Senior Customer Success Manager

About the role

Freshworks is looking for an experienced professional to manage and grow our mid-market and enterprise client base in Germany. You will serve as a strategic advisor, helping organizations maximize the value of our software while driving long-term retention.

Key facts

What you'll do

• Manage the full post-sale lifecycle for your assigned accounts, creating success plans and tracking key deliverables.
• Collaborate with Strategic Account Managers to build and execute account roadmaps that drive expansion.
• Coordinate with support, professional services, and internal partners to ensure clients receive comprehensive assistance.
• Build relationships with C-level stakeholders to advocate for their needs and align our software with their business objectives.
• Quantify the impact of our products using ROI models and value assessment frameworks.
• Lead product education and coaching sessions to increase platform adoption.
• Proactively identify and mitigate account risks while developing strategies to resolve issues.
• Convert satisfied clients into brand advocates for case studies, webinars, and reference calls.
• Act as the internal voice of the customer, providing feedback to our engineering and product teams.

Requirements

• Minimum 7 years of experience in Customer Success or a related B2B field, specifically working with mid-market and enterprise clients.
• Native-level proficiency in German and professional fluency in English.
• Proven track record of managing a book of business that includes significant growth in new opportunities.
• Experience presenting technology solutions to C-suite executives, including CTOs and CIOs.
• Ability to conduct executive business reviews and lead high-level presentations.
• Experience driving organizational change within complex environments.
• High level of comfort demonstrating product functionality and business use cases.
• Ability to work effectively within a fast-paced, global team structure.

Nice to have

• Background as a Solution Architect, Solution Engineer, or similar consultative role.
• Experience across specific verticals such as financial services, retail, public sector, travel, or publishing.

Skills & tools

• Strategic account planning
• ROI analysis and value assessment
• Executive-level communication and presentation
• Product adoption and education strategies
• Risk management and resolution

Practical notes

• The Berlin office follows a hybrid schedule: office attendance is required on Monday, Wednesday, and Thursday, with remote work on Tuesday and Friday.
• Candidates may also opt for 100% remote work from any location in Germany.