Senior Customer Success Manager / Senior Account in London

To help them grow. Software is a choice that can make or break a business. Business software has become a blocker instead of ways to get work done. With a fresh vision for how the world works. 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. Fresh vision. Job DescriptionFreshworks is looking for an exceptional addition to our Customer Success team in London. As a Senior 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 journeyWork closely with the Strategic Account Manager to develop Account Plans for all of your customers, which will be the roadmap for account expansionPartner with the Strategic Account Manager to help ensure expansion opportunities are identified and closed successfullyWork closely with professional services, support, and partners to deliver seamless 360-degree support to meet customer needsBe consultative and build in-depth relationships and a complete understanding of their business goals and objectivesBuild credibility, relationships, and influence C-level stakeholders by advocating our 'Customers for Life' philosophyBe 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 modelsProvide coaching and education to improve adoption of the Freshworks' productIdentify, clearly communicate, and manage risk throughout the year through proactive touchpoints and taking the lead in developing resolution strategiesIdentify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars and blogsIntroduce and implement new products and features to your customers based off of needs that you have uncovered in your strategic conversationsCollaborate 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 customersQualificationsAt least 7+ years of Customer Success or related experience in a B2B environment working with Mid Market and Enterprise level customers. 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 solutionsExperience in proactively growing customer relationships while being curious to understand client's businessPrior experience in an environment where you managed a book of business in technology which included significant growth in net new opportunitiesExperience across verticals such as retail, financial services, travel, public sector, publishing etc is a plusExperience 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 outcomesAt ease demonstrating product functionality; ability to provide comprehensive overview of key business use casesExperience influencing change in complex organizationEngaging phone & video presence: enthusiastic and high energy, but also poised, confident, and extremely professionalComfortable in fast-paced, global teamDemonstrated leadership skills in a team environment whether project, cross functional or direct functional teamAdditional InformationThese are some benefits you can expect from us in return: Company funded Life & Long-Term Disability insurancePension schemePrivate Medical Insurance + Health Cash PlanLearning & Reading budget of up to 1,000 per yearFitness budget of up to 30 per monthCycle to work SchemeCompany funded daily lunch when in officeCompany Funded Employee Assistance Program (EAP) for both you and your family25 days annual Paid-Time-Off (PTO)Discounted Tax Support ServicesAt 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. 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. 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. Mid-Senior LevelIndustry: Information Technology And Services