Senior Customer Success Manager

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

Job summary

Freshworks is seeking a Senior Customer Success Manager to enhance enterprise software adoption and satisfaction across hybrid IT solutions. This role focuses on building trusted relationships, leveraging technical expertise, and collaborating with internal teams to drive customer success initiatives. With a competitive benefits package, Freshworks fosters a diverse and inclusive workplace.

Benefits

Company-funded Life & Long-Term Disability insurance

Private Medical Insurance + Health Cash Plan

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

Fitness budget of up to £30/month

Cycle to work Scheme

Company-funded daily lunch (when in office)

Employee Assistance Program (EAP) for you and family

25 days annual PTO

Discounted Tax Support Services

Qualifications

• 5+ years in Customer Success, multi-cloud or IT infrastructure experience.
• Strong relationship-building skills with multiple stakeholders.
• Ability to manage a high volume of accounts (60-70) effectively.

Responsibilities

• Drive customer satisfaction and achieve their goals with Device42.
• Manage customer lifecycle stages to maintain high NPS levels.
• Identify upsell opportunities and work with sales to expand usage.

Skills

Relationship-building

Empathy

Technical communication

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

Device42 is the most comprehensive agentless discovery system for Hybrid IT available today. It can continuously discover, map, and optimize infrastructure and applications across data centers and cloud, providing accurate views of your IT ecosystem. Customers in more than 60 countries use these capabilities to manage and modernize IT infrastructures and application landscapes, adopting DevOps practices.

Device42 is an exciting, rapidly growing company that provides the most comprehensive agentless discovery system for Hybrid IT. We give our customers accurate, comprehensive, and current insights into their computing environments to help them manage, transform, and optimize their infrastructure.

As a Senior Customer Success Manager, you will work with our largest and most strategic customers to help them realize the business value of our software. You will combine technical expertise, process discipline, and passion for customer success to drive outcomes for both our customers and our company.

We are looking for a person to build trusted relationships with customers, help them understand the value of our solution, and show them how to succeed with Device42 across their Hybrid IT needs. You will partner with sales, marketing, and product teams to ensure successful customer engagements.

What You’ll Do:

• Continuously seek ways to delight customers, drive satisfaction, and help them achieve their goals.
• Use consultative skills to understand customer needs and leverage Device42 to meet those needs.
• Advocate for customers internally to ensure their needs are met.
• Promote Device42 within your accounts and develop relationships at all levels.
• Manage customer lifecycle stages to maintain high NPS levels.
• Lead Executive Business Reviews to demonstrate value, review roadmaps, and align with business goals.
• Drive retention and growth by managing the customer journey and resolving issues.
• Report on customer metrics such as adoption, status, and risks.
• Identify upsell opportunities and work with sales to expand usage.

Qualifications

What You Have:

• 5+ years in Customer Success, with experience in multi-cloud or IT infrastructure.
• Ability to understand use cases and communicate effectively with technical and non-technical audiences.
• Experience managing a high volume of accounts (60-70) and prioritizing customer needs.
• Ability to collaborate across teams, including support, product, and sales.
• Strong relationship-building skills with multiple stakeholders.
• Empathy for customers and passion for revenue growth, understanding value drivers in recurring revenue models.

Additional Information

Benefits include:

• Company-funded Life & Long-Term Disability insurance
• Private Medical Insurance + Health Cash Plan
• Learning & Reading budget of up to £1,000/year
• Fitness budget of up to £30/month
• Cycle to work Scheme
• Company-funded daily lunch (when in office)
• Employee Assistance Program (EAP) for you and family
• 25 days annual PTO
• Discounted Tax Support Services

At Freshworks, we promote a diverse and inclusive workplace, committed to equal opportunity for all, fostering a vibrant environment that supports our employees, communities, and business goals.