Senior Customer Success Manager

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

Function: Other
Experience Level: Mid-Senior Level