Specialist - Customer Success

About the role

The Customer Success team at Freshworks proactively engages customers to deliver strategic and tactical guidance, ensuring maximum value from the Freshworks suite of CX and EX products. As a Customer Success Manager, you will drive product adoption, build strong relationships, and secure long-term retention for a portfolio of Mid-Market and Enterprise clients. The role is based in Chennai, India.

What you’ll do

• 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
• Engage proactively with customers using the established segment-based engagement mode and run QBRs / MBRs / EBRs
• Understand and document customer business flows (especially for large/Enterprise accounts) and maintain a deep understanding of their business use cases
• Maintain deep knowledge of all Freshworks product lines and deliver tailored product demos and architect solutions using the best product-fit
• Align with key customer stakeholders to establish a strong customer relationship management program (stakeholder mapping)
• Evaluate how customers manage their Freshworks product suite investment and identify efficiency and effectiveness gains across their processes and tools

What you’ll bring

• Exceptional written and verbal presentation/communication skills (Essential)
• Ability to articulate complex technical or vendor concepts to audiences of varying technical levels
• Proven track record of establishing yourself as a strategic trusted advisor to clients
• Self-starter who can independently own ongoing customer success for both large and small clients
• Ability to track, report, and share client health status at timely, pre-defined intervals
• Experience in SaaS Customer Success (preferred)

Skills