Customer Success Manager at FreshBooks

Bellevue, Washington, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Software, SaaS, Customer ExperienceIndustries

Requirements

Ability to build and foster strong relationships with Mid-Market & Enterprise customers' technical and business executive leadership teams
Experience partnering with Account Managers to manage account penetration, engagement, renewal, and growth strategy
Proficiency in proactively analyzing customer product usage data to mitigate risk, improve adoption, business value, and reduce churn
Skills in partnering with customer-facing teams (Sales, Renewals, Advocacy, Professional Services, Product, Engineering, partners) to accelerate time-to-value and expand NRR
Domain/technical knowledge of Freshworks platform, best practices, and customer insights to remove blockers and lead resources
Capability to act as customer's first point of contact and liaison, handling complaints, problems, and escalations effectively
Ability to facilitate, organize, and lead regular customer meetings and product feedback sessions
Availability for hybrid role in Bellevue, WA with in-office presence three days per week (Tuesday-Thursday)

Responsibilities

Manage and grow largest accounts by consulting on CX and EX solutions from Freshworks SaaS suite
Drive retention, minimize churn/contraction risk, promote product adoption, and identify expansion opportunities in collaboration with Sales
Demonstrate Freshworks value in business discussions, engaging customers at lifecycle points with tailored experiences and recommendations
Enable customers to become successful Freshworks champions
Provide internal customer insights to sales, product, engineering, support, and marketing teams as voice of the customer
Proactively guide customers' technical adoption journey to deliver innovation and business value
Ensure successful renewals and protect recurring revenue
Develop and apply platform knowledge to support customer success plans
Handle escalations and serve as liaison between customer and internal teams

Skills

Key technologies and capabilities for this role

Customer SuccessSaaSCustomer RetentionChurn ManagementProduct AdoptionAccount ManagementCXEXCustomer Lifecycle

Questions & Answers

Common questions about this position

Is this role remote or on-site?

This is a hybrid role based in Bellevue, WA, requiring an in-office presence three days per week (Tuesday - Thursday).

What are the main responsibilities of the Customer Success Manager?

The role involves managing and growing large accounts, focusing on retention, minimizing churn, driving product adoption, identifying expansion opportunities, and collaborating with sales, product, engineering, support, and marketing teams.

What skills are needed for this Customer Success Manager position?

Key skills include building strong relationships with Mid-Market & Enterprise customers, proactively guiding technical adoption, partnering with customer's technical and business executive leadership, and demonstrating business value.

What is the company culture like at Freshworks?

Freshworks emphasizes a people-first approach to AI, uncomplicated service software for exceptional customer and employee experiences, and collaboration across sales, product, engineering, support, and marketing teams to bring the voice of the customer inside.

What makes a strong candidate for this Customer Success Manager role?

Strong candidates excel at managing large Mid-Market and Enterprise accounts, fostering executive relationships, driving adoption and expansion, and collaborating cross-functionally to turn customer insights into company impact.

FreshBooks

Cloud-based accounting software for businesses

About FreshBooks

FreshBooks provides cloud-based accounting software aimed at simplifying financial management for small to medium-sized businesses and self-employed professionals. The software allows users to efficiently track expenses, time, and invoices, making it accessible even for those without accounting experience. Users subscribe to the service with various pricing tiers, and they can take advantage of a 30-day money-back guarantee and an 80% discount for the first four months. FreshBooks stands out from competitors by offering a user-friendly interface and mobile accessibility, enabling users to manage their finances on the go. The company's goal is to help business owners and accountants streamline their financial processes, improve organization, and enhance client relationships.

Toronto, CanadaHeadquarters

2003Year Founded

$149.6MTotal Funding

DEBTCompany Stage

Consumer Software, FintechIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

401(k) Company Match

Stock Options

Unlimited Paid Time Off

Parental Leave

Home Office Stipend

Professional Development Budget

Risks

Increased competition from market leaders may impact FreshBooks' market share.

Dependency on Stripe's technology could pose risks if Stripe faces issues.

Economic downturns may threaten FreshBooks' subscription-based revenue model.

Differentiation

FreshBooks offers a user-friendly platform for non-accountants, simplifying financial management.

The company provides mobile-friendly solutions, catering to the rise of remote work.

FreshBooks' integration with Shopify enhances e-commerce capabilities for online businesses.

Upsides

FreshBooks' subscription model aligns with industry trends, boosting customer acquisition and retention.

The expansion of Stripe Connect features enhances FreshBooks Payments, improving payment processing.

AI-driven financial analytics tools can provide predictive insights, enhancing decision-making.

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