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.