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Lead Customer Success Strategist

2 months ago

California, Missouri, United States Freshworks Full time

Overview
Freshworks is seeking a talented and experienced Senior Customer Success Manager. Our mission is to empower businesses to enhance their customer and employee experiences through innovative software solutions.

About Us
Based in San Mateo, California, Freshworks operates globally, serving over 65,000 companies ranging from startups to established enterprises. Our cloud-based software suite includes Freshdesk, Freshsales, Freshmarketer, Freshservice, and Freshchat, all designed to improve customer engagement and operational efficiency.

Role Summary
As a Senior Customer Success Manager, you will be instrumental in nurturing and expanding relationships with our mid-market and enterprise clients. Your role will involve acting as a strategic advisor, ensuring that customers maximize the value of our platform.

Key Responsibilities

  • Relationship Building: Develop strong connections with key stakeholders, from support personnel to executive leadership, within our most significant accounts.
  • Customer Engagement: Conduct regular interactions, including quarterly business reviews and product training sessions, to ensure ongoing alignment with customer goals.
  • Needs Assessment: Thoroughly understand and document the organizational structure, objectives, and challenges faced by our clients.
  • Product Education: Provide comprehensive training on product features and best practices, guiding customers to adopt data-driven methodologies and measure their success metrics.

Customer Retention:

  • Utilize product usage analytics to proactively identify opportunities for enhancing adoption and mitigating churn.
  • Conduct thorough diagnostics to uncover gaps in product utilization and recommend actionable improvements.
  • Collaborate with technical teams to devise innovative solutions when standard offerings do not meet customer requirements.

Driving Growth and Advocacy:

  • Partner with the Account Management team to identify growth opportunities and drive net expansion.
  • Encourage customers to engage with Freshworks' latest innovations and become advocates through references and case studies.
  • Innovate ways to create memorable experiences for our customers.

Qualifications
We are looking for candidates with:

  • Experience in customer-facing roles, particularly in consulting or account management.
  • A Bachelor’s degree; an engineering background is a plus.
  • Excellent communication skills, with the ability to build trust and rapport with clients.
  • Strong collaboration skills across various internal teams.
  • A passion for learning about our products and their technical aspects.
  • Analytical thinking combined with a proactive approach to problem-solving.
  • The ability to manage multiple projects and switch between technical and business discussions seamlessly.

Additional Information
We offer a range of benefits including life and disability insurance, wellness programs, and generous paid time off. At Freshworks, we are committed to fostering a diverse and inclusive workplace where every employee can thrive.