customer success manager London, England
Job description
Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering affordable, quick-to-implement, and design software for the end user. More than 60,000 companies - from startups to public companies - worldwide use Freshworks software-as-a-service (SaaS) to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM).
Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).
Customer Advocacy Strategy: Develop and execute a comprehensive customer advocacy strategy specific to the EU Market. Identify key customer segments, build strong relationships with key stakeholders at our top brands, understand their needs, and create initiatives to drive advocacy and loyalty. Own the Customer Stories pipeline for the EU and work with the content team to get compelling customer stories and assets published
Advocacy Programs: Develop and implement advocacy programs to amplify customer success stories, references, and testimonials. Identify opportunities to showcase the value and impact of Freshworks solutions through various channels, including case studies, webinars, events, press releases, and more.
Customer Content: Own the Customer Stories pipeline for EU and work with the content team to get compelling customer stories and assets published and distributed effectively internally and externally across the web, press, social media, sales force, etc.
Cross-functional Collaboration: Work closely with Sales, Marketing, Product, and other internal teams to align advocacy efforts with broader business goals. Collaborate on joint initiatives, such as customer events, product launches, press releases, and marketing campaigns, to drive customer advocacy and achieve company objectives.
Feedback Loop: Collaborate with the Product team to provide customer insights that shape product enhancements and feature prioritization.
Press/Analyst Relations: Collaborate with the Marketing, Comms, and AR teams to contribute to press and analyst coverages highlighting customer success stories, milestones, and impactful partnerships. Provide customer quotes, testimonials, and relevant data to strengthen Freshworks' brand positioning in the UK Market.
Measure & Report: Take ownership of the regional targets for customer advocacy and send monthly updates to key senior management stakeholders.
Bachelor's degree in Business, Marketing, or a related field- 5-7 years in customer advocacy, customer success, account management, or a similar role within the SaaS or technology industry
- Excellent relationship-building skills with the ability to interact with key stakeholders at all levels.
- Strong project management and organizational skills, with the ability to handle multiple priorities and meet deadlines.
- Be an innovative thinker, and creative problem solver and effectively manage multiple ongoing assignments in a fast-paced, fluid environment
- Exceptional written and verbal communication skills, including the ability to craft compelling customer stories and articulate complex concepts.
- Listening and persuasion skills
- A strong bias toward action with the ability to make decisions quickly amidst multiple stakeholders
- Self-motivated and proactive mindset, with the ability to work independently and drive results.
Additional Information
These are some benefits you can expect from us in return:
- Company funded Life & Long-Term Disability insurance
- Learning & Reading budget of up to £1.000 per year
- Fitness budget of up to £30 per month
- Free yoga classes twice a week
- Cycle to work Scheme
- Fully stocked pantry with healthy fruits, snacks, gourmet coffee, and breakfast options
- Company Funded Employee Assistance Program (EAP) for both you and your family
- 25 days annual Paid-Time-Off (PTO)
- Discounted Tax Support Services
At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.
