Lead Customer Success ManagerSwedish/Finnish/Norwegian/Danish)

Company Description

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. 

Job Description

• In this Individual Contributor role, you will be responsible for ensuring Freshworks Top Tier of customers are successful in adopting Freshworks products to achieve their business objectives and realize value from their investment with us. 

• This is a highly consultative role where you will act as a strategic advisor to enterprise accounts in Europe guiding customers to maximize Freshworks products and deliver best practices. 

• As the primary point of contact you will collaborate with key stakeholders to define joint success plans with deliverables, and ensuring clear communication across all activities of the customers’ post-sale journey

• Work closely with Strategic Account Manager to develop Account Plans for all of your customers which will be the roadmap for account expansion. Partner with Strategic Account Manager to help ensure new expansion opportunities are identified, nurtured and closed successfully.

• Work closely with Strategic Account Manager to prepare for an successfully secure account renewals 

• Work closely with professional services, support and partners to deliver seamless 360-degree support to meet customer needs

• Be consultative and build in-depth relationships and a complete understanding of their business goals and objectives. Build credibility, relationships, and influence up to 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; be able to quantify impact with a value assessment framework and ROI models

• 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

• 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.

Qualifications

• At least 10+ years of Customer Success or related experience in progressive roles in a customer-facing B2B environment working with operationally and technically complex, Enterprise level customers of significant value.

• Background as a Consultant, Solution Engineer, Solution Architect or similar consultative role is a plus. 

• Experience influencing change in a complex organization

• Experience in presenting a technology suite of products within an existing portfolio of accounts as well as consulting and translating customer business and technology needs into technology solutions

• Experience in proactively growing customer relationships up to C-level across departments, regions and functions while building deep understanding of client’s business and lay the foundation for expansion 

• Experience across verticals such as retail, financial services, travel, public sector, publishing etc is a plus

• Experience working closely with C-level / SVP-level executives at customers (CIO, CTO Preferred)

• Experience with executive business reviews and similar-level presentations with positive outcomes

• At ease and highly proficient in demonstrating product functionality; ability to provide a comprehensive overview of key business use cases

• Highly professional presentation and communication skills

• Passionate self-starter with high energy, but also poised, confident, and extremely professional

• Ability to effectively use Customer Success & CRM tools (e.g., FreshSuccess) to effectively manage a portfolio

• Comfortable and able to work effectively in a fast-paced, global matrixed organization

•  Demonstrated desire and ability to act as a thought leader both within the team and externally with customers and prospects

• Business level proficiency in one of the Nordics languages.

Additional Information

These are some benefits you can expect from us in return

• Life and Permanent disability insurance
• Free yoga classes twice a week
• 25 days annual Paid-Time-Off (PTO) 
• 4% of employee gross salary excluding holiday pay as Pension supplement
• Additional days paid time off (PTO) for every year of service for the first
  5 years of your employment
• Company Funded Employee Assistance Program (EAP) for both you and your family
• Commuting Benefits
• Discounted Tax Support Services

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.