Customer Success Manager (East) at Freshworks

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MUST BE BASED in New York, New Jersey, Pennsylvania or Massachusetts for consideration.

 

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 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 customers, including American Express, Sony, Vice Media, TaylorMade, Sotheby’s, Stitchfix, OfficeMax, Multichoice, Delivery Hero, ITV, and Klarna.

 

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).

 

We are constantly on the lookout for smart people who are passionate about creating great products, designing great experiences, building scalable platforms, and making customers happy. We are looking for Customer Success Managers to join our growing GTM team in North America with a focus on our Mid-Market and Enterprise business.  If you believe that you can shine in a fast paced and high growth work environment, then we definitely want to talk to you.

 

Job Description: 

 

  • “Own the customer” as the single point of contact, defining a success plan with deliverables, and ensuring clear communication across all activities of the customers’ post-sale journey 
  • Be consultative and build in-depth relationships and a complete understanding of their business goals and objectives
  • Build credibility, relationships, and influence C-level stakeholders by advocating our ‘Customers for Life’ philosophy
  • Be passionate about the products, understand the outcomes the freshworks product and its features deliver to customers goals. 
  • Provide coaching and education to improve adoption of the Freshworks product 
  • Identify, clearly communicate and manage risk throughout the year through proactive touchpoints and taking the lead in developing resolution strategies
  • Identify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars and blogs
  • Introduce and implement new products and features to your customers based off of needs that you have uncovered in your strategic conversations
  • Partner with Account Managers to help ensure expansion opportunities are identified and closed successfully
  • Develop and execute all phases of a subscription renewal plan by ensuring on-time invoicing and onboarding all customers to project managing potential development or functional improvements
  • Collaborate with internal stakeholders (Engineering, Product, Sales, Support, and Execs) to complete customer goals, be the “Voice of the Customer” to provide visibility and/or escalations, and maintain strong reference ability across your book of customers

 

 

Experience: 

 

  • 3-5+ years CSM experience and preferably within the SaaS industry 
  • Experience working closely with C-level / SVP-level executives at customers (CIO, CTO Preferred)
  • Experience with executive business reviews and running engaging webinars 
  • At ease demonstrating product functionality; ability to provide comprehensive overview of key business use cases
  • Experience creating structured programs to drive adoption
  • Experience influencing change in complex organization
  • Engaging phone & video presence: enthusiastic and high energy, but also poised, confident, and extremely professional
  • Comfortable in fast-paced, global team

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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Technology we use

  • Product
  • Sales & Marketing
    • ConfluenceManagement
    • JIRAManagement
    • FreshdeskManagement
    • FreshserviceManagement
    • Freshsales CRMManagement
    • FreshmarketerManagement
    • FreshchatManagement
    • FreshcallerManagement
    • FreshsuccessManagement
    • FreshteamManagement
    • FreshconnectManagement
    • FreshreleaseManagement
    • FreshpingManagement
    • FreshstatusManagement
    • Freshsales CRMCRM
    • FreshmarketerEmail
    • FreshmarketerLead Gen

Location

Our office has stunning views of the mountains and is one street away from the fun restaurants and coffee shops of Denver's iconic Larimer St.

What are Freshworks Perks + Benefits

Freshworks Benefits Overview

Freshworks provides a comprehensive benefits plan, including health insurance, vision, dental, retirement, and unlimited time off (among a lot of other cool things too!)

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Freshworks Women 360 is an employee group aimed at community service, professional development, and career growth.
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Classpass and a fitness/reading stipend
Retirement & Stock Options Benefits
401(K)
The 401(k) retirement plan offers a broad selection of stocks, bonds and international index funds to choose from.
Company Equity
Performance Bonus
Freshworks has a lucrative sales commission program as well as a performance bonus for other functions, which are dependent on individual and company performance.
Child Care & Parental Leave Benefits
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Freshworks offers pre-tax commuter benefits for all employees.
Some Meals Provided
Happy Hours
Professional Development Benefits
Lunch and learns
Promote from within
Mentorship program

Additional Perks + Benefits

Since working from home in mid March, we have added additional benefits to ensure our employees are fully supported, mentally and physically!
- One time WFH accessories stipend
- Monthly internet allowance
- Classpass membership offering
- 6-month long free DashPass subscription
- Reading & fitness stipend

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