At a Glance
- Tasks: Lead customer success initiatives and drive adoption of our platform.
- Company: Join Freshworks, a global leader in customer loyalty software with over 4,500 employees.
- Benefits: Enjoy perks like remote work options, fitness allowances, and 25 days PTO.
- Other info: We value diversity and inclusivity, offering equal opportunities for all.
- Why this job: Be a customer champion and make a real impact in a dynamic team environment.
- Qualifications: 5+ years in Customer Success or related roles, with experience engaging C-level executives.
The predicted salary is between 48000 - 72000 € per year.
We are looking for an experienced Customer Success Manager (CSM) to join our Customer Success team in London. This Individual Contributor role will focus on scaling customer engagement, ensuring value realization, and driving adoption across a book of business of up to 150 customers. As a CSM, you will own customer relationships, proactively engaging with both high‑touch (1:1) and tech‑touch (1:Many) approaches. You will work with a mix of mid‑market and enterprise customers, ensuring they maximize their use of Freshworks solutions to achieve their business objectives.
Responsibilities
- Customer Ownership & Engagement: Serve as the primary point of contact for your portfolio, developing strong relationships and ensuring a seamless customer experience.
- Hybrid Engagement Model: Utilize a blend of 1:1 (high-touch) and 1:Many (tech-touch) strategies to engage and support customers at scale.
- Success Planning & Adoption: Develop and execute success plans to drive product adoption, usage, and business value.
- Account Expansion & Renewal Support: Partner with Account Managers to identify expansion opportunities and ensure timely renewals.
- Customer Advocacy & Enablement: Identify customer success stories and turn them into advocates through case studies, references, and webinars.
- Proactive Communication & Value Delivery: Conduct regular check‑ins, business reviews, and webinars to educate and inform customers.
- Scalable Programs & Digital Success: Leverage automation, community engagement, and digital resources to support customers efficiently.
- Cross‑functional Collaboration: Work closely with Sales, Professional Services, Support, and Product teams to address customer needs and drive continuous improvement.
- Voice of the Customer: Capture and share customer insights to inform product development and go‑to‑market strategies.
Qualifications
- 3‑5 years of Customer Success or a related role in a B2B SaaS environment.
- Experience managing a scaled book of business, balancing 1:1 and 1:Many engagements.
- Strong business acumen with the ability to align Freshworks solutions to customer goals.
- Proven success in driving product adoption and retention within mid‑market or enterprise customers.
- Ability to influence and engage executive stakeholders (C‑level, SVP‑level).
- Proficiency in using technology to automate customer engagement and manage success programs at scale.
- Excellent presentation, communication, and relationship‑building skills.
- Passion for delivering customer value, with a proactive and strategic mindset.
- Experience across multiple industries such as retail, financial services, public sector, and technology is a plus.
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, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks\' customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.
Benefits
- 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.
Lead - Customer Success in City of Westminster employer: Freshworks Inc
Freshworks is an outstanding employer that prioritises employee well-being and professional growth, offering a vibrant work culture in the heart of London. With comprehensive benefits such as private medical insurance, a generous learning budget, and a commitment to diversity and inclusion, Freshworks empowers its employees to thrive while making a real impact in customer success. Join us to be part of a dynamic team where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Lead - Customer Success in City of Westminster
✨Tip Number 1
Familiarise yourself with the Freshworks platform and its features. Understanding how the software works and the value it brings to customers will help you engage more effectively during interviews and demonstrate your ability to drive adoption.
✨Tip Number 2
Research the industries that Freshworks serves, such as retail, finance, and travel. Being knowledgeable about industry trends and challenges will allow you to speak confidently about how you can support customers in those sectors.
✨Tip Number 3
Prepare examples of how you've successfully built relationships with C-level executives in previous roles. Highlighting your experience in influencing decision-makers will showcase your ability to advocate for the 'Customers for Life' philosophy.
✨Tip Number 4
Practice your presentation skills, especially in demonstrating technology solutions. Being comfortable with product demonstrations will be crucial in this role, so consider rehearsing with a friend or colleague to refine your delivery.
We think you need these skills to ace Lead - Customer Success in City of Westminster
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in Customer Success or related roles. Emphasise your ability to engage with C-level executives and your experience in B2B environments, particularly with mid-market and enterprise clients.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for customer success and your understanding of the Freshworks platform. Mention specific examples of how you've driven customer adoption and growth in previous roles.
Showcase Relevant Skills:In your application, highlight skills such as account planning, relationship building, and product knowledge. Use concrete examples to demonstrate how you've successfully influenced organisational change and supported customers.
Research Freshworks:Familiarise yourself with Freshworks' products and their impact on customer loyalty and service efficiency. Understanding their philosophy of 'Customers for Life' will help you align your application with their values.
How to prepare for a job interview at Freshworks Inc
✨Know the Product Inside Out
Make sure you have a solid understanding of Freshworks' products and how they benefit customers. Be prepared to discuss specific features and how they can solve common customer pain points.
✨Demonstrate Your Customer-Centric Approach
Showcase your experience in building relationships with clients, especially at the C-level. Prepare examples of how you've successfully retained and expanded customer accounts in previous roles.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle challenging customer situations. Think of scenarios where you've turned a dissatisfied customer into a loyal advocate.
✨Highlight Your Collaborative Skills
Since this role involves working closely with various teams, be ready to discuss how you've effectively collaborated with sales, support, and engineering teams in the past to achieve customer success.
