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Customer Success Training Lead
2 months ago
Freshworks is dedicated to simplifying the way businesses engage with their customers and employees. We adopt an innovative approach to software development, ensuring our solutions are accessible, quick to implement, and user-friendly. With our headquarters in San Mateo, California, we have a diverse team operating across 13 locations globally, serving over 65,000 businesses ranging from startups to established enterprises that depend on our software-as-a-service for enhanced customer (CRM, CX) and employee experiences (ITSM).
Our suite of cloud-based software includes Freshdesk (comprehensive customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service management), and Freshchat (AI-driven chat solutions), all powered by Neo, our integrated platform of shared services.
Freshworks has been recognized in prominent media outlets such as CNBC, Forbes, Fortune, and Bloomberg, and has earned accolades as a BuiltIn Best Place to Work in San Francisco and Denver for three consecutive years. Our customer satisfaction ratings have led to Freshworks products receiving TrustRadius Top Rated Software accolades and G2 Best of Awards for Best Feature Set, Best Value for the Price, and Best Relationship.
Role Overview
The Customer Success Training Lead is tasked with the design and implementation of customer success training initiatives, working closely with various stakeholders to create impactful training programs that empower customer success teams to meet their objectives. The ideal candidate will possess a proven history in customer success enablement roles, showcasing expertise in training delivery, content creation, and process optimization within customer success. A self-motivated individual with strong presentation skills, both in-person and online, is essential, along with the capability to devise innovative strategies to enhance customer success outcomes.
Key Responsibilities:
- Implement and monitor plans and initiatives from the Enablement leadership, assessing their effectiveness through impact metrics.
- Conduct onboarding sessions for new hires and tailor programs for customer success representatives based on identified needs.
- Create and facilitate engaging and informative training programs for customer success, delivered in various formats including in-person and virtual sessions, aligning with the broader organizational strategy.
- Develop compelling training materials such as presentations, simulations, and role-playing exercises to support program delivery.
- Design and update training resources, ensuring they remain relevant and effective.
- Collaborate with marketing and product teams to produce high-quality customer success materials, presentations, and playbooks that clearly convey product value and customer success messaging.
- Work alongside customer success leadership to pinpoint training requirements and craft tailored training strategies for teams.
- Deliver training through diverse formats, including workshops, webinars, and self-paced learning modules.
- Encourage interactive learning experiences that foster engagement and retention of knowledge.
Qualifications:
- 6-7 years of experience in Customer Success, Coaching, or Training.
- Professional certifications in customer success training are advantageous.
- Comprehensive understanding of customer success processes, methodologies, and best practices.
- Exceptional presentation and coaching abilities.
- Familiarity with e-learning platforms and interactive training techniques.
- Strong problem-solving skills.
- Excellent networking and communication skills, both verbal and written.
- Ability to work independently and collaboratively in a dynamic environment.
- A proactive, adaptable mindset with a focus on continuous improvement.
Compensation Range: $135,000 - $170,000
Compensation is determined by various factors including location, experience, job-related skills, and level. Bonus and equity options may be available.
Benefits: Freshworks provides a variety of options for medical, dental, vision, disability, and life insurance. We offer flexible time off, paid holidays, commuter benefits, and wellness programs. Additionally, we provide adoption and parental leave benefits.
At Freshworks, we are committed to fostering a diverse and inclusive workplace where everyone can realize their potential, irrespective of their background, gender, race, sexual orientation, religion, or ethnicity. We believe that diversity enriches our work environment and drives the success of our employees, communities, and business.
