Specialist - Customer Success

Freshworks
Bengaluru
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Communication","Presentation","Stakeholder management","Self-starter","Data-driven insights"]

Engage proactively with customers to increase the value they get from Freshworks’ suite of products. Build strong relationships with key stakeholders, document customer business flows and use cases, and translate product knowledge into demos and best-fit solutions. Own customer engagement programs driven by SaaS metrics, track adoption and retention KPIs, use Natero for customer management, and collaborate with cross-functional teams to address issues and drive continuous improvement.

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FursaFursa
Freshworks
Freshworks
22 hours ago

Specialist - Customer Success

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live
Reposted: similar role first listed 1 week ago

Job Summary

Engage proactively with customers to increase the value they get from Freshworks’ suite of products. Build strong relationships with key stakeholders, document customer business flows and use cases, and translate product knowledge into demos and best-fit solutions. Own customer engagement programs driven by SaaS metrics, track adoption and retention KPIs, use Natero for customer management, and collaborate with cross-functional teams to address issues and drive continuous improvement.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Engage customers using the engagement model based on customer segment.
  • •Understand and document customer business flows and use cases for large customers.
  • •Showcase product demos and work out solutions aligned to customer business use cases.
  • •Develop and run customer engagement programs using SaaS metrics, owning adoption and retention KPIs.
  • •Use customer management tools (Natero) and support compliance with Freshworks compliance and information security processes.

Key Requirements

  • •Engage proactively with customers using the customer engagement model by segment.
  • •Understand and document customer business flows for large customers and develop deep use-case knowledge.
  • •Demonstrate deep product knowledge across product lines and showcase demos to craft solutions for business use cases.
  • •Align with key customer stakeholders to strengthen customer relationship management (including stakeholder mapping).
  • •Bachelor’s Degree in Computer Science with business education preferred.
Experience:SaaS
Education:Bachelor's in Computer Science
Skills:CommunicationPresentationStakeholder managementSelf-starterData-driven insights
Languages:English
Tech Stack:NateroSaaSAI

Company Brief

Freshworks
Provides cloud-based customer engagement, CRM and ITSM software (Freshdesk, Freshservice, Freshsales) that helps businesses manage customer and employee experiences through SaaS products and AI-driven tools.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 500M to 1B
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Mateo, United States
Founded: 2010
Glassdoor
Glassdoor: 3.5
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