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Lead Customer Success Manager
Il y a 2 mois
About Freshworks
Freshworks empowers businesses to deliver exceptional customer and employee experiences through its innovative software solutions. Headquartered in San Mateo, California, Freshworks boasts a global team operating across 13 locations, serving over 65,000 companies worldwide. Our cloud-based suite includes Freshdesk (customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), and Freshchat (AI-powered bots).
About the Role
As a Lead Customer Success Manager, you will be a strategic advisor to our valued mid-market and enterprise clients in Southern Europe. You'll build strong relationships with key stakeholders, ranging from support agents to C-suite executives, ensuring they maximize the value of Freshworks solutions.
Your Responsibilities:- Cultivate Customer Relationships & Drive Product Adoption: Establish deep connections with clients, conduct regular business reviews, and provide product training. Understand their unique needs, goals, and challenges to guide them towards optimal product utilization.
- Ensure Customer Retention: Analyze product usage data to identify areas for improvement and proactively address potential churn risks. Collaborate with technical experts to develop customized solutions that meet specific client requirements.
- Foster Customer Growth & Advocacy: Work closely with the Account Management team to uncover expansion opportunities and promote awareness of Freshworks' latest innovations. Encourage customer referrals, case studies, and event participation.
- Proven experience in a customer-facing role, ideally within the software industry.
- Strong communication, interpersonal, and presentation skills with fluency in Spanish and English.
- Analytical mindset with the ability to interpret data and identify trends.
- Passion for technology and a desire to help clients succeed.
