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.
See more jobs at Freshworks