Job Description

Key Responsibilities

Customer Relationship Management: Build and nurture customer relationships with a portfolio of assigned accounts, post onboarding through the entire customer lifecycle.

Retention Excellence: Focus on ensuring high customer retention rates and meeting retention goals.

Stakeholder Engagement: Develop and maintain trusted working relationships with key decision-makers and power users within client organizations.

Client Understanding: Gain a deep understanding of your assigned clients' needs, objectives, and processes to facilitate successful adoption of Freshworks products.

Value Maximization: Collaborate closely with the sales team to identify prospects forupselling additional services, integrations, and features that enhance client success.

Proactive Risk Mitigation: Identify and proactively address risks to client success,



engagingclients whenever retention issues are identified.

Retention Planning: Develop and execute retention plans for clients at risk of churn, ensuringtheir continued satisfaction.

Issue Resolution: Drive the resolution of escalated account issues, working closely with Billing, Support, and other departments.

Product Expertise: Maintain an expert level of knowledge regarding Freshworks products and services.

Client Advocacy: Represent client interests internally, communicating product concerns, shortcomings, and missing features that may pose retention risks to senior leadership.

Contract Management: Manage inquiries, questions, and issues related to contracts from clients

and other departments.

📌 Specialist Customer Success Ex Top Tier Chennai (India)
🏢 FreshWorks
📍 India