Senior Customer Success Manager

📋 Description

• • Own the entire customer journey for a portfolio of mid-market and enterprise accounts across EMEA, acting as the single-threaded owner and strategic partner who ensures every stakeholder—from end-users to C-suite executives—realises measurable value from the Freshworks platform.
• • Translate customer business objectives into detailed success plans that map Freshworks capabilities to revenue growth, cost reduction, risk mitigation and employee-experience improvements; revisit and refine these plans quarterly with data-driven scorecards and ROI models.
• • Co-create multi-year account strategies with Account Managers, identifying whitespace for cross-sell and upsell of Freshservice, Freshdesk, Freshsales and other Freshworks products; own the execution of adoption campaigns that turn pipeline into ARR while protecting gross retention.
• • Orchestrate 360-degree support by aligning Professional Services, Global Support, Channel Partners and Executive Sponsors around each customer’s critical events—launches, migrations, expansions and escalations—so that every interaction feels seamless and on-brand.
• • Establish yourself as a trusted advisor who can walk into a boardroom and discuss ITSM best practices, digital transformation roadmaps, AI/ML use cases and change-management tactics; use these conversations to uncover new pain points and position Freshworks as the platform of choice.
• • Drive product adoption through tailored enablement: design and deliver role-based training, craft in-app guidance, run executive workshops and build customer-specific ROI calculators that quantify the impact of automation, self-service and analytics on their KPIs.
• • Build a thriving advocacy program by identifying delighted customers and converting them into reference champions who participate in Gartner peer reviews, case studies, webinars, regional user groups and co-marketing events—turning success stories into pipeline accelerators.
• • Introduce new products and features at the right moment in the customer lifecycle—leveraging usage telemetry, NPS feedback and industry trends—so that each release becomes an expansion opportunity rather than a support burden.
• • Champion the “Voice of the Customer” inside Freshworks: synthesise field insights into actionable feedback for Product Management, escalate friction points to Engineering, and brief the EMEA leadership team on retention risk and expansion potential across your book.
• • Mentor junior CSMs and share winning plays across the global CS organisation; contribute to the continuous improvement of our health-scoring methodology, QBR templates and digital-touch campaigns so that every customer benefits from best-in-class engagement.