Sr. Manager - Customer Success D42 Freshworks

Boston, Massachusetts, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Software, Customer Experience, Employee ExperienceIndustries

Requirements

Candidates should possess 6-10 years of experience in Customer Success or related fields, with at least 2 years in people leadership. A proven history of meeting Gross Retention and Net Expansion targets, building and scaling CSM teams in SaaS or multi-product settings, and deep knowledge of customer engagement models, lifecycle management, and strategic account planning are essential. Exceptional communication, coaching, and collaboration skills, along with a growth mindset emphasizing transparency, accountability, excellence, and empathy, are required. Availability to travel is also necessary.

Responsibilities

The Sr. Manager of Customer Success Management will lead and mentor a team of CSM leaders and individual contributors to foster a high-performance culture. This role involves owning strategies for churn prevention and revenue expansion through proactive account management and value communication. Responsibilities include acting as a sponsor for key accounts, building trust with customer stakeholders, and aligning solutions with their strategic goals. The manager will also lead cross-functional initiatives to enhance CSM workflows, improve the customer lifecycle, and standardize engagement models. Providing clear reporting and insights to senior leadership on key risks and customer feedback is also a key duty.

Skills

Customer Success Management

Team Leadership

Customer Retention

Customer Expansion

Data-Driven Decision Making

Mentoring

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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