Senior Customer Success Manager

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

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

These are some benefits you can expect from us in return:

Company funded Life & Long-Term Disability insurance

Pension scheme

Private Medical Insurance + Health Cash Plan

Learning & Reading budget of up to £1,000 per year

Fitness budget of up to £30 per month

Cycle to work Scheme

Company funded daily lunch when in office

Company Funded Employee Assistance Program (EAP) for both you and your family

25 days annual Paid-Time-Off (PTO)

Discounted Tax Support Services

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

Please note that for this specific role, Freshworks is unable to provide visa sponsorship. All candidates must possess the valid right to work in the UK at the time of application and be able to provide evidence of this right prior to commencement of employment.

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.