Company Description Organizations everywhere struggle under the crushing costs and complexities of solutions that promise to simplify their lives To create a better experience for their customers and employees To help them grow Software is a choice that can make or break a business Create better or worse experiences Propel or throttle growth Business software has become a blocker instead of ways to get work done There s another option Freshworks With a fresh vision for how the world works At Freshworks we build uncomplicated service software that delivers exceptional customer and employee experiences Our enterprise-grade solutions are powerful yet easy to use and quick to deliver results Our people-first approach to AI eliminates friction making employees more effective and organizations more productive Over 72 000 companies including Bridgestone Current Balance Nucor S P Global and Sony Music trust Freshworks customer experience CX and employee experience EX software to fuel customer loyalty and service efficiency And over 4 500 Freshworks employees make this possible all around the world Fresh vision Real impact Come build it with us We seek a skilled and agile Digital Customer Success Program Manager to play a pivotal role in shaping the digital experience for our Small and Medium-sized Business SMB customers You will be the architect behind our scaled customer success strategy responsible for designing and implementing innovative digital programs that drive product adoption enhance satisfaction and maximize retention By transforming our engagement model from 1 1 to 1 many you will ensure thousands of customers achieve their goals with our products Roles Responsibilities R R 1 Strategic Program Development Execution Architect launch and manage digital-first customer success programs tailored for the SMB segment Lead the transformation of high-touch customer interactions into scalable 1 many communication strategies including automated email journeys in-app nudges and webinars Define program objectives key performance indicators KPIs and success metrics to measure the impact of all digital initiatives 2 Customer Content Enablement Develop and scale a rich library of customer-facing content e g tutorials best practice guides knowledge base articles videos to support self-service education and product adoption Create standardized templates and reporting tools that provide customers with insightful data on their usage and success 3 Operational Excellence Tooling Design and implement scalable frameworks and tools such as digital business review templates and product adoption models to empower Customer Success Managers CSMs and customers alike Continuously identify and implement process improvements to enhance CSM workflows customer engagement strategies and overall post-sale efficiency 4 Cross-Functional Collaboration Act as the primary liaison between the SMB customer base and internal teams including Product Marketing Sales and Support Serve as the voice of the customer translating customer feedback and data insights into actionable recommendations for product roadmap prioritization and marketing campaigns 5 Data Analysis Reporting Maintain comprehensive documentation for all digital success programs and processes Analyze customer data to track engagement health and adoption trends identifying both risks and opportunities Generate and present regular reports on program performance and KPIs to senior management QualificationsBachelor s degree in Business Marketing Communications or a related field A Master s degree is a plus A minimum of 4 years of experience in Customer Success Account Management or a related role preferably within a B2B SaaS or technology environment A minimum of 3 years of hands-on experience developing and managing 1 many customer communication programs e g automated email journeys webinars in-app messaging product-led growth touchpoints Skill Inventory Technical Platform Skills Customer Success Platforms Proficiency with tools like Gainsight ChurnZero Catalyst or similar CRM Systems Experience working with CRM software such as Salesforce or HubSpot Digital Analytics Tools Familiarity with in-app guidance tools e g Pendo WalkMe and web analytics platforms e g Google Analytics Mixpanel Marketing Automation Experience with platforms like Marketo Pardot or HubSpot for creating email campaigns is highly desirable Program Project Management Demonstrated ability to manage multiple complex projects from conception to completion while meeting deadlines Strong organizational skills and a methodical approach to program design and execution Analytical Data-Driven Mindset Proven ability to analyze customer data and program metrics to derive actionable insights and drive decision-making Experience in creating reports and dashboards to communicate results and opportunities effectively Communication Interpersonal Skills Exceptional written and verbal communication skills with the ability to create compelling customer-centric content Excellent interpersonal skills capable of building rapport and trust with internal stakeholders across various departments Strategic Thinking Ability to think strategically and translate high-level objectives into tactical executable plans A deep understanding of the customer lifecycle and how to apply digital touchpoints to influence customer behavior and drive value Additional Information At Freshworks we are creating a global workplace that enables everyone to find their true potential purpose and passion irrespective of their background gender race sexual orientation religion and ethnicity We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant richer work environment that advances the goals of our employees communities and the business

📌 Associate - Process And Program Excellence (Tamil Nadu)
🏢 FreshWorks
📍 Tamil Nadu