Freshworks
About Freshworks & Role Overview
Freshworks builds uncomplicated, enterprise-grade software that delivers exceptional customer (CX) and employee (EX) experiences for over 72,000 companies globally.
Located in Bengaluru, India, the Customer Success Specialist proactively engages with clients to offer strategic and tactical guidance. This role focuses on driving product adoption, maximizing customer ROI across the Freshworks product suite, and increasing overall client retention.
Key Responsibilities & Deliverables
Customer Engagement & Relationship Management: Proactively engage with segmented client accounts, map key stakeholders, and build strategic, trusted-advisor relationships.
Product Adoption & Value Optimization: Showcase product demos, map customer business flows, identify efficiency gains, and promote awareness of new product features and innovations.
Metric Ownership: Own two core SaaS performance metrics: Product Adoption Growth and Customer Retention.
Cross-Functional Collaboration: Partner with internal Product, Sales, Pre-Sales, Support, and Marketing teams to resolve client issues and deliver custom solutions.
Data-Driven Programs: Utilize Customer Success tools (e.g., Natero) and SaaS metrics alongside Program Managers to run targeted, result-oriented customer engagement initiatives.
Compliance: Ensure strict adherence to Freshworks compliance and information security guidelines.
Qualifications & Skills
Experience & Background: Proven track record as a trusted advisor managing Customer Success for both small and enterprise clients.
Communication & Presentation: Strong written and verbal communication skills; ability to articulate complex SaaS concepts to audiences with varying technical levels.
Domain Knowledge: Deep understanding of SaaS metrics, business process workflows, and customer management platforms.
Education: Bachelor’s Degree in Computer Science, combined with Business Education (preferred).
Role Details
Location: Bengaluru, India
Employment Type: Full-time
To apply for this job please visit jobs.smartrecruiters.com.