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 software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). 

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. 

Freshworks is looking for an exceptional addition to our Customer Success Team in Miami. Being a customer champion is part of our culture and a guideline for anything we do. Our Customer Success team plays a central role in this effort and is the primary driver to retain and develop our existing customers. 

As a Senior Customer Success Manager, you will act as a strategic consultant and trusted advisor to our Top Tier customers. You dedicatedly engage with key partners and help them use the Freshworks platform fully. The foundation for this engagement is a precise understanding of our solution as well as in-depth knowledge of the client's business and industry trends. 

Responsibilities: 

• Work along with a pre-defined group of our largest and most important customers. Establishing connections to partners ranging from support agents to the C-suite
• Engage with customers in a dedicated and regular manner (e.g. executive business reviews, roadmap presentations, and product training)
• Understand and document customers' organization, needs, goals, and challenges
• Educate and train customers on the best ways to use our products and new features. Build success plans to follow data-driven approaches and measure progress based on KPIs
• Analyze product usage data proactively to take necessary actions to improve product adoption and reduce churn
• Conduct diagnostics and identify gaps in the customer's product setup and processes. Evangelize and guide customers to implement improvements 
• Develop creative solutions in collaboration with technical experts in case the standard feature set is not sufficient to meet customer needs 
• Work together with your Account Manager to discover opportunities for growth and drive net expansion
• Promote awareness of Freshworks' latest innovations and motivate customers to become references, participate in events, and contribute to case studies
• Win customers for our 'voice of customers' initiatives to influence our product strategy and give access to produce resources
• Find new and creative ways to create "moments of wow" for our customers

• This role is to cover the LATAM region
• At least 5+ years of Customer Success or related experience in a B2B environment working with mid-market and enterprise-level customers
• Experience in presenting a technology suite of products within an existing portfolio of accounts as well as consulting and translating customer business and technology needs into technology solutions
• Fluent in Spanish and English (business level) 
• Ability to communicate clearly and with empathy to become a trusted advisor for our clients at each level of the organization
• Ability to collaborate effectively with internal teams (e.g., sales, marketing, product, support)
• High degree of curiosity to discover and understand the client's needs while keeping a professional attitude
• Ability to combine an analytical mindset with a can-do attitude to identify root causes and develop adequate solutions quickly 
• Ability to manage multiple projects at ease and can quickly switch contexts from technical to business topics, or from agent to C-level

All your information will be kept confidential according to EEO guidelines.

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.