Full time, Berlin
Freshworks is looking for an exceptional addition to our Customer Success team in 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 (CSM), 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.
Your role and responsibilities:
1. Build deep relationships and drive product adoption
Work along with a pre-defined 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 trainings
Understand and document customer’s 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 data driven 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.
Our perfect match
Experience in a customer facing role. Experience with consulting or account management a big plus
Bachelor's degree. Engineering background is advantageous.
Communicates clearly and with empathy to become a trusted advisor for our clients.
Collaborates effectively with different internal teams (e.g., sales, marketing, product, support).
Enjoys learning about Freshworks’ products and their technical foundation.
Shows business insight to understand client’s needs and keeps a professional attitude.
Combines an analytical mindset with a can-do attitude. Identifies root causes and develops adequate solutions quickly.
Manages multiple projects at ease and can quickly switch context from technical to business topics.
Willingness to travel, as much as 25% of the time will be spent at client’s offices
Fluency in English and German. Fluency in other EU languages is a plus.
These are some benefits you can expect from us in return:
Great opportunity to build the European presence of a fast-paced global growth startup from scratch
Flexible career development path within an international environment
A fun startup work environment in the middle of Berlin
Work closely with inspiring, encouraging and interesting colleagues in an international team within a flat organizational hierarchy
Fully stocked pantry with healthy fruits, snacks, coffee, and breakfast options
Weekly family lunch and quarterly team building events
Weekly yoga class and gym membership contribution
Educational reimbursement of 65% including learning a new language
Team gatherings and company parties!
Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close, and keep their customers for life. Freshworks Software-as-a-
Freshworks’ suite of products that transform the way world class organizations collaborate with customers and co-workers, include Freshdesk (Omni-channel customer support), Freshservice (IT Service Desk), Freshsales (Intuitive fully-integrated CRM), Freshmarketer (Marketing Automation Suite), Freshteam (HR Management System for growing teams), Freshchat (Modern messaging software) and Freshcaller (Cloud PBX system).
Freshworks has received numerous accolades from analysts and media including making it to Forbes’ Cloud 100 list, Economic Times Startup of the Year, 2019 LinkedIn Top 25 Companies to work for in India and a listing on the Magic Quadrant for CRM Customer Engagement & IT Service Management. 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 $250 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at: www.Freshworks.com.