Specialist - Customer Success (Mid Tier)

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.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks' customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

As a Specialist in Customer Success, you will be a key driver of long-term value for our customers. You will proactively engage with a portfolio of clients to provide strategic and tactical guidance, ensuring they maximize the value they get from the Freshworks suite of products. Your primary goal is to build strong relationships, become a trusted advisor, and ensure our customers achieve their business objectives, leading to higher product adoption and retention.

This role is ideal for a customer-centric individual with a talent for problem-solving and a passion for technology, who thrives on helping others succeed.

Roles & Responsibilities

1. Proactive Customer Engagement & Relationship Management:

• Proactively engage with customers based on defined engagement models, with a focus on building long-term partnerships. (Experience in the enterprise segment is a plus).
• Establish and nurture relationships with key customer stakeholders, mapping out organizational structures to build a comprehensive relationship management program.
• Act as the primary point of contact and a trusted advisor for your customer portfolio.

2. 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, ensuring the best product fit.

3. 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 them to gain efficiency and effectiveness.
• Promote awareness of the latest product innovations and features to drive excitement and continuous value.

4. Internal Collaboration & Program Execution:

• Work closely with internal cross-functional teams (Product, Sales, Pre-Sales, Marketing, Support) to ensure customer issues are resolved and solutions are effectively implemented.
• Collaborate with Program Managers to use data-driven insights to run focused and result-oriented customer engagement programs.
• Implement and support Freshworks' compliance and information security processes.

Qualifications & Experience

• 4-7 years of experience in a customer-facing role such as Customer Success, Account Management, or Consulting.
• A proven track record of establishing yourself as a strategic trusted advisor to clients.
• Bachelor's Degree is mandatory.
• Must be willing to work from the office 5 days a week in the specified shift.

Skills Inventory

Customer Management & Strategy:

• Relationship Building: Ability to build and maintain strong, long-lasting customer relationships.
• Strategic Thinking: Skill in understanding customer business goals and aligning them with product capabilities.
• Trusted Advisor: Proven ability to provide strategic guidance and gain customer trust.
• Stakeholder Mapping: Experience in identifying and engaging with key decision-makers and influencers within a customer's organization.

Technical & Product Acumen:

• Deep Product Knowledge: A demonstrated ability to quickly learn and master a complex suite of software products.
• Solutioning: Skill in analyzing customer use cases and designing effective solutions using product features.
• Product Demonstrations: Ability to confidently and effectively showcase product functionality.

Communication & Interpersonal:

• Presentation Skills: Very strong written and verbal communication and presentation skills are essential.
• Articulating Complexity: Must be able to take complex technical and business concepts and articulate them clearly to audiences with varying levels of understanding.
• Reporting: Ability to report on and share a client's status at timely and predefined intervals.

Personal Attributes:

• Proactive & Self-Starting: A self-starter who can take ownership of the ongoing success of both large and small clients.
• Ownership: A strong sense of accountability for key metrics like adoption and retention.
• Tool Proficiency: Experience using customer management tools (e.g., CRM, Customer Success Platforms).

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.