Scaled Customer Success Manager
Scaled Customer Success Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
We are looking for an experienced Customer Success Manager (CSM) to join our Customer Success team in London. This Individual Contributor role will focus on scaling customer engagement ensuring value realization and driving adoption across a book of business of up to 150 customers.
As a CSM you will own customer relationships proactively engaging with both high-touch (1:1) and tech-touch (1:Many) approaches. You will work with a mix of mid-market and enterprise customers ensuring they maximize their use of Freshworks solutions to achieve their business objectives.
Responsibilities:
Customer Ownership & Engagement: Serve as the primary point of contact for your portfolio developing strong relationships and ensuring a seamless customer experience.
Hybrid Engagement Model: Utilize a blend of 1:1 (high-touch) and 1:Many (tech-touch) strategies to engage and support customers at scale.
Success Planning & Adoption: Develop and execute success plans to drive product adoption usage and business value.
Account Expansion & Renewal Support: Partner with Account Managers to identify expansion opportunities and ensure timely renewals.
Customer Advocacy & Enablement: Identify customer success stories and turn them into advocates through case studies references and webinars.
Proactive Communication & Value Delivery: Conduct regular check-ins business reviews and webinars to educate and inform customers.
Scalable Programs & Digital Success: Leverage automation community engagement and digital resources to support customers efficiently.
Cross-functional collaboration: Work closely with Sales Professional Services Support and Product teams to address customer needs and drive continuous improvement.
Voice of the Customer: Capture and share customer insights to inform product development and go-to-market strategies.
Qualifications :
Preferred Experience:
3-5 years of Customer Success or a related role in a B2B SaaS environment.
Experience managing a scaled book of business balancing 1:1 and 1:Many engagements.
Strong business acumen with the ability to align Freshworks solutions to customer goals.
Proven success in driving product adoption and retention within mid-market or enterprise customers.
Ability to influence and engage executive stakeholders (C-level SVP-level).
Proficiency in using technology to automate customer engagement and manage success programs at scale.
Excellent presentation communication and relationship-building skills.
Passion for delivering customer value with a proactive and strategic mindset.
Experience across multiple industries such as retail financial services public sector and technology is a plus.
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 1000 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.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
