Manager Customer Success
2 weeks ago
Company Description
About Freshworks
Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience )CRM) and employee experience (ITSM, HRSM).
Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.
Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).
Freshworks has received numerous accolades including 2019 Startup of the Year form Economic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.
While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation. Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at
At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose and passion, irrespective of their background, gender, race, sexual orientation, religion or ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, our communities and our business.
Job Description
The Digital Customer Success team deals with high-velocity accounts and drives retention and adoption. As a Manager, you are expected to lead a team of CSMs to drive the churn, adoption and customer satisfaction of your portfolio.
What will you do:
Lead and mentor a team of CSMs who are responsible for the success of high-velocity accounts.
Develop and implement strategies to onboard new high-velocity account customers efficiently and effectively, ensuring a smooth transition into our product.
Collaborate with Sales, Marketing, Support, Onboarding and Product teams to align customer success initiatives with overall business objectives and goals.
Define and monitor key performance indicators (KPIs) to measure the success and health of high-velocity account customers and provide actionable insights and recommendations to improve customer outcomes.
Act as a point of escalation for customer issues or concerns and work closely with internal teams to resolve issues promptly and effectively.
Stay updated on industry trends, best practices, and competitive landscape in customer success and leverage this knowledge to continuously enhance our customer success strategies and practices.
Foster a culture of collaboration, accountability, and continuous improvement within the Customer Success team.
Devise innovative strategies to drive churn reduction.
Qualifications
Qualifications
At least 8-12 years of experience in sales, account management, or customer success
Experience in handling high-velocity accounts is a plus
Proven experience of a customer-facing role
Proven experience of managing a team is a must
Excellent communication, presentation, and interpersonal skills, with the ability to build strong relationships with internal teams and customers.
Analytical mindset with the ability to interpret data and metrics to drive strategic decisions and improve customer outcomes.
Demonstrated leadership skills with the ability to motivate, inspire, and develop a team towards achieving goals and objectives.
Active team player, self-starter, and multitasker who can quickly adjust priorities
Additional Information
At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities, and the business.
At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.
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