Lead - Customer Success (EX) Top Tier

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.