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Freshworks is seeking a Customer Success Specialist to drive long-term value for their customer base. In this role, you will proactively engage with a portfolio of clients to provide strategic and tactical guidance, ensuring they maximize value from the Freshworks suite of products. You will build strong relationships, act as a trusted advisor, and help customers achieve their business objectives, leading to higher product adoption and retention.
Key Responsibilities:
Proactive Customer Engagement & Relationship Management: Proactively engage with customers based on defined engagement models, with a focus on building long-term partnerships (enterprise segment experience is a plus). Establish and nurture relationships with key customer stakeholders, mapping organizational structures to build comprehensive relationship management programs. Act as the primary point of contact and trusted advisor for your customer portfolio.
Product Expertise & Solutioning: Develop and maintain deep product knowledge across all Freshworks product lines. Understand and document customers' business flows and use cases to provide tailored solutions. Conduct effective product demonstrations and design solutions that address specific business needs.
Value Realization & Adoption: Own two key metrics—increasing product adoption and ensuring customer retention. Evaluate how customers are using their Freshworks investment and identify opportunities for efficiency and effectiveness gains. Promote awareness of latest product innovations and features.
Internal Collaboration & Program Execution: Work closely with cross-functional teams (Product, Sales, Pre-Sales, Marketing, Support) to resolve customer issues and implement solutions effectively. Collaborate with Program Managers using data-driven insights to run focused customer engagement programs. Implement and support Freshworks' compliance and information security processes.
This role is ideal for a customer-centric individual with strong problem-solving skills and a passion for technology who thrives on helping others succeed.
Requirements:
- 4–7 years of experience in a customer-facing role such as Customer Success, Account Management, or Consulting
- Proven track record of establishing yourself as a strategic trusted advisor to clients
- Bachelor's Degree (mandatory)
- Strong relationship-building and strategic thinking abilities
- Deep product knowledge and ability to quickly master complex software suites
- Excellent solutioning and product demonstration skills
- Very strong written and verbal communication and presentation skills
- Ability to articulate complex technical and business concepts clearly to diverse audiences
- Proactive, self-starting approach with strong sense of ownership and accountability
- Experience with customer management tools (CRM, Customer Success Platforms)
- Work from office 5 days a week from Bengaluru location
