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Customer Success Manager

Il y a 3 mois

Paris, Île-de-France Freshworks Temps plein
Company Description

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 affordable, quick-to-implement, and design software for the end user.


More than 60,000 companies - from startups to public companies - worldwide use Freshworks software-as-a-service (SaaS) to enable a better
customer experience (CX, CRM) and
employee experience (ITSM, HRSM).

Freshworks transforms the way
world-class organizations collaborate with customers and co-workers.

The suite includes
Freshdesk (omnichannel customer support),
Freshsales (sales automation),
Freshmarketer (marketing automation),
Freshservice (IT service desk),
Freshteam (HR management system).


Job Description:

Company Description

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 affordable, quick to implement, and designed software for the end-user.


More than 50,000 companies - from startups to public companies - worldwide use Freshworks software-as-a-service (SaaS) to enable a better
customer experience (CX, CRM) and
employee experience (ITSM, HRSM).

Freshworks transforms the way
world-class organizations collaborate with customers and co-workers.

The suite includes
Freshdesk (omnichannel customer support),
Freshsales (sales automation),
Freshmarketer (marketing automation),
Freshservice (IT service desk),
Freshteam (HR management system).


Job Description:


Freshworks is looking for an exceptional addition to our Customer Success team in Utrecht, Paris or Berlin 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 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.


1. Build deep relationships and drive product adoption

  • Work along with a predefined 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 its new features. Help them to follow datadriven 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.

Qualifications:

Our perfect match:

  • This role is to cover the France & Southern Europe Region. Speaking French, Spanish or Italian is a key requirement, as well as fluency in English.
  • Experience in a customerfacing 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 cando 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.
Additional Information

These are some benefits you can expect from us in return:

  • Company funded Life & Long-Term Disability insurance
  • Learning & Reading budget of up to €1.000 per year
  • Fitness budget of up to €30 per month
  • Free yoga classes twice a week
  • Fully stoc