Senior Customer Success Manager

Organizations everywhere struggle under the crushing costs and complexities of solutions that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done. There’s another option. Freshworks. With a fresh vision for how the world works. At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency.

Device42 is the most comprehensive agentless discovery system for Hybrid IT available today. Device42 can continuously discover, map, and optimize infrastructure and applications across data centers and cloud, providing accurate views of your IT ecosystem. Customers in more than 60 countries use these capabilities as they manage and modernize IT infrastructures and application landscapes and adopt DevOps practices. We give our customers accurate, comprehensive, and current insights into their computing environments to provide them with the confidence and data they need to manage, transform, and optimize their business and technical infrastructure.

As a Senior Customer Success Manager at Device42, you will work with and enable our largest and most strategic customers to help them realize the business value obtained through our software. You will combine technology expertise, process discipline, and passion for customer success to drive our customers’ and company’s expected outcomes. We are looking for a unique individual to build trusted advisor relationships with our customers, help customers at all levels understand the value of our solution, and show them how they can be successful leveraging Device42 across their Hybrid IT needs. This person will partner closely with our sales, marketing, and product teams to manage successful customer engagements and outcomes.

What You’ll Do:

• Continuously look for ways to delight your customers, drive satisfaction and help our customers achieve their desired outcomes.
• Use your strong consultative skills to uncover our customer's stated and unstated business needs and goals, leveraging Device42 to meet those needs.
• Champion and advocate for the customer at every turn – working cross-functionally within Device42 to ensure the needs of the customer are met.
• Evangelize Device42 across your accounts, extending our relationships in the business and actively pursuing connections across peer and executive level.
• Actively and effectively manage your customers through each stage of their lifecycle journey, driving high NPS levels.
• Execute and lead Executive Business Reviews (EBRs) both remotely and onsite (when appropriate) to demonstrate ongoing product and solution value, review roadmap features, and ensure alignment with your customers' business goals and strategy.
• Drive retention and growth among our most valuable customers by managing the customer journey, removing blockers, and resolving any issues that might put renewals at risk.
• Accurately report key customer metrics including adoption, production status, and risk to ensure executive-level visibility into customer health.
• Identify upsell and expansion opportunities to further drive value within your accounts, working closely with sales as appropriate.

What You Have:

• 5+ years of experience in Customer Success with experience in multi-cloud environments or IT infrastructure.
• Ability to quickly understand use cases and business drivers and effectively communicate with both technical and non-technical users.
• A comfort with a higher volume of accounts (60-70) while supporting and prioritizing customers based on needs and driving value/ROI.
• Ability to be a cross-functional partner - whether it be working with support to escalate customer issues, product and development to communicate customer request timelines, or sales to drive additional business to Device42.
• Strong relationship building skills, having trust with multiple stakeholders and customer champions to expand usage as well as aid sales in renewals discussions as necessary.
• Empathy for customers and passionate for revenue growth, with a deep understanding of value drivers in recurring revenue business models.

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, 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.