Lead - Customer Success

Freshworks Inc.; London; On-site; GBP 50,000 - 80,000; Full time

Job summary

Freshworks Inc. is seeking a Customer Success Manager to join their London team. The successful candidate will champion customer engagement, drive product adoption, and maintain strong relationships with mid-market and enterprise clients. This role focuses on delivering exceptional experiences while achieving customer goals through the Freshworks platform.

Benefits

Company funded Life & Long-Term Disability insurance

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 you and your family

25 days annual Paid-Time-Off (PTO)

Discounted Tax Support Services

Qualifications

• 5+ years of experience in Customer Success or related fields.
• Experience working with mid-market and enterprise customers.
• Proven ability to build relationships with C-level executives.

Responsibilities

• Act as a strategic consultant for clients, ensuring successful product adoption.
• Develop Account Plans in collaboration with Account Managers.
• Facilitate communication between customers and internal teams.

Skills

Customer relationship management

Consultative sales

B2B experience

Presentation skills

Stakeholder engagement

Job description

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

Job Description

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 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.

Responsibilities:

‘Own the customer’ as the primary point of contact, demonstrate value and drive Freshworks adoption to achieve business goals

Work closely with the Account Manager to develop Account Plans for your customers which will be the roadmap for account expansion

Partner with the 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, and relationships, and influence C-level stakeholders by advocating our ‘Customers for Life’ philosophy

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

Provide coaching and education to improve adoption of the Freshworks product

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 on needs that you have uncovered in your 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

Qualifications

Preferred Experience:

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.

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 senior-level presentations with positive outcomes

At ease demonstrating product functionality; ability to provide a comprehensive overview of key business use cases

Experience influencing change in a complex organisation

Engaging phone & video presence: enthusiastic and high energy, but also poised, confident, and extremely professional

Comfortable in a fast-paced, global team

Additional Information

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

• Company funded Life & Long-Term Disability insurance
• 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.