Senior Customer Success Manager

Freshworks is seeking a Senior Customer Success Manager to help manage and grow some of Freshworks’ largest accounts. Our Senior Customer Success Managers consult on a spectrum of Customer Support/Experience (CX) and Employee Experience (EX) solutions from the Freshworks SaaS suite with a wide array of customers. Our Senior Customer Success Managers are responsible for retention, minimizing churn/contraction risk while driving product adoption, and identifying expansion opportunities to then collaborate with Sales. We do this by demonstrating the value of Freshworks in business discussions with our customers by engaging with customers at specific points in their lifecycle, providing them experiences and recommendations based on their maturity. The goal is to enable our customers to become successful and enthusiastic Freshworks champions. Our Senior Customer Success Managers have a key role internally as well - Armed with key customer insight and knowledge, a Senior Customer Success Manager works with the sales, product, engineering, support, and marketing teams to bring the voice of customers inside Freshworks.Build and foster strong relationships with your portfolio of managing our Mid-Market & Enterprise segments customers to minimize churn and contraction and drive expansion by partnering with our customer's technical and business executive leadership team by proactively guiding customers' technical adoption journey and enabling them to deliver innovation and demonstrable business value to their end business users.Work with the Account Manager to manage all aspects of the account including defining account penetration, engagement, renewal and growth strategy.Proactively analyze customer’s product usage data and take necessary actions to mitigate risk, improve product adoption, business value outcomes and reduce churn. Our Senior Customer Success Managers ensure successful renewal.Partner with customer-facing account teams and executives (Sales, Renewals, Advocacy, Professional Services, Product, Engineering, and partners) on overall platform success, to accelerate customer's time-to-value journey and to protect recurring renewal revenue and expand customer NRR (Net Retention Rate)Develop and apply domain/technical knowledge of the Freshworks platform, our best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer's success plan.Act as the customer's first point of contact and liaison between customer and internal teams. Handle complaints, problems and escalations in timely, and effective mannerFacilitate, organize and lead regular customer meetings, product feedback sessions, quarterly business reviewsTravel as needed.