Senior Manager - Customer Success (Technical Team)

Device42 a Freshworks company is seeking a dynamic and strategic Sr. Manager Customer Success Engineering to lead our team of high-performing post-sales technical professionals. This individual will be responsible for driving customer outcomes implementation success and technical product adoption through a culture of transparency accountability and value-focused engagement.

This role is perfect for a people-first leader who thrives in a collaborative customer-obsessed environment and believes in empowering teams to make informed data-driven decisions.

This role requires a strong leader with deep technical knowledge exceptional communication skills and the ability to drive customer success technical initiatives and programs. The ideal candidate will have experience in customer-facing technical roles and a proven track record of leading high-performing teams.

What You Will Do:

• Hire lead mentor and develop a team of technical Customer Success Engineers ensuring alignment with company objectives and customer needs
• Drive customer success strategies that improve product adoption customer satisfaction and retention
• Act as a technical escalation point for complex customer issues working closely with support engineering and product teams to resolve challenges
• Establish and refine best practices playbooks and processes to enhance the customer experience and operational efficiency
• Collaborate with Sales Product and Engineering teams to provide customer insights that influence product roadmap and feature development
• Develop and maintain key customer technical relationships ensuring a proactive approach to their technical needs and business objectives
• Monitor key performance indicators (KPIs) to measure team success and identify opportunities for improvement
• Foster a culture of continuous learning technical excellence and customer-centric thinking within the team

Qualifications :

• 6 years of experience in customer success technical account management or related roles within a technical environment.
• 3 years of leadership or managerial experience leading technical teams.
• Strong background in IT Asset Management IT Service Management cloud technologies or related technical fields 
• Exceptional problem-solving skills with the ability to manage complex customer environments and technical challenges
• Excellent interpersonal and communication skills with the ability to translate technical concepts for various stakeholders
• Experience working with enterprise customers in a customer success or post-sales role
• Proven ability to drive customer engagement retention and satisfaction through strategic initiatives
• Strong analytical mindset with experience in using customer success platforms and CRM tools (e.g. ChurnZero Salesforce Freshworks)

Why Join Us

• Be part of a cutting-edge technology company with a strong customer-centric culture
• Work with a highly skilled technical team and collaborate across multiple departments
• Competitive salary benefits and opportunities for professional growth
• If you are passionate about leading technical teams and ensuring customer success through strategic engagement and innovation we want to hear from you!

Additional Information :

The annual base salary range for this position is $ 186300 - 267835 USD 

Compensation is based on a variety of factors including but not limited to location experience job-related skills and level. Bonus/equity may be available.

Freshworks offers multiple options for dental medical vision disability and life insurances. Equity ESPP flexible PTO flexible spending commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

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.

Remote Work :

Yes

Employment Type :

Full-time