Customer Success Manager

Overview

Freshworks is seeking a Customer Success Manager to help manage and grow some of Freshworks’ largest accounts. Our Customer Success Managers (CSM) consult on a spectrum of Customer Support/Experience (CX) and Employee Experience (EX) solutions from the Freshworks SaaS suite with a wide array of customers.

• Build and foster strong relationships with your portfolio of Mid-Market & Enterprise customers to minimize churn and contraction and drive expansion by partnering with our customer's technical and business executive leadership team; proactively guiding customers' technical adoption journey and enabling them to deliver innovation and demonstrable business value to their end business users.
• Work with the Account Manager to manage all aspects of the account including defining account penetration, engagement, renewal and growth strategy.
• Proactively analyze customer’s product usage data and take necessary actions to mitigate risk, improve product adoption, business value outcomes and reduce churn. CSMs ensure successful renewal.
• Partner with customer-facing account teams and executives (Sales, Renewals, Advocacy, Professional Services, Product, Engineering, and partners) on overall platform success, to accelerate the customer's time-to-value journey and protect recurring renewal revenue and expand customer NRR.
• Develop and apply domain/technical knowledge of the Freshworks platform, our best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support the customer's success plan.
• Act as the customer's first point of contact and liaison between customer and internal teams. Handle complaints, problems and escalations in timely and effective manner.
• Facilitate, organize and lead regular customer meetings, product feedback sessions, quarterly business reviews.
• Travel as needed.

• 8+ years’ experience working in customer-facing technical roles (in Customer Success, consulting, or related discipline).
• Experience in managing Mid-Market and/or Enterprise-level accounts.
• Experience working with multiple levels of customer stakeholders – technical admins, C-level executives, and procurement teams.
• Proven track record of identifying and collaborating on expansion opportunities and strategies with Sales and account teams.
• Proven track record of planning for a portfolio of engagements, on-time deliveries, cross-group collaboration, and critical thinking.
• Functional domain/technical knowledge of CX or EX solutions, best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support the customer's success plan. Freshworks knowledge is a bonus.
• Proven ability to quickly grasp and distinctly explain technological and business concepts, including demonstrating SaaS functionality to customers.
• High-level understanding of enterprise architecture principles and familiarity with the IT application landscape common amongst Enterprise companies.
• Bachelor’s Degree or equivalent career experience.

Please note: This is a hybrid role that will be based in San Mateo, CA and requires an in-office presence three days per week (Tuesday - Thursday).

This role is based in the San Francisco Bay Area and the expected base salary range for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range.

This pay range is subject to change and may be modified in the future. This role is also eligible for a variable bonus.

Compensation Package

$147,200-$193,200 USD Base Salary + Variable Compensation (where applicable)

Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

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.