Director of Customer Success (East Region) (Remote) at Freshworks

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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

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Technology we use

  • Product
  • Sales & Marketing
    • ConfluenceManagement
    • JIRAManagement
    • FreshdeskManagement
    • FreshserviceManagement
    • Freshsales CRMManagement
    • FreshmarketerManagement
    • FreshchatManagement
    • FreshcallerManagement
    • FreshsuccessManagement
    • FreshteamManagement
    • FreshconnectManagement
    • FreshreleaseManagement
    • FreshpingManagement
    • FreshstatusManagement
    • Freshsales CRMCRM
    • FreshmarketerEmail
    • FreshmarketerLead Gen


Our office has stunning views of the mountains and is one street away from the fun restaurants and coffee shops of Denver's iconic Larimer St.

An Insider's view of Freshworks

What’s the vibe like in the office?

One of the things I've loved most since starting at Freshworks is how much the team values company culture. Everyone in the office is working hard, celebrating successes, and all the while having a great time. Collaboration is also a big aspect of the sales team - everyone is quick to jump in to help!


Account Executive

What's the biggest problem your team is solving?

It is great being part of a team that is helping companies hit the refresh switch on business software. Freshworks is letting businesses know that their software doesn’t have to be clunky or expensive. Being able to help companies overcome these challenges is truly rewarding!


Account Executive

What makes someone successful on your team?

You have to be a team player. We are all in each other's corners and the collaborative and interactive workspace is one that I have come to value greatly. You will be presented with ongoing opportunities to grow, learn, and step into leadership roles. The willingness to volunteer for these roles and step into new challenges is a valuable attribute.


Solution Engineer

What does your typical day look like?

My job is high paced, collaborative, and majorly rewarding. I start my mornings by reviewing my projects and checking in on project deliverables and with my customers. I need to be able to adapt, call upon local/global resources, and assess risks. Then proceed to check in with my internal team members, oftentimes I am requested to jump on calls.


Engagement Manager

What are Freshworks Perks + Benefits

Freshworks Benefits Overview

Freshworks provides a comprehensive benefits plan, including health insurance, vision, dental, retirement, and unlimited time off (among a lot of other cool things too!)

Friends outside of work
Eat lunch together
Intracompany committees
Freshworks Women 360 is an employee group aimed at community service, professional development, and career growth.
Open door policy
Group brainstorming sessions
Open office floor plan
Documented equal pay policy
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Acme employees can contribute up to $2750 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Classpass and a fitness/reading stipend
Retirement & Stock Options Benefits
The 401(k) retirement plan offers a broad selection of stocks, bonds and international index funds to choose from.
Company Equity
Performance Bonus
Freshworks has a lucrative sales commission program as well as a performance bonus for other functions, which are dependent on individual and company performance.
Child Care & Parental Leave Benefits
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Freshworks offers pre-tax commuter benefits for all employees.
Some Meals Provided
Happy Hours
Professional Development Benefits
Promote from within
Mentorship program
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