Senior Customer Success Manager
Core
Strategic consultant and trusted advisor to mid-market and enterprise customers, driving retention, expansion, and product adoption.
Role type
Senior Customer Success Manager (Strategic Account)
Builds
Account expansion roadmaps, success plans, and 360-degree support ecosystems for enterprise clients.
Domain
B2B SaaS (Customer Experience, IT Service Management)
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Strategic account planning, C-level stakeholder management, ROI modeling, product adoption coaching, risk management, executive business reviews, cross-functional collaboration, consultative selling, relationship building.
Preferred skills
Solution Engineer or Solution Architect background, experience in retail/financial services/travel/public sector, managing a book of business with significant growth.
Technologies
Freshworks platform suite
Responsibilities
Define success plans with deliverables, develop account plans for expansion, partner with professional services/support for seamless delivery, advocate for customers to C-level stakeholders, identify and turn customers into advocates, introduce new features based on strategic needs, act as Voice of the Customer to internal teams, manage risks through proactive touchpoints.
Seniority
Senior, hands-on IC with leadership capabilities
