Customer Success Manager

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 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 Principal 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.

Benefits:

• 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 have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business.

Fresh vision. Real impact. Come build it with us.