Lead - Customer Success

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 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 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 fully. A precise understanding of our solutions and in-depth knowledge of the client's business and industry trends are essential.

Responsibilities include:

1. Owning the customer relationship as the primary point of contact, demonstrating value, and driving adoption to meet business goals.
2. Collaborating with the Account Manager to develop account plans and identify expansion opportunities.
3. Partnering with professional services, support, and partners to deliver comprehensive support.
4. Building in-depth relationships with clients and understanding their business goals.
5. Influencing C-level stakeholders and advocating our ‘Customers for Life’ philosophy.
6. Understanding product outcomes and quantifying impact with ROI models.
7. Providing coaching and education to improve product adoption.
8. Turning successful customers into advocates through participation in reference calls, case studies, webinars, and blogs.
9. Introducing new products and features based on customer needs.
10. Collaborating internally to meet customer goals and maintaining strong references.

Qualifications

The ideal candidate will have:

1. At least 5+ years of experience in Customer Success or a related role in a B2B environment, working with mid-market and enterprise customers. Background as a Solution Engineer or Architect is a plus.
2. Experience in presenting and consulting on a technology suite within existing accounts.
3. Experience in growing customer relationships and managing a book of business with significant growth.
4. Experience across various verticals such as retail, financial services, travel, and more is advantageous.
5. Experience working with C-level executives, particularly CIOs and CTOs.
6. Proficiency in German at a native level is required.
7. Excellent communication skills, confident in product demonstrations, and capable of influencing organizational change.
8. Comfortable working in a fast-paced, global team environment.

Additional Information

• Enhanced paid time off, life insurance, learning budget, free lunch in the office, and other benefits.

At Freshworks, we promote a diverse and inclusive workplace, committed to equal opportunity and creating a vibrant work environment for all employees.