Customer Success Manager

About the position

Freshworks is seeking a Sr. Customer Success Manager to help manage and grow some of Freshworks’ largest accounts. Our Customer Success Managers (CSM) consult on a spectrum of Customer Support/Experience (CX) and Employee Experience (EX) solutions from the Freshworks SaaS suite with a wide array of customers. Our CSMs are responsible for retention, minimizing churn/contraction risk while driving product adoption, and identifying expansion opportunities to then collaborate with Sales. We do this by demonstrating the value of Freshworks in business discussions with our customers by engaging with customers at specific points in their lifecycle, providing them experiences and recommendations based on their maturity. The goal is to enable our customers to become successful and enthusiastic Freshworks champions. Our CSMs have a key role internally as well - Armed with key customer insight and knowledge, a CSM works with the sales, product, engineering, support, and marketing teams to bring the voice of customers inside Freshworks.

Responsibilities

• Build and foster strong relationships with your portfolio of managing our Mid-Market & Enterprise segments customers to minimize churn and contraction and drive expansion by partnering with our customer's technical and business executive leadership team.
• Proactively guide customers' technical adoption journey and enable them to deliver innovation and demonstrable business value to their end business users.
• Work with the Account Manager to manage all aspects of the account including defining account penetration, engagement, renewal and growth strategy.
• Proactively analyze customer’s product usage data and take necessary actions to mitigate risk, improve product adoption, business value outcomes and reduce churn.
• Ensure successful renewal.
• Partner with customer-facing account teams and executives on overall platform success to accelerate customer's time-to-value journey and to protect recurring renewal revenue and expand customer NRR (Net Retention Rate).
• Develop and apply domain/technical knowledge of the Freshworks platform, our best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer's success plan.
• Act as the customer's first point of contact and liaison between customer and internal teams.
• Handle complaints, problems and escalations in timely, and effective manner.
• Facilitate, organize and lead regular customer meetings, product feedback sessions, quarterly business reviews.
• Travel as needed.

Requirements

• 8+ years’ experience working in customer-facing technical roles (in Customer Success, consulting, or related discipline).
• Experience in managing Mid-Market and/or Enterprise-level accounts.
• Experience working with multiple levels of customer stakeholders – technical admins, C-level executives, and procurement teams.
• Proven track record of identifying and collaborating on expansion opportunities and strategies with Sales and account teams.
• Proven track record of planning for a portfolio of engagements, on-time deliveries, cross-group collaboration, and critical thinking.
• Functional domain/technical knowledge of CX or EX solutions, best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer's success plan.
• Proven ability to quickly grasp and distinctly explain technological and business concepts, including demonstrating SaaS functionality to customers.
• High-level understanding of enterprise architecture principles and familiarity with the IT application landscape common amongst Enterprise companies.
• Bachelor’s Degree or equivalent career experience.

Nice-to-haves

• Freshworks knowledge is a bonus.

Benefits

• $130,600-$187,795 USD Base Salary + Variable Compensation (where applicable).
• Multiple options for dental, medical, vision, disability and life insurances.
• Equity + ESPP.
• Flexible PTO.
• Flexible spending.
• Commuter benefits.
• Wellness benefits.
• Adoption and parental leave benefits.