Senior Customer Success Manager (m/f/d)

About Freshworks

Freshworks Inc. designs intuitive service software that enhances employee and customer experiences by removing complexity and reducing service costs. Serving nearly 75,000 clients worldwide, including Bridgestone and Sony Music, Freshworks delivers enterprise-level yet user-friendly CX and IT solutions powered by a people-first AI approach. Our mission is to revolutionize business software to help organizations simplify operations and accelerate growth.

Role Overview

We are seeking a Senior Customer Success Manager to join our Customer Success team in Germany. This role involves being a dedicated advocate for our clients, primarily mid-market and enterprise accounts, ensuring they fully leverage the Freshworks platform. You will act as a strategic consultant and trusted advisor by deeply understanding both our solutions and clients' industries.

Key Responsibilities

• Serve as the primary customer contact owning their post-sale journey with clear success plans and communication.
• Collaborate with Strategic Account Managers to create and execute account plans aimed at expanding relationships.
• Partner internally with professional services and support to provide comprehensive, seamless customer care.
• Build consultative relationships to thoroughly understand customer goals and objectives.
• Engage C-level stakeholders to promote our 'Customers for Life' philosophy and build strong influence.
• Be passionate about Freshworks products, quantifying impact via value assessment frameworks and ROI models.
• Coach customers to increase adoption and effective use of the platform.
• Proactively identify and address risks throughout the year, leading resolution efforts.
• Turn successful customers into advocates through participation in references, case studies, and webinars.
• Introduce new products and features aligned with customer needs uncovered during strategic discussions.
• Represent the customer voice within Freshworks by collaborating cross-functionally and escalating issues when necessary.

Qualifications

• Minimum 7 years' experience in Customer Success or related B2B roles with mid-market and enterprise customers.
• Background in solution engineering, architecture, or similar consultative positions is advantageous.
• Demonstrated success in growing accounts and translating customer business and tech requirements into solutions.
• Experience managing technology-focused books of business and driving net new opportunities.
• Exposure to industries like retail, financial services, travel, public sector, or publishing is a plus.
• Proven track record working with senior executives (CIO, CTO) and conducting executive business reviews.
• Strong presentation skills to demonstrate product capabilities and address key use cases.
• Ability to influence organizational change and maintain enthusiasm while being professional.
• Comfortable operating in a fast-moving, global, team environment with demonstrated leadership experience.
• Fluent in German (native level) and English is mandatory.

Additional Information

This role offers flexibility to work from our Berlin office with a hybrid schedule (Monday, Wednesday, Thursday onsite; Tuesday, Friday remote) or fully remote anywhere in Germany. Freshworks fosters an inclusive work environment embracing diversity and equal opportunity for all employees, enhancing our collective success and company culture.