Lead - Customer Success

Freshworks; Frankfurt; Vor Ort; EUR 50.000 - 90.000; Vollzeit

Zusammenfassung

An innovative firm is seeking a Lead Customer Success Manager to join their dynamic team in Frankfurt. This role is pivotal in enhancing customer relationships and driving product adoption for mid-market and enterprise clients. The ideal candidate will leverage their B2B experience to act as a trusted advisor, collaborating with internal teams and advocating for customer needs. With a commitment to excellence, this position offers the chance to influence change within organizations and contribute to a culture that values customer success and satisfaction. Join a forward-thinking company dedicated to fostering a diverse and inclusive workplace.

Leistungen

Enhanced Paid-Time-Off

Life Insurance Coverage

Learning & Reading Budget

Free Lunch

25 Days Paid Annual Leave

Employee Assistance Program

Discounted Tax Support Services

Qualifikationen

• 5+ years in Customer Success or related B2B experience.
• Proven ability to grow customer relationships and understand client needs.
• Experience with C-level executives and conducting business reviews.

Aufgaben

• Own customer relationships and drive product adoption.
• Collaborate with Account Managers for account expansion.
• Provide coaching to improve product adoption and customer success.

Kenntnisse

Customer Success Management

B2B Sales

Account Management

C-Level Communication

Solution Engineering

Business Review Conducting

Influencing Change

Fast-paced Team Collaboration

Ausbildung

Bachelor's Degree

Master's Degree

Jobbeschreibung

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).

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).

Job Description

Freshworks is looking for an exceptional addition to our Customer Success team in Germany. Being a customer champion is part of our culture and a guideline for everything 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 Lead Customer Success Manager, you will act as a strategic consultant and trusted advisor to our mid-market and enterprise customers. You will engage with key partners and help them use the Freshworks platform effectively. A thorough understanding of our solutions, as well as in-depth knowledge of the client's business and industry trends, is essential.

1. Own the customer relationship as the primary point of contact, demonstrate value, and drive adoption to meet business goals.
2. Collaborate with the Account Manager to develop Account Plans, serving as a roadmap for account expansion.
3. Assist in identifying and closing expansion opportunities.
4. Work with professional services, support, and partners to deliver comprehensive support to meet customer needs.
5. Build in-depth relationships and understand the customer's business goals and objectives.
6. Establish credibility and influence C-level stakeholders by advocating our ‘Customers for Life’ philosophy.
7. Understand the products thoroughly and articulate the outcomes they deliver, using value assessment frameworks and ROI models.
8. Provide coaching and education to improve product adoption.
9. Identify successful customers and turn them into advocates through participation in reference calls, case studies, webinars, and blogs.
10. Introduce and implement new products and features based on customer needs.
11. Collaborate with internal teams to achieve customer goals, act as the “Voice of the Customer,” and maintain strong references.

Qualifications

1. At least 5+ years of Customer Success or related experience in a B2B environment working with mid-market and enterprise customers. Experience as a Solution Engineer, Solution Architect, or similar is a plus.
2. Experience presenting a technology suite within existing accounts and translating customer needs into solutions.
3. Proven ability to grow customer relationships proactively and understand client businesses.
4. Experience managing a book of business with significant growth in new opportunities.
5. Experience across verticals such as retail, financial services, travel, public sector, publishing, etc., is advantageous.
6. Experience working closely with C-level or SVP-level executives (CIO, CTO preferred).
7. Experience conducting executive business reviews with positive outcomes.
8. Ability to demonstrate product functionality and overview key business use cases.
9. Skilled in influencing change within complex organizations.
10. Excellent phone and video communication skills: enthusiastic, professional, confident.
11. Comfortable working in a fast-paced, global team environment.
12. Native proficiency in German is required.

Additional Information

• Enhanced Paid-Time-Off, including an extra day for the first 5 years of service.
• Life insurance coverage.
• Learning & Reading budget of up to €1,000 annually.
• Free lunch three times a week in the office.
• 25 days of paid annual leave (PTO).
• Company-funded Employee Assistance Program (EAP) for you and your family.
• Discounted tax support services.

At Freshworks, we are committed to creating a diverse and inclusive workplace where everyone can find their purpose and passion, regardless of background, gender, race, sexual orientation, religion, or ethnicity. We believe diversity enriches our work environment and drives our success.