Senior Customer Success Manager at FreshBooks

London, England, United Kingdom

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Software, SaaS, Customer ExperienceIndustries

Requirements

At least 5+ years of Customer Success or related experience in a B2B environment working with mid-market and enterprise-level customers
Background as a Solution Engineer, Solution Architect or similar consultative role is a plus
Experience in presenting technology suite of products within an existing portfolio of accounts
Experience in consulting and translating customer business and technology needs into technology solutions
Experience in proactively growing customer relationships

Responsibilities

Own the customer as the primary point of contact, demonstrate value and drive Freshworks adoption to achieve business goals
Work closely with the Account Manager to develop Account Plans for your customers which will be the roadmap for account expansion
Partner with the Account Manager to help ensure expansion opportunities are identified and closed successfully
Work closely with professional services, support and partners to deliver seamless 360-degree support to meet customer needs
Be consultative and build in-depth relationships and a complete understanding of their business goals and objectives
Build credibility, and relationships, and influence C-level stakeholders by advocating our ‘Customers for Life’ philosophy
Be passionate about the products, understand the outcomes the Freshworks product and its features deliver to customer's goals; be able to quantify impact with a value assessment framework and ROI models
Provide coaching and education to improve adoption of the Freshworks product
Identify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars and blogs
Introduce and implement new products and features to your customers based on needs that you have uncovered in your conversations
Collaborate with internal stakeholders (Engineering, Product, Sales, Support, and Execs) to complete customer goals, be the “Voice of the Customer” to provide visibility and/or escalations, and maintain strong reference ability across your book of customers

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementSaaSCustomer RetentionStrategic ConsultingMid-MarketEnterpriseCXEX

Questions & Answers

Common questions about this position

Is this role remote or on-site?

The position is on-site.

What is the salary range for this Senior Customer Success Manager position?

This information is not specified in the job description.

What are the key responsibilities of a Senior Customer Success Manager at Freshworks?

Key responsibilities include owning the customer as the primary point of contact, developing Account Plans with the Account Manager, partnering to ensure expansion opportunities, providing 360-degree support, building C-level relationships, and coaching on product adoption.

What is the company culture like at Freshworks?

Freshworks emphasizes a people-first approach, being customer champions as part of the culture, and a 'Customers for Life' philosophy, with the Customer Success team playing a central role in retaining and developing customers.

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

Strong candidates act as strategic consultants and trusted advisors, possess in-depth knowledge of the Freshworks platform and client industries, build C-level relationships, and demonstrate passion for quantifying product impact through ROI models.

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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