Lead, Customer Success

March 25

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Freshworks

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Freshworks is a company that provides powerful, easy-to-use software for customer service, IT service management, sales automation, and marketing automation. They offer a range of products, including Freshdesk, Freshservice, Freshsales, Freshchat, and Freshmarketer, all enhanced with artificial intelligence to improve productivity and efficiency. With solutions designed to enhance customer engagement and support IT operations, Freshworks serves over 68,000 businesses worldwide. Their AI-driven platforms, like the Freddy AI Agent, aim to deliver fast, always-on service, making work easier and more efficient for teams across various industries.

Customer Support Software • Helpdesk • Web 2.0 • SaaS • Support Ticket System

5001 - 10000 employees

Founded 2010

☁️ SaaS

🏢 Enterprise

🤖 Artificial Intelligence

💰 $85M Secondary Market on 2020-01

📋 Description

• Freshworks is looking for an exceptional addition to our Customer Success team in Germany. • Being a customer champion is part of our culture and a guideline for anything we do. • Our team plays a central role in this effort and is the primary driver to retain and develop our existing customers. • As a Lead 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 Manager 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, and 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 customer's goals; be able to quantify impact with a value assessment framework and ROI models. • Provide coaching and education to improve adoption of the Freshworks product. • 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 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.

🎯 Requirements

• At least 5+ years of Customer Success or related experience in a B2B environment working with mid-market and enterprise-level customers. • Background as a Solution Engineer, Solution Architect or similar consultative role is a plus. • Experience in presenting a technology suite of products within an existing portfolio of accounts as well as consulting and translating customer business and technology needs into technology solutions • Experience in proactively growing customer relationships while being curious to understand client’s business • Prior experience in an environment where you managed a book of business in technology which included 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 • At ease demonstrating product functionality; ability to provide a comprehensive overview of key business use cases • Experience influencing change in a complex organisation • Engaging phone & video presence: enthusiastic and high energy, but also poised, confident, and extremely professional • Comfortable in a fast-paced, global team • Native level proficiency in German is a must

🏖️ Benefits

• Enhanced Paid-Time-Off with an additional day for the 1st 5 years of service • Life insurance • Learning & Reading budget of up to €1.000 per year • Free lunch on Freshworks 3x a week in the office • 25 days annual Paid-Time-Off (PTO) • Company Funded Employee Assistance Program (EAP) for both you and your family • Discounted Tax Support Services