Associate - Process and Program Excellence

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). Freshworks' cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services. Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

We seek a skilled and dynamic individual to join our team as a Digital Customer Success Program Manager. In this role, you will be responsible for driving the success and satisfaction of our SMB customers by designing and implementing innovative digital programs and initiatives. You will work closely with cross-functional teams to ensure a seamless customer experience, drive adoption of our products, and maximize customer retention and loyalty.

Key Responsibilities:

1. Design and Implement Digital Customer Success Programs: Develop and execute customer success programs and initiatives for SMB customers. Design digital touchpoints across multiple channels to enhance customer engagement and satisfaction.

2. Create customer-facing Content: Develop compelling customer-facing content to support customer education and enablement across digital and human touch points. Create resources, guides, and tutorials to facilitate product adoption and usage. Develop templates and tools to generate insightful reports that highlight key metrics, trends, and opportunities for improvement.

3. Build Business Review Tools and Adoption Frameworks: Design and implement business review tools and adoption frameworks to streamline efforts for our Customer Success Managers. Develop frameworks and processes to make it easy for customers to easily adopt our product.

4. Collaborate Across Teams: Work closely with cross-functional teams, including sales, marketing, product management, and customer support, to ensure alignment and coordination in delivering a seamless customer experience. Provide insights and feedback from customers to inform product roadmap prioritization and development.

5. Program development: Contribute to the design and development of the CSM transformation program, including defining objectives, strategies, and key performance indicators (KPIs). Transform 1:1 CSM touchpoints to 1:many communications via email journeys and in-app nudges.

6. Process improvement: Identify opportunities for enhancing CSM workflows, customer engagement strategies, and post-sale processes. Collaborate with CSMs and other teams to implement improvements.

7. Documentation and reporting: Maintain comprehensive documentation of CSM processes and procedures. Generate regular reports on program progress and KPIs for senior management.

1. Bachelor's degree in business, marketing, communications, or related field. Master's degree preferred.
2. Proven experience in customer success, account management, or related roles, preferably in a digital or SaaS environment. Minimum 4 years experience
3. Prior experience in operating 1:many marketing communications including email journeys, webinars, and in-app PLG touchpoints. Minimum 3 years experience.
4. Strong project management skills with the ability to manage multiple priorities and deadlines.
5. Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers and internal stakeholders.
6. Data-driven mindset with experience in analyzing customer data and metrics to drive insights and action.
7. Experience with CRM systems, customer success platforms, and digital analytics tools is a plus

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.