Specialist - Customer Success (EX) Top Tier

Freshworks
Chennai
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 4-8 yearsSkills: ["Communication","Relationship management","Problem-solving","Customer focus","Proactiveness"]

Own customer relationships across a portfolio from onboarding through the full lifecycle, with a strong focus on retention and churn risk mitigation. Build trust with key decision-makers and power users, drive product adoption by deeply understanding client needs, and collaborate with sales on upsell opportunities. Resolve escalated account issues with cross-functional partners while representing customer interests to internal leadership.

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Freshworks
Freshworks
2 days ago

Specialist - Customer Success (EX) Top Tier

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Last checked: 3 hours agoStatus: Live

Job Summary

Own customer relationships across a portfolio from onboarding through the full lifecycle, with a strong focus on retention and churn risk mitigation. Build trust with key decision-makers and power users, drive product adoption by deeply understanding client needs, and collaborate with sales on upsell opportunities. Resolve escalated account issues with cross-functional partners while representing customer interests to internal leadership.
Location: Chennai
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Build and nurture customer relationships across an assigned account portfolio through the full customer lifecycle.
  • •Drive retention excellence by meeting retention goals and preventing churn risks.
  • •Engage stakeholders by developing trusted relationships with decision-makers and power users at client organizations.
  • •Collaborate with sales to identify upsell opportunities for additional services, integrations, and features.
  • •Resolve escalated account issues and manage contract-related inquiries with relevant teams while maintaining product expertise.

Key Requirements

  • •4 to 8 years of experience with proven success in a Customer Success or Account Management role for a SaaS/product company.
  • •Expertise in account portfolio planning, management, and prioritization, with strong attention to detail.
  • •In-depth knowledge of customer success best practices and experience driving client adoption of technology or software products.
  • •Exceptional communication and relationship management skills.
  • •A proactive, problem-solving mindset, thriving in a fast-paced environment as an Individual Contributor.
Experience:4-8 yearsSaaSCustomer success
Skills:CommunicationRelationship managementProblem-solvingCustomer focusProactiveness
Languages:English

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