Freshworks
SaaS
SeniorCustomerSuccessManager
“Senior Customer Success Manager at Freshworks. Skills: Customer Success Management, Account Management, Customer Relationship Management. Act as strategic consultant and trusted advisor. Engage with key partners”
What You'll Achieve.
Ensure customer retention; Develop existing customers; Meet customer needs; Achieve customer goals; Maintain reference ability
Industry & Context.
Develop resolution strategies
Valid right to work in UK
What They're Looking For.
Must Have
7+ years Customer Success or related experience, Experience in B2B environment, Experience with Mid Market and Enterprise customers, Experience presenting technology suite of products, Experience consulting and translating customer needs into technology solutions, Experience growing customer relationships, Experience managing a book of business in technology, Experience with executive business reviews, Experience demonstrating product ability, Experience influencing change in complex organization
Nice to Have
Background as Solution Engineer, Background as Solution Architect, Experience across verticals such as retail, Experience across verticals such as financial services, Experience across verticals such as travel, Experience across verticals such as public sector, Experience across verticals such as publishing, Experience working closely with C-level / SVP-level executives, CIO experience preferred, CTO experience preferred
What You'll Do.
Act as strategic consultant and trusted advisor
Engage with key partners
Help customers use platform fully
Own the customer as primary point of contact
Define success plan with deliverables
Ensure clear communication across post-sale journey
Develop Account Plans for customers
Identify expansion opportunities
Close expansion opportunities
Deliver seamless 360-degree support
Build in-depth relationships
Understand business goals and objectives
Build credibility with C-level stakeholders
Influence C-level stakeholders
Quantify product impact with value assessment
Provide coaching and education
Improve product adoption
Manage risk through proactive touchpoints
Develop resolution strategies
Identify successful customers
Turn customers into advocates
Introduce new products and features
Collaborate with internal stakeholders
Provide visibility to customer issues
Provide escalations to customer issues
Maintain reference ability across book of customers
How You'll Work.
Team & Collaboration
Work with Strategic Account Manager; Partner with Strategic Account Manager; Work with professional services; Work with support; Work with partners; Collaborate with Engineering; Collaborate with Product; Collaborate with Sales; Collaborate with Support; Collaborate with Execs
Communication Scope
Executive business reviews; Sr level presentations
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