Customer Success Manager at FreshBooks

San Mateo, California, 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
Capability to partner with customer-facing teams (Sales, Renewals, Advocacy, Professional Services, Product, Engineering, partners)
Domain/technical knowledge of Freshworks platform, best practices, and customer insights to remove blockers and lead resources
Skills 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
Willingness to work hybrid on-site in San Mateo, CA (3 days/week, Tuesday-Thursday)

Responsibilities

Manage and grow largest accounts in Mid-Market & Enterprise segments
Consult on Customer Support/Experience (CX) and Employee Experience (EX) solutions from Freshworks SaaS suite
Drive customer retention, minimize churn/contraction risk, increase product adoption, and identify expansion opportunities
Demonstrate Freshworks value in business discussions and engage customers at lifecycle points with tailored experiences and recommendations
Enable customers to become successful Freshworks champions
Collaborate with internal teams (sales, product, engineering, support, marketing) to bring customer voice inside Freshworks
Proactively guide customers' technical adoption journey to deliver innovation and business value
Work with Account Manager on all account aspects, including renewal and growth strategy
Analyze product usage data, take actions to mitigate risk, improve outcomes, and ensure successful renewals
Accelerate customer's time-to-value, protect recurring revenue, and expand Net Retention Rate (NRR)
Act as liaison between customer and internal teams, handling escalations timely
Lead regular customer meetings and facilitate product feedback

Skills

Key technologies and capabilities for this role

Customer SuccessSaaSAccount ManagementCustomer RetentionChurn ReductionProduct AdoptionCustomer LifecycleCXEX

Questions & Answers

Common questions about this position

Is this Customer Success Manager role remote or on-site?

This is a hybrid role based in San Mateo, CA, 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, ensuring retention, minimizing churn, driving product adoption and expansion, building customer relationships, and collaborating with internal teams like sales, product, engineering, support, and marketing.

What skills are needed for this Customer Success Manager position?

Key skills include building and fostering 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 with a fresh vision for real impact.

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

Strong candidates excel at managing large Mid-Market and Enterprise accounts, driving customer retention and expansion, guiding technical adoption, and partnering with executive leadership to deliver business value while bringing customer insights internally.

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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