Senior Customer Success Manager

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Freshworks

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2010

💼 Consulting

📣 Marketing

📦 Logistics

💰 $85M Secondary Market on 2020-01

Consulting • Marketing • Logistics

Freshworks is a company that provides powerful, easy-to-use software for customer service, IT service management, sales automation, and marketing automation. They offer a range of products, including Freshdesk, Freshservice, Freshsales, Freshchat, and Freshmarketer, all enhanced with artificial intelligence to improve productivity and efficiency. With solutions designed to enhance customer engagement and support IT operations, Freshworks serves over 68,000 businesses worldwide. Their AI-driven platforms, like the Freddy AI Agent, aim to deliver fast, always-on service, making work easier and more efficient for teams across various industries.

📋 Description

• 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. • Act as a strategic consultant and trusted advisor to our mid-market and enterprise customers. • Engage with key partners and help them use the Freshworks platform fully. • Define a success plan with deliverables, and ensure 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. • Help ensure expansion opportunities are identified and closed successfully. • Collaborate with professional services, support, and partners to deliver seamless 360-degree support to meet customer needs. • Advocate our ‘Customers for Life’ philosophy. • Provide coaching and education to improve adoption of the Freshworks' product. • Identify successful customers and turn them into advocates. • Introduce and implement new products and features to your customers based off of needs that you have uncovered.

🎯 Requirements

• 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 or similar consultative role is a plus. • Experience in presenting technology suite of products within an existing portfolio of accounts as well as consulting and translating customer business and technology needs into technology solutions • Experience in proactively growing customer relationships while being curious to understand client’s business • Prior experience in an environment where you managed a book of business in technology which included significant growth in net new opportunities • Experience across verticals such as retail, financial services, travel, public sector, publishing etc is a plus • Experience working closely with C-level / SVP-level executives at customers (CIO, CTO Preferred) • Experience with executive business reviews and similar Sr level presentations with positive outcomes • At ease demonstrating product functionality; ability to provide comprehensive overview of key business use cases • Experience influencing change in complex organization • Engaging phone & video presence: enthusiastic and high energy, but also poised, confident, and extremely professional • Comfortable in fast-paced, global team • Demonstrated leadership skills in a team environment whether project, cross functional or direct functional team • Native-level fluency in German and fluency in English are a must.

🏖️ Benefits

• Flexible work arrangements • Professional development opportunities