Lead - Customer Success (EX) Top Tier

Company Description

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.
 

Fresh vision. Real impact. Come build it with us.

Job Description

As a Lead Customer Success Manager, you will manage a portfolio of strategic customers across ANZ, APMEA, and India, helping them maximize the value of their investment in Freshservice. You will act as a trusted advisor, driving product adoption, customer health, renewals, and long-term success while partnering closely with Sales, Support, Product, and Professional Services.

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 maximize customer value.
• Collaborate with cross-functional teams to resolve customer issues and advocate for customer needs.
• Maintain deep product knowledge and guide customers on best practices and new capabilities.

Qualifications

• 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.
• Excellent communication, relationship management, and problem-solving skills.
• Experience with CRM platforms (Salesforce preferred); knowledge of ITIL or ITSM platforms such as Freshservice or ServiceNow is a plus.

Note: This is an Individual Contributor (IC3) role supporting customers across ANZ, APMEA, and India.

Additional Information

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.