Specialist - Customer Success

Freshworks
Bengaluru
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Presentation","Stakeholder management","Customer success ownership","Self-starter"]

Proactively engage with customers to drive adoption and retention across Freshworks product lines. Build deep understanding of customer workflows and use cases, deliver product demos, and recommend best-fit solutions. Partner with customer stakeholders using a structured engagement model, track key SaaS metrics, and share progress on a defined cadence. Collaborate with cross-functional teams while ensuring compliance with Freshworks information security processes.

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FursaFursa
Freshworks
Freshworks
22 hours ago

Specialist - Customer Success

✓ Verified Job

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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

Proactively engage with customers to drive adoption and retention across Freshworks product lines. Build deep understanding of customer workflows and use cases, deliver product demos, and recommend best-fit solutions. Partner with customer stakeholders using a structured engagement model, track key SaaS metrics, and share progress on a defined cadence. Collaborate with cross-functional teams while ensuring compliance with Freshworks information security processes.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Engage proactively with customers using the engagement model for their segment.
  • •Understand and document customer business flows and use-cases, and deliver product demos to showcase fit.
  • •Align with key customer stakeholders to build a stronger customer relationship management program (stakeholder mapping).
  • •Evaluate customer investment in the Freshworks suite and identify efficiency/effectiveness gains (process and tools).
  • •Own customer engagement success by tracking two key metrics (product adoption and customer retention), using Natero, and supporting compliance with information security processes.

Key Requirements

  • •Proven ability to establish trusted-advisor relationships and guide customers strategically and tactically.
  • •Ability to take complex client/vendor concepts and articulate them to audiences with varying perception levels.
  • •Strong written and verbal presentation/communication skills.
  • •Self-starter who can own ongoing customer success for large and small clients.
  • •Bachelor’s degree in Computer Science with business education preferred.
Experience:SaaS
Education:
Skills:CommunicationPresentationStakeholder managementCustomer success ownershipSelf-starter
Languages:English
Tech Stack:Natero

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
WebsiteLinkedInGlassdoor