Lead - Process and Program Excellence

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.

Job Description

We seek a skilled and dynamic Digital Customer Success Program Manager to play a pivotal role in shaping the digital experience for our Small and Medium-sized Business (SMB) customers. You will be the architect behind our scaled customer success strategy, responsible for designing and implementing innovative digital programs that drive product adoption, enhance satisfaction, and maximize retention. By transforming our engagement model from 1:1 to 1:many, you will ensure thousands of customers achieve their goals with our products.

Roles & Responsibilities (R&R)

1. Strategic Program Development & Execution:

• Architect, launch, and manage digital-first customer success programs tailored for the SMB segment.
• Lead the transformation of high-touch customer interactions into scalable 1:many communication strategies, including automated email journeys, in-app nudges, and webinars.
• Define program objectives, key performance indicators (KPIs), and success metrics to measure the impact of all digital initiatives.

2. Customer Content & Enablement:

• Develop and scale a rich library of customer-facing content (e.g., tutorials, best practice guides, knowledge base articles, videos) to support self-service education and product adoption.
• Create standardized templates and reporting tools that provide customers with insightful data on their usage and success.

3. Operational Excellence & Tooling:

• Design and implement scalable frameworks and tools, such as digital business review templates and product adoption models, to empower Customer Success Managers (CSMs) and customers alike.
• Continuously identify and implement process improvements to enhance CSM workflows, customer engagement strategies, and overall post-sale efficiency.

4. Cross-Functional Collaboration:

• Act as the primary liaison between the SMB customer base and internal teams, including Product, Marketing, Sales, and Support.
• Serve as the voice of the customer, translating customer feedback and data insights into actionable recommendations for product roadmap prioritization and marketing campaigns.

5. Data Analysis & Reporting:

• Maintain comprehensive documentation for all digital success programs and processes.
• Analyze customer data to track engagement, health, and adoption trends, identifying both risks and opportunities.
• Generate and present regular reports on program performance and KPIs to senior management.

Qualifications

• Bachelor's degree in Business, Marketing, Communications, or a related field. A Master's degree is a plus.
• A minimum of
  7 years
  of experience in Customer Success, Account Management, or a related role, preferably within a B2B SaaS or technology environment.
• A minimum of
  3 years
  of hands-on experience developing and managing 1:many customer communication programs (e.g., automated email journeys, webinars, in-app messaging, product-led growth touchpoints).

Skill Inventory

Technical & Platform Skills:

• Customer Success Platforms:
  Proficiency with tools like Gainsight, ChurnZero, Catalyst, or similar.
• CRM Systems:
  Experience working with CRM software such as Salesforce or HubSpot.
• Digital & Analytics Tools:
  Familiarity with in-app guidance tools (e.g., Pendo, WalkMe) and web analytics platforms (e.g., Google Analytics, Mixpanel).
• Marketing Automation:
  Experience with platforms like Marketo, Pardot, or HubSpot for creating email campaigns is highly desirable.

Program & Project Management:

• Demonstrated ability to manage multiple complex projects, from conception to completion, while meeting deadlines.
• Strong organizational skills and a methodical approach to program design and execution.

Analytical & Data-Driven Mindset:

• Proven ability to analyze customer data and program metrics to derive actionable insights and drive decision-making.
• Experience in creating reports and dashboards to communicate results and opportunities effectively.

Communication & Interpersonal Skills:

• Exceptional written and verbal communication skills, with the ability to create compelling, customer-centric content.
• Excellent interpersonal skills, capable of building rapport and trust with internal stakeholders across various departments.

Strategic Thinking:

• Ability to think strategically and translate high-level objectives into tactical, executable plans.
• A deep understanding of the customer lifecycle and how to apply digital touchpoints to influence customer behavior and drive value.

Additional Information

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.