Senior Customer Success Manager – UKI

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, demonstrate value, and drive Freshworks adoption to achieve business goals
• Work closely with Account Managers to develop Account Plans for your customers, which will be the roadmap for account expansion
• Partner with the 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 the adoption of the Freshworks product
• Identify successful customers and turn them into advocates, measured xwzovoh by participation in reference calls, case studies, webinars, and blogs
• Introduce and implement new products and features to your customers based on needs that you have uncovered in your 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

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