Senior Customer Success Manager

Company Description

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 software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). 

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

Job Description

Freshworks is seeking a Sr. Customer Success Manager to help manage and grow some of Freshworks’ largest accounts. Our Customer Success Managers (CSM) consult on a spectrum of Customer Support/Experience (CX) and Employee Experience (EX) solutions from the Freshworks SaaS suite with a wide array of customers. 

Our CSMs are responsible for retention, minimizing churn/contraction risk while driving product adoption, and identifying expansion opportunities to then collaborate with Sales. We do this by demonstrating the value of Freshworks in business discussions with our customers by engaging with customers at specific points in their lifecycle, providing them experiences and recommendations based on their maturity. The goal is to enable our customers to become successful and enthusiastic Freshworks champions. 

Our CSMs have a key role internally as well - Armed with key customer insight and knowledge, a CSM works with the sales, product, engineering, support, and marketing teams to bring the voice of customers inside Freshworks.

Please note this is a hybrid role that will require an in-office presence 3x per week (Tuesday-Thursday).

• Build and foster strong relationships with your portfolio of managing our Mid-Market & Enterprise segments customers to minimize churn and contraction and drive expansion by partnering with our customer's technical and business executive leadership team by proactively guiding customers' technical adoption journey and enabling them to deliver innovation and demonstrable business value to their end business users.
• Work with the Account Manager to manage all aspects of the account including defining account penetration, engagement, renewal and growth strategy.
• Proactively analyze customer’s product usage data and take necessary actions to mitigate risk, improve product adoption, business value outcomes and reduce churn. CSMs ensure successful renewal.
• Partner with customer-facing account teams and executives (Sales, Renewals, Advocacy, Professional Services, Product, Engineering, and partners) on overall platform success, to accelerate customer's time-to-value journey and to protect recurring renewal revenue and expand customer NRR (Net Retention Rate)
• Develop and apply domain/technical knowledge of the Freshworks platform, our best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer's success plan.
• Act as the customer's first point of contact and liaison between customer and internal teams. Handle complaints, problems and escalations in timely, and effective manner
• Facilitate, organize and lead regular customer meetings, product feedback sessions, quarterly business reviews
• Travel as needed. 

Qualifications

Please note this is a hybrid role that will require an in-office presence 3x per week (Tuesday-Thursday).

• 8+ years’ experience working in customer-facing technical roles (in Customer Success, consulting, or related discipline)

• Experience in managing Mid-Market and/or Enterprise-level accounts

• Experience working with multiple levels of customer stakeholders – technical admins, C-level executives, and procurement teams

• Proven track record of identifying and collaborating on expansion opportunities and strategies with Sales and account teams

• Proven track record of planning for a portfolio of engagements, on-time deliveries, cross-