Specialist - Customer Success (EX - ASEAN)

Freshworks
Bengaluru
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 3-6 yearsSkills: ["Communication","Consultative mindset","Ownership","Reporting","Stakeholder management"]

Own customer success for a portfolio of mid-market and enterprise clients by driving product adoption, retention, and expansion. Act as a strategic trusted advisor through QBR/MBR/EBR cycles, use-case mapping, tailored demos, and stakeholder management. Standardize best practices and collaborate cross-functionally with Product, Sales, Pre-Sales, Marketing, Support, and Program Managers. Track key metrics, improve customer journey outcomes, and support compliance and information security processes.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Freshworks
Freshworks
2 days ago

Specialist - Customer Success (EX - ASEAN)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Own customer success for a portfolio of mid-market and enterprise clients by driving product adoption, retention, and expansion. Act as a strategic trusted advisor through QBR/MBR/EBR cycles, use-case mapping, tailored demos, and stakeholder management. Standardize best practices and collaborate cross-functionally with Product, Sales, Pre-Sales, Marketing, Support, and Program Managers. Track key metrics, improve customer journey outcomes, and support compliance and information security processes.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Drive product adoption and ensure customers derive maximum value from the Freshworks suite.
  • •Prevent churn and uncover expansion opportunities by identifying inefficiencies and recommending optimized workflows.
  • •Run QBRs/MBRs/EBRs and manage proactive, segment-based customer engagement programs.
  • •Maintain deep product expertise, deliver tailored demos, map use cases, and align with key customer stakeholders.
  • •Partner cross-functionally to resolve issues, deliver solutions, and drive customer retention and product adoption metrics.

Key Requirements

  • •3-6 years of experience in SaaS Customer Success (preferred).
  • •Ability to act as a strategic trusted advisor to clients.
  • •Exceptional written and verbal communication and presentation skills.
  • •Ability to independently own ongoing customer success for large and small clients.
  • •Ability to track, report, and share client health status at timely intervals.
Experience:3-6 yearsSaaSEnterpriseMid-market
Skills:CommunicationConsultative mindsetOwnershipReportingStakeholder management
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