Senior Customer Success Manager

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. - ‘Own the customer’ as the primary point of contact, defining a success plan with deliverables, and ensuring clear communication across all activities of the customers’ post-sale journey - Work closely with the Strategic Account Manager to develop Account Plans for all of your customers, which will be the roadmap for account expansion - Partner with the Strategic 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, relationships, and influence C-level stakeholders by advocating our ‘Customers for Life’ philosophy - Be passionate about the products, understand the outcomes the Freshworks' products and its features deliver to customers' 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, clearly communicate, and manage risk throughout the year through proactive touchpoints and taking the lead in developing resolution strategies - 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 off of needs that you have uncovered in your strategic 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 - At least 7+ years of Customer Success or related experience in a B2B environment working with Mid Market and Enterprise level customers. Background as 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 Sr level presentations with positive outcomes - At ease demonstrating product functionality; ability to provide comprehensive overview of key business use cases - Experience influencing change in complex organization - Engaging phone & video presence: enthusiastic and high energy, but also poised, confident, and extremely professional - Comfortable in fast-paced, global team - Demonstrated leadership skills in a team environment whether project, cross functional or direct functional team