Specialist - Customer Success (CX-NA)
Freshworks•4h ago
Bengaluru, inOnsiteFull-timeMid Level4+ yrs exp
Top focus
Customer Success ManagerCustomer Support
- Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done. There’s another option. Freshworks. With a fresh vision for how the world works. Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve
- deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global
- Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations. Fresh vision. Real impact. Come build it with us.
- The Customer Success team proactively engages with customers to provide strategic and tactical guidance, ensuring they derive maximum value from the Freshworks suite of products. As a Customer Success Manager, you will drive product adoption, build strong relationships
- secure long-term customer retention. IC2: Specialist - Customer Success Experience: 4–6 years of experience, preferably in SaaS Customer Success (as per standard role requirements). Impact You Will Create: Act as a strategic trusted advisor to a diverse portfolio of Mid-Market and Enterprise clients. Prevent churn and drive expansion opportunities by uncovering inefficiencies and recommending optimized workflows. Standardize best practices within the team and cross-functionally to improve the overall customer journey. Roles & Responsibilities (R&R) Customer Engagement: Engage proactively with customers using the established segment-based engagement model (Enterprise segment experience is a plus for IC2, mandatory for IC3). Use-Case Mapping: Understand and document customer business flows (especially for large/Enterprise accounts) and maintain a deep understanding of their business use cases. Product Expertise: Maintain deep knowledge of all Freshworks product lines. Ability to deliver tailored product demos and architect solutions using the best product-fit. Relationship Management: Align with key customer stakeholders to establish a strong customer relationship management program (stakeholder mapping). Value Optimization: Evaluate how customers manage their Freshworks product suite investment and identify efficiency and effectiveness gains across their processes and tools. Innovation & Advocacy: Promote awareness of the latest innovations and upcoming features/products in the Freshworks pipeline. Cross-Functional Collaboration: Partner with internal teams (Product, Sales, Pre-Sales, Marketing, Support, etc.) to ensure customer issues are resolved and solutions are delivered. Data-Driven Success: Work alongside Program Managers to derive data-driven insights and intelligence to run focused, result-oriented customer engagement programs. Key Metrics: Own and drive two primary business metrics: Product Adoption and Customer Retention . Compliance: Implement and support Freshworks compliance and information security processes.
- Skills & Competencies Communication: Exceptional written and verbal presentation/communication skills ( Essential ). Ability to articulate complex technical or vendor concepts to audiences of varying technical levels. Consultative Mindset: Proven track record of establishing yourself as a strategic trusted advisor to clients. Ownership: A self-starter who can independently own ongoing customer success for both large and small clients. Reporting: Ability to track, report
- share client health status at timely, pre-defined intervals. Tool Proficiency: Experience using standard customer management tools (e.g., Gainsight, Salesforce, Freshsuccess
- equivalents). Qualifications & Workplace Requirements Education: Minimum Graduation / Bachelor's Degree is mandatory. Work Setup: In-office role based on the allotted shift alignment.
- At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose
- passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions
- ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities
- business. Fresh vision. Real impact. Come build it with us.
Required skills
SaaSCustomer SuccessGainsightSalesforceFreshsuccess