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 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 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 Strategic Account Manager to develop Account Plans for all of your customers which will be the roadmap for account expansion

Partner with 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 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

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

Qualifications

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

Additional Information

These are some benefits you can expect from us in return:

Company funded Life & Long-Term Disability insurance

Pension scheme

Private Medical Insurance + Health Cash Plan

Learning & Reading budget of up to £1,000 per year

Fitness budget of up to £30 per month

Free yoga classes twice a week

Cycle to work Scheme

Company funded daily lunch when in office

Company Funded Employee Assistance Program (EAP) for both you and your family

25 days annual Paid-Time-Off (PTO)

Discounted Tax Support Services

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.