Strategic Customer Success Manager

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.

Device42 was recently acquired by Freshworks in June 2024. Device42 offers a powerful, real-time view of an organization's IT infrastructure, ensuring a comprehensive understanding of all assets. With the integration of Freshservice and Device42, Freshworks now provides a more robust IT solution, featuring enhanced IT Asset Management (ITAM) capabilities. This combined offering allows us to deliver even greater value to our customers, streamlining their IT management and optimizing business performance.

As an Individual Contributor, a Strategic Customer Success Manager at Device42 works with and enables our largest and most strategic customers to help them realise the business value obtained through our software. You will combine technology expertise, process discipline, and passion for customer success to drive our customers’ and company’s expected outcomes.

We are looking for a unique individual to build trusted advisor relationships with our customers, help customers at all levels understand the value of our solution, and show them how they can be successful leveraging Device42 across their Hybrid IT needs. This person will partner closely with our sales, marketing, and product teams to manage successful customer engagements and outcomes.

What You’ll Do:

1. Continuously look for ways to delight your customers, drive satisfaction and help our customers achieve their desired outcomes.
2. Use your strong consultative skills to uncover our customer's stated and unstated business needs and goals, leveraging Device42 to meet those needs.
3. Champion and advocate for the customer at every turn – working cross-functionally within Device42 to ensure the needs of the customer are met.
4. Evangelize Device42 across your accounts, extending our relationships in the business and actively pursuing connections across peer and executive levels.
5. Actively and effectively manage your customers through each stage of their lifecycle journey, driving high NPS levels.
6. Execute and lead Executive Business Reviews (EBRs) both remotely and onsite (when appropriate) to demonstrate ongoing product and solution value, review roadmap features, and ensure alignment with your customers' business goals and strategy.
7. Drive retention and growth among our most valuable customers by managing the customer journey, removing blockers, and resolving any issues that might put renewals at risk.
8. Accurately report key customer metrics including adoption, production status, and risk to ensure executive-level visibility into customer health.
9. Identify upsell and expansion opportunities to further drive value within your accounts, working closely with sales as appropriate.

Qualifications

What You Have:

1. 7+ years of experience in Customer Success with experience in multi cloud environments or IT infrastructure.
2. Ability to quickly understand use cases and business drivers and effectively communicate with both technical and non-technical users.
3. A comfort with a higher volume of accounts (35-40) while supporting and prioritizing customers based on needs and driving value/ROI.
4. Ability to be a cross-functional partner- whether it be working with support to escalate customer issues, product and development to communicate customer request timelines, or sales to drive additional business to Device42.
5. Strong relationship building skills, having trust with multiple stakeholders and customer champions to expand usage as well as aide sales in renewals discussions as necessary.
6. Empathy for customers and passionate for revenue growth, with a deep understanding of value drivers in recurring revenue business models.
7. Strong written and verbal communication skills in English.

Additional Information

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

• Company funded Life & Long-Term Disability insurance.
• Pension scheme.
• Private Medical Insurance + Health Cash Plan.
• Learning & Reading budget of up to £1,000 per year.
• Fitness budget of up to £30 per month.
• Cycle to work Scheme.
• Company funded daily lunch when in office.
• 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.