Senior Customer Success Manager

Freshworks; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading technology firm in London seeks a Senior Customer Success Manager to enhance customer relationships and drive product adoption. The ideal candidate will have over 5 years of B2B experience, a strong consultative approach, and the ability to engage with C-level executives. Join us to make a real impact on customer success in a diverse and inclusive environment.

Qualifications

• At least 5+ years of Customer Success or related experience in a B2B environment.
• Experience in presenting technology suite of products and translating customer needs into solutions.
• Prior experience managing a book of business in technology with net new growth.

Responsibilities

• Act as the primary point of contact and demonstrate value to customers.
• Work with Account Manager to develop Account Plans for customers.
• Collaborate with internal stakeholders to complete customer goals.

Skills

Customer Success experience

Relationship building

Consultative selling

Understanding of B2B environments

C-level communication

Job description

Many teams struggle with technology that slows them down. Freshworks uncomplicates work with simple, powerful, and intuitive solutions trusted by 72,000+ organizations, including Bridgestone, Sony Music, and S&P Global, to create exceptional customer (CX) and employee (EX) experiences. With more than 4,500 colleagues worldwide, we’re showing that enterprise software can be easy to use, quick to deliver value, and built for people. At Freshworks, you’ll be part of a global team that values collaboration, curiosity, and impact. Together, we’ll create growth: for our customers, our company, and for you.

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 Senior 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

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.