Specialist - Customer Success

About the role

You will serve as a primary point of contact for clients, offering strategic guidance to maximize the value they receive from the Freshworks product suite. This role focuses on driving product adoption and ensuring long-term customer retention through proactive engagement and relationship management.

Key facts

What you'll do

• Follow established engagement models to interact with customers based on their specific segments.
• Map out and document business workflows and use cases for large-scale clients.
• Conduct product demonstrations and design solutions that align with customer business needs.
• Build and maintain relationships with key stakeholders at client organizations.
• Analyze how clients utilize their software investments to improve operational efficiency.
• Communicate upcoming product innovations and feature releases to the client base.
• Collaborate with internal departments including product, sales, marketing, and support to resolve client issues.
• Partner with the Program Manager to utilize data-driven insights for targeted engagement programs.
• Ensure all activities comply with company information security and operational standards.

Requirements

• Proven history of acting as a trusted advisor to clients.
• Ability to explain complex vendor and client concepts to diverse audiences.
• Excellent verbal and written communication skills.
• Self-motivated mindset with the ability to manage the success of both large and small accounts independently.
• Ability to provide consistent, scheduled reporting on client status.
• Bachelor degree in Computer Science combined with business education is preferred.

Skills & tools

• Proficiency in SaaS metrics.
• Experience with customer management software (Natero training will be provided).
• Deep knowledge of all Freshworks product lines.

Practical notes

Freshworks is an equal opportunity employer that values diversity across all backgrounds, genders, sexual orientations, religions, and ethnicities. The company maintains a commitment to inclusive hiring practices to support its global workforce of over 4,500 employees.