Lead - Product Adoption (US Shift)

Freshworks
Chennai
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceSkills: ["Analytical thinking","Cross-functional collaboration","Team leadership","Coaching","Data-driven iteration"]

Lead a team within the Adoption Advisory organization to drive product adoption and retention across Freshworks’ scaled and digital customer segments. Own adoption strategy and execution across onboarding acceleration, feature enablement, and churn interventions. Partner closely with Customer Success and Product on release adoption plays, maintain adoption reporting and KPI performance, and lead hiring, coaching, and escalation across cross-functional partners.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Freshworks
Freshworks
1 day ago

Lead - Product Adoption (US Shift)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Lead a team within the Adoption Advisory organization to drive product adoption and retention across Freshworks’ scaled and digital customer segments. Own adoption strategy and execution across onboarding acceleration, feature enablement, and churn interventions. Partner closely with Customer Success and Product on release adoption plays, maintain adoption reporting and KPI performance, and lead hiring, coaching, and escalation across cross-functional partners.
Location: Chennai
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead and manage an Adoption Specialists team within the Adoption Advisory team.
  • •Own adoption advisory roadmap and execution across scaled and digital customer segments.
  • •Partner with Product on release adoption plays to drive feature uptake.
  • •Maintain reporting cadence for adoption performance and accountability for results.
  • •Partner with Customer Success to design and iterate churn reduction interventions and track churn impact.

Key Requirements

  • •4+ years in customer success, customer adoption, or lifecycle marketing (B2B SaaS required).
  • •2+ years managing a team of adoption, customer success, or lifecycle specialists.
  • •Proven track record supporting adoption programs for scaled or digital customer segments.
  • •Strong analytical instincts to define KPIs, track progress, and iterate based on data.
  • •Ability to work cross-functionally with Product, Marketing, Customer Success, and Operations.
Experience:B2B SaaS
Skills:Analytical thinkingCross-functional collaborationTeam leadershipCoachingData-driven iteration
Languages:English (US)

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