Senior Customer Success Manager (m/f/d)
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 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.
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‘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
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Work closely with the Strategic Account Manager to develop Account Plans for all of your customers, which will be the roadmap for account expansion
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Partner with the Strategic Account Manager to help ensure expansion opportunities are identified and closed successfully
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Work closely with professional services, support, and partners to deliver seamless 360-degree support to meet customer needs
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Be consultative and build in-depth relationships and a complete understanding of their business goals and objectives
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Build credibility, relationships, and influence C-level stakeholders by advocating our ‘Customers for Life’ philosophy
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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
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Provide coaching and education to improve adoption of the Freshworks ' product
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Identify, clearly communicate, and manage risk throughout the year through proactive touchpoints and taking the lead in developing resolution strategies
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Identify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars and blogs
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Introduce and implement new products and features to your customers based off of needs that you have uncovered in your strategic conversations
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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
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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.
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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
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Experience in proactively growing customer relationships while being curious to understand client’s business
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Prior experience in an environment where you managed a book of business in technology which included significant growth in net new opportunities
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Experience across verticals such as retail, financial services, travel, public sector, publishing etc is a plus
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Experience working closely with C-level / SVP-level executives at customers (CIO, CTO Preferred)
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Experience with executive business reviews and similar Sr level presentations with positive outcomes
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At ease demonstrating product functionality; ability to provide comprehensive overview of key business use cases
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Experience influencing change in complex organization
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Engaging phone & video presence: enthusiastic and high energy, but also poised, confident, and extremely professional
- Comfortable in fast-paced, global team
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Demonstrated leadership skills in a team environment whether project, cross functional or direct functional team
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