworks Inc.
Location: San Mateo
Posted on: September 17, 2020

Job Description:

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 advocacy.

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, CRM).

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 upsell conversations.

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 player

Strong leadership & coaching skills

Willingness and eagerness to travel frequently to meet the team and to strategic accounts

Keywords: Freshworks Inc., San Mateo , Director of Customer Success (East Region) (Remote), Other , San Mateo, California

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