Senior Customer Success Manager

Company Description Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.

Fresh vision. Real impact. Come build it with us.

Job Description Freshworks is looking for an exceptional addition to our Customer Success team in London. Being a customer champion is part of our culture and a guideline for anything we do. Our team plays a central role in this effort and is the primary driver to retain and develop our existing customers.

As a Senior Customer Success Manager, you will act as a strategic consultant and trusted advisor to our mid-market and enterprise customers. You dedicatedly engage with key partners and help them use the Freshworks platform fully. The foundation for this engagement is a precise understanding of our solution as well as in-depth knowledge of the client's business and industry trends.‘Own the customer’ as the primary point of contact, defining a success plan with deliverables, and ensuring clear communication across all activities of the customers’ post-sale journey

Work closely with the Strategic Account Manager to develop Account Plans for all of your customers, which will be the roadmap for account expansion

Partner with the Strategic Account Manager to help ensure expansion opportunities are identified and closed successfully

Work closely with professional services, support, and partners to deliver seamless 360-degree support to meet customer needs

Be consultative and build in-depth relationships and a complete understanding of their business goals and objectives

Build credibility, relationships, and influence C-level stakeholders by advocating our ‘Customers for Life’ philosophy

Be passionate about the products, understand the outcomes the Freshworks' products and its features deliver to customers' goals; be able to quantify impact with a value assessment framework and ROI models

Provide coaching and education to improve adoption of the Freshworks' product

Identify, clearly communicate, and manage risk throughout the year through proactive touchpoints and taking the lead in developing resolution strategies

Identify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars and blogs

Introduce and implement new products and features to your customers based off of needs that you have uncovered in your strategic conversations

Collaborate with internal stakeholders (Engineering, Product, Sales, Support, and Execs) to complete customer goals, be the “Voice of the Customer” to provide visibility and/or escalations, and maintain strong reference ability across your book of customers

Qualifications

At least 7+ years of Customer Success or related experience in a B2B environment working with Mid Market and Enterprise level customers. Background as Solution Engineer, Solution Architect…