Lead - Customer Success

<h3>Company Description</h3><p>Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering affordable, quick-to-implement, and design software for the end user. More than 60,000 companies - from startups to public companies - worldwide use Freshworks software-as-a-service (SaaS) to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM).</p><p>Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation) and Freshservice (IT service desk)</p><h3>Job Description</h3><p>Freshworks is looking for an exceptional addition to our Customer Success team in Paris. 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.</p><p>As a Lead 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.</p><ul><li><p>‘Own the customer’ as the primary point of contact, demonstrate value and drive Freshworks adoption to achieve business goals</p></li><li><p>Work closely with Account Manager to develop Account Plans for your customers which will be the roadmap for account expansion </p></li><li><p>Partner with the Account Manager to help ensure expansion opportunities are identified and closed successfully</p></li><li><p>Work closely with professional services, support and partners to deliver seamless 360-degree support to meet customer needs</p></li><li><p>Be consultative and build in-depth relationships and a complete understanding of their business goals and objectives</p></li><li><p>Build credibility, and relationships, and influence C-level stakeholders by advocating our ‘Customers for Life’ philosophy</p></li><li><p>Be passionate about the products, understand the outcomes the freshworks product and its features deliver to customer's goals; be able to quantify impact with a value assessment framework and ROI models</p></li><li><p>Provide coaching and education to improve adoption of the Freshworks product</p></li><li><p>Identify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars and blogs</p></li><li><p>Introduce and implement new products and features to your customers based on needs that you have uncovered in your conversations</p></li><li><p>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</p></li></ul><h3>Qualifications</h3><ul><li><p>At least 5+ years of Customer Success or related experience in a B2B environment working with mid-market and enterprise-level customers.  Background as a Solution Engineer, Solution Architect or similar consultative role is a plus.</p></li><li><p>Experience in presenting a technology suite of products within an existing portfolio of accounts as well as consulting and translating customer business and technology needs into technology solutions</p></li><li><p>Experience in proactively growing customer relationships while being curious to understand client’s business</p></li><li><p>Prior experience in an environment where you managed a book of business in technology which included significant growth in net new opportunities</p></li><li><p>Experience across verticals such as retail, financial services, travel, public sector, publishing etc is a plus</p></li><li><p>Experience working closely with C-level / SVP-level executives at customers (CIO, CTO Preferred)</p></li><li><p>Experience with executive business reviews and similar senior-level presentations with positive outcomes</p></li><li><p>At ease demonstrating product functionality; ability to provide a comprehensive overview of key business use cases</p></li><li><p>Experience influencing change in a complex organisation</p></li><li><p>Engaging phone &amp; video presence: enthusiastic and high energy, but also poised, confident, and extremely professional</p></li><li><p>Comfortable in a fast-paced, global team</p></li><li><p>Native level proficiency in French is a must </p></li></ul><h3>Additional Information</h3><ul><li>Life and Permanent disability insurance</li><li>25 days annual Paid-Time-Off (PTO) + 9 Rest days</li><li>Company Funded Employee Assistance Program (EAP) for both you and your family</li><li>Commuting Benefits</li><l