Senior Customer Success Manager

This is a fully remote position, open to applicants in Germany.

📋 Description

• Embracing the role of a customer advocate is integral to our culture and guides our actions.

• Our team is pivotal in this mission and serves as the main catalyst for retaining and nurturing our current clientele.

• Serve as a strategic consultant and trustworthy advisor to our mid-market and enterprise clients.

• Collaborate with key partners to maximize their utilization of the Freshworks platform.

• Develop a success plan with specific deliverables, ensuring clear communication throughout the customer’s post-sale journey.

• Work in conjunction with the Strategic Account Manager to create Account Plans for all your clients.

• Assist in identifying and successfully closing expansion opportunities.

• Partner with professional services, support teams, and partners to provide comprehensive 360-degree support to fulfill customer needs.

• Promote our ‘Customers for Life’ philosophy.

• Offer coaching and training to enhance the adoption of Freshworks' products.

• Recognize successful customers and transform them into advocates.

• Introduce and roll out new products and features to your clients based on identified needs.

⛳️ Requirements

• Minimum of 7+ years in Customer Success or a related field within a B2B context, engaging with mid-market and enterprise clients.

• Experience as a Solution Engineer, Solution Architect, or in a similar consultative capacity is advantageous.

• Proven track record in presenting a technology suite within an established portfolio and translating customer business and technology requirements into tailored solutions.

• Proficient in proactively nurturing customer relationships with a keen interest in understanding clients' businesses.

• Previous experience managing a portfolio in technology with notable growth in new opportunities is essential.

• Familiarity with various sectors such as retail, financial services, travel, public sector, and publishing is a plus.

• Experience collaborating closely with C-level or SVP-level executives (CIO, CTO preferred).

• Competence in conducting executive business reviews and similar senior-level presentations with successful outcomes.

• Comfortable demonstrating product capabilities; able to provide a thorough overview of key business use cases.

• Experience in influencing change within complex organizations.

• Engaging presence in phone and video communications: energetic and enthusiastic while remaining poised, confident, and highly professional.

• Adaptable in a fast-paced, global team environment.

• Proven leadership abilities in team settings, whether in projects, cross-functional initiatives, or direct functional teams.

• Native-level proficiency in German and fluency in English are required.

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for professional development.