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Principal Customer Success Manager- DACH

Freshworks

Freshworks

Customer Service, Sales & Business Development
Berlin, Germany
Posted on Friday, April 26, 2024

Company Description

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. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience ]CRM) and employee experience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

Freshworks has received numerous accolades including 2019 Startup of the Year form Economic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.

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 $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at www.Freshworks.com.

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 or 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, our communities and our business.

Job Description

Job locaton: Germany

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 Principal Customer Success Manager, you will act as a strategic consultant and trusted advisor to our Top Tier 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.

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 (executive) business reviews, roadmap presentations, and product training.

- Understand and document customers’ organisation, its needs, goals, and challenges.

- Educate and train customers on the best ways to use our products and new features. Build success plans to follow data-driven approaches and measure progress based on KPIs.

2. Retain customers

- Analyse product usage data proactively to 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 your Account Manager 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.

- Win customers for our ‘voice of customers’ initiatives to influence our product strategy and give access to product resources

- Find new and creative ways to create “moments of wow” for our customers.

Qualifications

  • This role is to cover the DACH region
  • You have strong experience as a Customer Success Manager for SaaS products. Experience in consulting or account management is a big plus.
  • You have experience in managing large/strategic accounts
  • You are fluent in German and English (business level)
  • Your engineering or IT product management background is advantageous.
  • You communicate clearly and with empathy to become a trusted advisor for our clients at each level of the organisation.
  • You collaborate effectively with different internal teams (e.g., sales, marketing, product, and support).
  • You enjoy learning about Freshworks’ products and their technical foundation.
  • You act with a high degree of curiosity to discover and understand the client’s needs while keeping a professional attitude.
  • You combine an analytical mindset with a can-do attitude and you can identify root causes and develop adequate solutions quickly.
  • You can manage multiple projects at ease and can quickly switch contexts from technical to business topics, or from agent to C-Level.

Additional Information

These are some benefits you can expect from us in return:

  • Company funded Life & Long-Term Disability insurance
  • Learning & Reading budget of up to €1,000 per year
  • Fitness budget of up to €30 per month
  • Free yoga classes twice a week
  • Fully stocked pantry with healthy fruits, snacks, gourmet coffee, and breakfast options
  • Company Funded Employee Assistance Program (EAP) for both you and your family
  • 25 days annual Paid-Time-Off (PTO)
  • 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.

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.