Specialist - Customer Success

About the role

Freshworks is looking for a dedicated Specialist in Customer Success to join their growing team in Chennai. This role is centered on making sure that customers who use Freshworks products reach their goals and get the most value out of every feature available. The Specialist will take an active role in understanding each customer's unique objectives, tracking how they engage with the platform, and offering guidance that helps them succeed over the long term. By building trusted relationships and acting as a strategic partner, this position plays a key part in keeping customers satisfied and committed to the Freshworks ecosystem.

Key facts

What you'll do

• Guide customers through the onboarding process to ensure smooth and effective adoption of Freshworks products and features.
• Monitor customer health metrics and product usage patterns to identify potential risks or concerns at an early stage.
• Serve as the primary point of contact for assigned customer accounts on all product-related questions and matters.
• Conduct regular check-in meetings with customers to understand their evolving needs, expectations, and business priorities.
• Develop tailored customer success plans that align Freshworks platform capabilities with each customer's specific business goals.
• Collaborate closely with internal teams including support, sales, and product to resolve customer issues and deliver solutions.
• Create and deliver training sessions and educational materials to help customers maximize the value of the platform.
• Track and report on customer satisfaction scores, renewal timelines, and key account milestones for management review.
• Identify opportunities for product expansion, feature adoption, or upsell within existing customer accounts through proactive engagement.
• Document and share customer feedback, feature requests, and insights with the product and engineering teams.
• Manage a portfolio of customer accounts to maintain strong, lasting relationships and drive ongoing engagement.
• Coordinate renewal processes and ensure clear, timely communication with all relevant stakeholders before contract expiration.

Requirements

• Bachelor's degree in business administration, communications, or a closely related field is required for this position.
• A minimum of two years of professional experience in customer success, account management, or a similar role.
• Strong written and verbal communication skills with the ability to explain technical product details in simple terms.
• Demonstrated experience working with SaaS products and a solid understanding of subscription-based business models and practices.
• The ability to manage multiple customer accounts at the same time while maintaining a high level of accuracy.
• Proficiency in using customer relationship management tools and customer engagement platforms for daily account management tasks.
• A proven track record of building and maintaining professional relationships across different levels of an organization.
• Comfort with analyzing data and generating reports to monitor account health, usage trends, and overall customer outcomes.

Nice to have

• Prior experience working in the IT services or enterprise software industry is a strong advantage.
• Familiarity with Freshworks products such as Freshdesk, Freshservice, or Freshsales is highly valued for this role.
• A certification in customer success management or a related professional discipline demonstrates relevant expertise.
• Experience providing multilingual customer support in a global and culturally diverse market setting is beneficial.
• Knowledge of customer success frameworks and established best practices for retention, expansion, and customer growth.

Skills & tools

• Customer relationship management platforms and structured account management methodologies for organizing daily workflows.
• Data analysis and reporting tools used to track customer health scores, engagement levels, and retention trends.
• Presentation and training delivery skills for conducting customer education sessions and product workshops effectively.
• Project management tools and techniques for coordinating cross-functional initiatives across multiple customer accounts.
• Communication platforms and collaboration software for maintaining regular and consistent contact with assigned accounts.
• Understanding of key SaaS metrics including Net Promoter Score, churn rate, expansion revenue, and customer lifetime value.

Practical notes

• This is a full-time position based in the Chennai office of Freshworks, India.
• The role requires regular interaction with customers across different time zones and regions.
• Candidates should be prepared to work within a fast-paced, team-oriented, and collaborative work environment.
• Freshworks places a strong emphasis on empathy, accountability, and maintaining a customer-first approach in all interactions.
• The Chennai team operates in a dynamic setting with opportunities for cross-department collaboration and learning.
• Employees are encouraged to pursue ongoing professional development and growth opportunities within the organization.

About the company

Freshworks provides business software for customer support, IT service management, CRM, and marketing automation. Founded by Girish Mathrubootham and Shan Krishnasamy in Chennai, India in 2010, Freshworks went public on NASDAQ in September 2021.