Customer Success Specialist

Specialist - Customer Success

About Freshworks
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.

Role Requirement

• Engage proactively with customers using the engagement model (based on customer segment) laid out
• Understand and document customer's business flow (for large customers) and deep understanding of use-cases
• Have deep product knowledge of all product lines. Ability to showcase product demo work out solutions for business use cases using best product-fit Al
• igning with key customer stakeholders to establish a stronger customer relationship management program (stakeholder mapping)
• Evaluate how customers manage their Freshworks product suite investment & identify efficiency and effectiveness gains (process & tools)
• Promote awareness of the latest innovations Freshworks is releasing (products/features in pipeline)
• Work with internal cross-functional teams (product, sales, pre-sales, marketing, product marketing, support etc.) to ensure customer's issues/solutions are addressed
• Work with Program Manager (Customer Success) to derive data driven insights/intelligence to run focused and result-oriented customer engagement programs. Understanding of SaaS metrics and
• Own two key metrics (Increase Product-Adoption & Customer Retention)
• Use customer management tool (Natero) (Training will be provided to get familiar)
• Implement and support compliance to Freshworks compliance and information security processes.

• Proven track record of establishing themselves as a strategic trusted advisor to clients
• Must be able to take complex client and vendor concepts and articulate them to an audience of varying perception levels
• Very Strong written and verbal presentation/communication skills (ESSENTIAL)
• Self-starter who can own ongoing customer success of both large and small clients
• Ability to report and share client's status on a timely/pre-defined interval
• Bachelor's Degree in Computer Science Business Education preferred

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.