Customer Success Manager
Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close, and keep their customers for life. Freshworks Software-as-a-Service (SaaS) products provide a 360-degree view of the customer, are ready to go, easy to use, and offer quick return on investment. Headquartered in San Mateo, USA, Freshworks 3,000+ team members work in offices throughout the world. Freshworks has global offices in India, Singapore, Australia, UK, Netherlands, France and Germany. The company counts over 220,000 businesses in its customer-for-life community around the world including Honda, Bridgestone, Hugo Boss, University of Pennsylvania, Toshiba, Sling TV and Cisco.
Job Description:
• Become your customers' strategic consultant and go-to person for help; Deliver insights to help customers optimize the value of Freshworks products, and improve their metrics and overall performance.
• Provide coaching and education to improve adoption of the Freshworks product by every user.
• Build value-based relationships with customers ensuring alignment with key goals at all levels or the organization.
• Identify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars and blogs.
• Partner with Sales Account Management to help ensure renewal and expansion opportunities are identified and closed successfully.
• Bring intelligent product feedback and recommendations from customers back to Product teams.
• Contribute to the development of industry-leading processes and best practices for delivering Customer Success.
What we're looking for:
• 3+ years of experience working as a CSM at a SaaS company
•Strong knowledge of ITIL processes, ITSM, business applications and service desk management.
• Thorough familiarity with Service Desk and Internal Business Software applications
• Experience working on enterprise accounts
• Experience working closely with C-level / SVP-level executives at customers (CIO, CTO Preferred)
• Experience with executive business reviews
• Experience running engaging webinars
• Experience writing customer facing documentation
• Customer Training
• Creating structured programs to drive adoption at low-usage accounts
• Influencing change in complex organizations
• Exercises listening, documenting, and addressing customer pain points
• At ease demonstrating product functionality; ability to provide comprehensive overview of key business use cases
• Engaging phone & video presence: enthusiastic and high energy, but also poised, confident, and extremely professional
• Comfortable in fast-paced, global team