Senior Customer Success Manager

Freshworks is looking for an exceptional (Senior)Customer Success Manager in Utrecht. 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 (Senior)Customer Success Manager, you will act as a strategic consultant and trusted advisor to our mid-market and enterprise customers in the Nordics region. 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.

1. Build deep relationships and drive product adoption
- Work along with a pre-defined group of our largest and most important customers. Establish connections to partners ranging from support agents to CxOs.
- Engage with customers in a dedicated and regular manner e.g. in quarterly business reviews, roadmap presentations, and product training.
- Understand and document customers’ organization, its needs, goals, and challenges.
- Educate and train customers on the best ways to use our products and their new features. Help them to follow data-driven approaches and measure KPIs.

2. Retain customers
- Analyze product usage data to actively take necessary actions to improve product adoption and reduce churn
- Conduct diagnostics and identify gaps in the customer’s product setup and processes. Evangelize and guide customers to implement improvements.
- Develop creative solutions in collaboration with technical experts in case the standard feature set is not sufficient to meet customer needs.

3. Inspire customer growth and advocacy
- Work together with the Account Management team to discover opportunities for growth and drive net expansion.
- Promote awareness of Freshworks’ latest innovations and motivate customers to become references, participate in events, and contribute to case studies.
- Find new and creative ways to create “moments of wow” for our customers.

Requirements

• Experience in a customer-facing role. Experience with consulting or account management is a big plus.
• Bachelor's degree. Having an engineering background is advantageous.
• You are able to communicate clearly and with empathy to become a trusted advisor for our clients.
• You can collaborate effectively with different internal teams (e.g., sales, marketing, product, and support).
• You enjoy learning about Freshworks’ products and their technical foundation.
• You show business insight to understand the client’s needs while keeping a professional attitude.
• You combine an analytical mindset with a can-do attitude. You can identify root causes and develop adequate solutions quickly.
• You can manage multiple projects at ease and can quickly switch contexts from technical to business topics.
• Business-level fluency in any nordics languages is a must