Lead - Customer Success (Singapore)

FreshworksSingapore, SingaporePosted 1h agoonsite

The Customer Success team proactively engages with customers to provide strategic and tactical guidance, ensuring they derive maximum value from the Freshworks suite of products. As a Customer Success Manager, you will drive product adoption, build strong relationships, and secure long-term customer retention.

Experience: Experience in SaaS Customer Success (preferred)
Impact You Will Create:
- Act as a strategic trusted advisor to a diverse portfolio of Mid-Market and Enterprise clients.
- Prevent churn and drive expansion opportunities by uncovering inefficiencies and recommending optimized workflows.
- Standardize best practices within the team and cross-functionally to improve the overall customer journey.
Customer Engagement: Engage proactively with customers using the established segment-based engagement mode. Run QBRs / MBRs / EBRs
Use-Case Mapping: Understand and document customer business flows (especially for large/Enterprise accounts) and maintain a deep understanding of their business use cases.
Product Expertise: Maintain deep knowledge of all Freshworks product lines. Ability to deliver tailored product demos and architect solutions using the best product-fit.
Relationship Management: Align with key customer stakeholders to establish a strong customer relationship management program (stakeholder mapping).
Value Optimization: Evaluate how customers manage their Freshworks product suite investment and identify efficiency and effectiveness gains across their processes and tools.
Innovation & Advocacy: Promote awareness of the latest innovations and upcoming features/products in the Freshworks pipeline.
Cross-Functional Collaboration: Partner with internal teams (Product, Sales, Pre-Sales, Marketing, Support, etc.) to ensure customer issues are resolved and solutions are delivered.
Data-Driven Success: Work alongside Program Managers to derive data-driven insights and intelligence to run focused, result-oriented customer engagement programs.
Key Metrics: Own and drive two primary business metrics: Product Adoption and Customer Retention.
Compliance: Implement and support Freshworks compliance and information security processes.

Communication: Exceptional written and verbal presentation/communication skills (Essential). Ability to articulate complex technical or vendor concepts to audiences of varying technical levels.
Consultative Mindset: Proven track record of establishing yourself as a strategic trusted advisor to clients.
Ownership: A self-starter who can independently own ongoing customer success for both large and small clients.
Reporting: Ability to track, report, and share client health status at timely, pre-defined intervals.

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.

Similar roles

Customer Success Manager
Singu·Cardiff, United Kingdom
About SINGU At SINGU, we’re redefining how the world’s most ambitious real estate companies run their operations. Our mission is to become Europe’s leading platform for managing warehouse, logistics, retail, and multi-site commercial real estate portfolios — empowering our Clients to protect revenue, boost efficiency, and unlock new value across every aspect of their business. Our unified CAFM platform already…
- On-site
- Full-time
2h ago
Addetto alla chiusura di accordi
Vivisalute·Italy
I migliori Closer e Sales non cercano un posto sicuro. Cercano il mandato che ripaga il loro reale valore. Questa è l'opportunità per monetizzare al massimo le tue relazioni. ViViSalute , azienda leader nel settore odontoiatrico attiva da oltre 13 anni, sta ampliando la propria rete commerciale su tutto il territorio nazionale. Stiamo selezionando professionisti della vendita con un obiettivo…
- Full-time
3h ago
Client Success Manager
Corto Pty Ltd·Sydney, Australia
Apply your SaaS Client Success skills to an AI driven start-up in LegalTech! * Build the customer success function and grow with a startup - endless career opportunities * Backing of a large global group of companies in LegalTech * Flexible, hybrid Sydney based role - 2 days a week in the office About CORTO We are CORTO, a cutting-edge…
- Hybrid
- Full-time
- Skilled Independent 189 — PR, no sponsor
4h ago
Customer Success Manager
Wordsmith·Edinburgh, United Kingdom
CUSTOMER SUCCESS MANAGER Edinburgh WORDSMITH Wordsmith is building the legal operations platform for in-house teams, and we are growing fast. We believe in-house legal is becoming one of the most important functions in the AI era. Every business is moving faster, but legal work is still too often scattered across inboxes, chats, documents, and disconnected systems. Wordsmith brings that work…
- On-site
- Full-time
- Skilled Worker — tied to sponsor
5h ago
Service Customer Care Representative
Crown Equipment·Beresfield, Australia
About the Role We are seeking a proactive and detail-oriented Service Customer Care Representative to join our dynamic Service Department. In this pivotal role, you will be the first point of contact for customers and Service Technicians, ensuring smooth coordination of service requests and accurate invoicing. Your contribution will directly impact customer satisfaction and the efficiency of our aftermarket services.…
- Full-time
- Skilled Independent 189 — PR, no sponsor
6h ago
Graduate Customer Success
Fosphamarketing·London, Canada
   <a href="https://www.fospha.com/">Fospha</a> is dedicated to building the world's most powerful measurement solution for online retail. For over a decade, we've helped teams make smarter decisions with full-funnel marketing insights, forecasting, and optimisation. With Fospha, every team moves faster and grows smarter.   Trusted by leading brands across three continents, including…
- On-site
- Full-time
- Express Entry — PR day one, no employer
8h ago
Customer Support Werkstudent/In (m/w/d) - 20h/Woche - München
Hunter & Companion GmbH·Munich, Germany
Du kennst den Moment, wenn sich der Ansitz endlich lohnt? Genau dieses Gefühl begleiten wir digital. Mit MyHunt / Jagdgefährte bauen wir die App, die Jäger:innen, Reviermanager:innen und Naturschützer:innen durch die gesamte Jagd begleitet – von der Planung über die Revierarbeit bis zur Dokumentation von Strecke, Wildbestand und Biodiversität. Hunderttausende Jäger:innen in Europa gehören zu unserer Community, und wir skalieren…
- On-site
- Full-time
- Blue Card — tied; settle 21–33mo
9h ago
Customer Service Agent - Norwegian-Speaking
Pergolux·Berlin, Germany
As a Norwegian-Speaking Customer Service Agent, you will serve as a dedicated specialist within PERGOLUX’s international support team, handling the full spectrum of customer inquiries across phone, email, and chat. As our designated Norwegian-fluent expert, customer contacts from Norway are routed directly to you to ensure our Norwegian market receives tailored, top-tier support in their native language, while collaborating cross-functionally…
- On-site
- Full-time
- Blue Card — tied; settle 21–33mo
9h ago