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    Senior Customer Success Manager - San Mateo, United States - Freshworks

    Freshworks
    Freshworks San Mateo, United States

    2 weeks ago

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    Description
    Company Description

    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 software that is affordable, quick to implement, and designed for the end user.

    Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM).


    Freshworks' cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.


    Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years.

    Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

    Job Description

    Freshworks is looking for a Senior Customer Success Manager to join our team. Being a customer champion is part of our culture and a guideline for everything we do.

    Our Customer Success 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 will engage with key partners and help them use the Freshworks platform fully.


    Responsibilities:
    '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 Account Managers to develop account plans for all of your customers which will be the roadmap for account expansion
    Partner with Account Managers 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 the customers' business goals and objectives
    Build credibility, and relationships, and influence C-level stakeholders by advocating our 'Customers for Life' philosophy
    Be passionate about the products, and understand the outcomes the Freshworks product 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(s)
    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 on needs that you have uncovered in your strategic conversations
    Collaborate with internal stakeholders (Engineering, Product, Sales, Support, etc.) to complete customer goals, be the "Voice of the Customers" to provide visibility and/or escalations, and maintain strong reference ability across your book of customers

    Please note this is a hybrid role (3x/week onsite) from either our San Mateo, CA (HQ), Bellevue, WA, or Denver, CO office locations

    Qualifications


    At least 5+ years of Customer Success or related experience in a B2B environment working with mid-market and enterprise-level customers.

    Experience in presenting a 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 needs
    Prior experience in an environment where you managed a book of business in technology which included significant growth in net new opportunities
    Experience working closely with C-level/SVP-level executives as customers
    Experience with executive business reviews and similar Sr. level presentations
    Ease demonstrating product functionality; ability to provide a comprehensive overview of key business use cases
    Experience influencing change in complex organizations
    Comfortable working in a fast-paced, global team

    Additional Information

    All your information will be kept confidential according to EEO guidelines.

    California Pay Range:
    $128,800 - $175,000+. This range is the OTE for the position and includes both base salary+commissions

    Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.


    At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity.

    We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

    #J-18808-Ljbffr
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