Company DescriptionFreshworks 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 designed software for the end-user. More than 50,000 companies -- from startups to public companies -- worldwide use Freshworks software-as-a-service to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM).Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.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).Job DescriptionFreshworks is looking for an exceptional addition to our LATAM Customer Success Team. 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-suiteEngage 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 challengesEducate 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 KPIsAnalyze product usage data proactively to take necessary actions to improve product adoption and reduce churnConduct diagnostics and identify gaps in the customer's product setup and processes. Evangelize and guide customers to implement improvementsDevelop 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 expansionPromote awareness of Freshworks' latest innovations and motivate customers to become references, participate in events, and contribute to case studiesWin customers for our 'voice of customers' initiatives to influence our product strategy and give access to produce resourcesFind new and creative ways to create "moments of wow" for our customersQualificationsThis role is to cover the LATAM regionAt least 5 years of Customer Success or related experience in a B2B environment working with mid-market and enterprise-level customersExperience 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 solutionsFluent 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 organizationAbility 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 attitudeAbility to combine an analytical mindset with a can-do attitude to identify root causes and develop adequate solutions quicklyAbility to manage multiple projects at ease and can quickly switch contexts from technical to business topics, or from agent to C-levelAdditional InformationAll 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.