Manager Customer Success - Digital

About Freshworks

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 software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). 

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. 

The Digital Customer Success team deals with high-velocity accounts and drives retention and adoption. As a Manager, you are expected to lead a team of CSMs to drive the churn, adoption and customer satisfaction of your portfolio.

What will you do:

• Lead and mentor a team of CSMs who are responsible for the success of high-velocity accounts.

  
  

• Develop and implement strategies to onboard new high-velocity account customers efficiently and effectively, ensuring a smooth transition into our product.

  
  

• Collaborate with Sales, Marketing, Support, Onboarding and Product teams to align customer success initiatives with overall business objectives and goals.

  
  

• Define and monitor key performance indicators (KPIs) to measure the success and health of high-velocity account customers and provide actionable insights and recommendations to improve customer outcomes.

  
  

• Act as a point of escalation for customer issues or concerns and work closely with internal teams to resolve issues promptly and effectively.

  
  

• Stay updated on industry trends, best practices, and competitive landscape in customer success and leverage this knowledge to continuously enhance our customer success strategies and practices.

  
  

• Foster a culture of collaboration, accountability, and continuous improvement within the Customer Success team.

  
  

• Devise innovative strategies to drive churn reduction.

  
  

Qualifications

• At least 8-12 years of experience in sales, account management, or customer success

  
  

• Experience in handling high-velocity accounts is a plus

  
  

• Proven experience of a customer-facing role

  
  

• Proven experience of  managing a team is a must

  
  

• Excellent communication, presentation, and interpersonal skills, with the ability to build strong relationships with internal teams and customers.

  
  

• Analytical mindset with the ability to interpret data and metrics to drive strategic decisions and improve customer outcomes.

  
  

• Demonstrated leadership skills with the ability to motivate, inspire, and develop a team towards achieving goals and objectives.

  
  

• Active team player, self-starter, and multitasker who can quickly adjust priorities

  
  

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.

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.