Specialist - Customer Success

Freshworks; Bengaluru; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Freshworks is seeking a Specialist in Customer Success in Bengaluru to proactively engage with a portfolio of clients, guiding them to maximize value from Freshworks products. You will build trusted advisor relationships, drive adoption, and ensure retention across an enterprise-focused customer base.

The role requires problem-solving, a customer-centric mindset, and the ability to collaborate with cross-functional teams.

Qualifications

• Customer Success experience and a track record as a trusted advisor.
• Bachelor's degree is mandatory.

Responsibilities

• Proactively engage with customers to build long-term partnerships and ensure retention.
• Develop deep product knowledge and tailor solutions to customer use cases.
• Lead initiatives with cross-functional teams to resolve issues and drive value realization.
• Collaborate with Product, Sales, and Support to implement and improve customer programs.

Skills

Relationship Building

Strategic Thinking

Trusted Advisor

Stakeholder Mapping

Deep Product Knowledge

Solutioning

Product Demonstrations

Presentation Skills

Articulating Complexity

Reporting

Proactive & Self-Starting

Ownership

CRM

CS Platforms

Education

Bachelor's Degree

Tools

CRM

Job description

As a Specialist in Customer Success, you will be a key driver of long-term value for our customers. You will proactively engage with a portfolio of clients to provide strategic and tactical guidance, ensuring they maximize the value they get from the Freshworks suite of products. Your primary goal is to build strong relationships, become a trusted advisor, and ensure our customers achieve their business objectives, leading to higher product adoption and retention.

This role is ideal for a customer-centric individual with a talent for problem-solving and a passion for technology, who thrives on helping others succeed.

Roles & Responsibilities

• Proactive Customer Engagement & Relationship Management: Proactively engage with customers based on defined engagement models, with a focus on building long-term partnerships. (Experience in the enterprise segment is a plus). Establish and nurture relationships with key customer stakeholders, mapping out organizational structures to build a comprehensive relationship management program. Act as the primary point of contact and a trusted advisor for your customer portfolio.
• Product Expertise & Solutioning: Develop and maintain deep product knowledge across all Freshworks product lines. Understand and document customers' business flows and use cases to provide tailored solutions. Conduct effective product demonstrations and design solutions that address specific business needs, ensuring the best product fit.
• Value Realization & Adoption: Own two key metrics: increasing product adoption and ensuring customer retention. Evaluate how customers are using their Freshworks investment and identify opportunities for them to gain efficiency and effectiveness. Promote awareness of the latest product innovations and features to drive excitement and continuous value.
• Internal Collaboration & Program Execution: Work closely with internal cross-functional teams (Product, Sales, Pre-Sales, Marketing, Support) to ensure customer issues are resolved and solutions are effectively implemented. Collaborate with Program Managers to use data-driven insights to run focused and result-oriented customer engagement programs. Implement and support Freshworks' compliance and information security processes.

Qualifications & Experience

• 4-7 years of experience in a customer-facing role such as Customer Success, Account Management, or Consulting.
• A proven track record of establishing yourself as a strategic trusted advisor to clients.
• Bachelor's Degree is mandatory.

Skills Inventory

• Customer Management & Strategy:
  • Relationship Building: Ability to build and maintain strong, long-lasting customer relationships.
  • Strategic Thinking: Skill in understanding customer business goals and aligning them with product capabilities.
  • Trusted Advisor: Proven ability to provide strategic guidance and gain customer trust.
  • Stakeholder Mapping: Experience in identifying and engaging with key decision-makers and influencers within a customer's organization.
• Technical & Product Acumen:
  • Deep Product Knowledge: A demonstrated ability to quickly learn and master a complex suite of software products.
  • Solutioning: Skill in analyzing customer use cases and designing effective solutions using product features.
  • Product Demonstrations: Ability to confidently and effectively showcase product functionality.
• Communication & Interpersonal:
  • Presentation Skills: Very strong written and verbal communication and presentation skills are essential.
  • Articulating Complexity: Must be able to take complex technical and business concepts and articulate them clearly to audiences with varying levels of understanding.
  • Reporting: Ability to report on and share a client's status at timely and predefined intervals.
• Personal Attributes:
  • Proactive & Self-Starting: A self-starter who can take ownership of the ongoing success of both large and small clients.
  • Ownership: A strong sense of accountability for key metrics like adoption and retention.
  • Tool Proficiency: Experience using customer management tools (e.g., CRM, Customer Success Platforms).

Please note this is a work from the office 5 days a week from Bengaluru location

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.