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.
Job Description
- Own the customer as the primary point of contact, defining success plans with deliverables and ensuring clear communication across all activities of the customer’s post‑sale journey.
- Work closely with the Strategic Account Manager to develop account plans that serve as the roadmap for account expansion.
- Partner with the Strategic Account Manager to identify and close expansion opportunities successfully.
- Collaborate with professional services, support, and partners to deliver seamless 360‑degree support to meet customer needs.
- Be consultative and build in‑depth relationships while gaining a complete understanding of the client’s 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 they deliver to customers’ goals, and 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 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 based on needs uncovered in strategic conversations.
- Collaborate with internal stakeholders (Engineering, Product, Sales, Support, Execs) to complete customer goals, serve as the “Voice of the Customer,” 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 customers.
- Background as a Solution Engineer, Solution Architect or similar consultative role is a plus.
- Experience presenting a technology suite within an existing portfolio of accounts and translating customer business and technology needs into solutions.
- Proactive growth of customer relationships with a curiosity to understand client business.
- Experience managing a book of business in technology with 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.
- Ability to demonstrate product functionality and provide a comprehensive overview of key business use cases.
- Ability to influence change in a complex organization.
- Engaging phone and video presence: enthusiastic, high‑energy, poised, confident, and extremely professional.
- Comfortable in a fast‑paced, global team environment.
- Demonstrated leadership skills in a team environment, whether project, cross‑functional, or direct functional.
Benefits
- 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 you and your family.
- 25 days annual paid‑time‑off (PTO).
- Discounted tax support services.
These benefits are available to all eligible employees.
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.
Freshworks is an equal‑opportunity employer. We are committed to fostering a diverse and inclusive workplace that supports everyone’s potential, regardless of background, gender, race, sexual orientation, religion, or ethnicity.
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