Customer Success Manager

Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people‑first approach to AI eliminates friction, helping businesses reduce complexity, lower cost‑to‑serve, and deliver faster, more human support through enterprise‑grade yet easy‑to‑use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.

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 will 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 on the 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 senior 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
• 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 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. Please note that for this specific role, Freshworks is unable to provide visa sponsorship. All candidates must possess the valid right to work in the UK at the time of application and be able to provide evidence of this right prior to commencement of employment.