Manager Customer Success (Digital)
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Job Location:
Monthly Salary:
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
Responsibilities
- Lead and coach a team of CSMs managing a large SMB customer portfolio
- Drive product adoption retention renewals and expansions at scale
- Define and execute scalable engagement models (tech-touch / low-touch / high-touch)
- Understand customer workflows and document repeatable success playbooks
- Enable the team to deliver use-case driven demos and solutions
- Monitor product usage and customer health to identify risks and growth opportunities
- Act as an escalation point for customer issues renewals and churn risks
- Partner with Product Sales Pre-Sales Marketing Support to drive outcomes
- Promote new features and product innovations across the customer base
- Use data and CS tools (e.g. Natero) to improve engagement and adoption
- Own key metrics: Adoption Retention NRR Churn NPS/CSAT
- Ensure compliance with information security standards
Qualifications :
- Proven ability to act as a strategic trusted advisor
- Strong communication presentation and articulation skills
- Self-starter with the ability to manage diverse customer portfolios
- Ability to report and share customer status regularly
- Bachelors Degree in Computer Science or Business preferred
- 10 years of experience in Customer Success or SaaS customer-facing roles
- People management experience leading Customer Success teams
- Experience working in SMB or high-volume SaaS environments
Additional Information :
At Freshworks we have fostered an environment that enables everyone to find their true potential purpose and passion welcoming colleagues of all backgrounds genders sexual orientations religions and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant richer environment that boosts the goals of our employees communities and business. Fresh vision. Real impact. Come build it with us.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- User Interface
- Competitive Analysis
- New Technologies
- Business developments
- Communication
- Content Management System
- Market Research
- Internet
- Youtube
- Digital Assets
- Digital strategy
- Social Channels
- Digital Forensics
- A/B Testing
- Analytics
About Company
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, Freshwork ... View more
