The Customer Success team proactively engages with customers to provide strategic and tactical guidance, ensuring they derive maximum value from the Freshworks suite of products. As a Customer Success Manager, you will drive product adoption, build robust relationships, and secure long-term customer retention.
- Experience: 6–9 years of experience, preferably in SaaS Customer Success
- Impact You Will Create:
- Act as a strategic trusted advisor to a diverse portfolio of Mid-Market and Enterprise clients.
- Prevent churn and drive expansion opportunities by uncovering inefficiencies and recommending optimized workflows.
- Standardize best practices within the team and cross-functionally to improve the overall customer journey.
Roles & Responsibilities (R&R;)
- Customer Engagement: Engage proactively with customers using the established segment-based engagement mode. Run QBRs / MBRs / EBRs
- Use-Case Mapping: Understand and document customer business flows (especially for large/Enterprise accounts) and maintain a deep understanding of their business use cases.
- Product Expertise: Maintain deep knowledge of all Freshworks product lines.
Ability to deliver tailored product demos and architect solutions using the best product-fit.
- Relationship Management: Align with key customer stakeholders to establish a robust customer relationship management program (stakeholder mapping).
- Value Optimization: Evaluate how customers manage their Freshworks product suite investment and identify efficiency and effectiveness gains across their processes and tools.
- Innovation & Advocacy: Promote awareness of the latest innovations and upcoming features/products in the Freshworks pipeline.
- Cross-Functional Collaboration: Partner with internal teams (Product, Sales, Pre-Sales, Marketing, Support, etc.) to ensure customer issues are resolved and solutions are delivered.
- Data-Driven Success: Work alongside Program Managers to derive data-driven insights and intelligence to run focused, result-oriented customer engagement programs.
- Key Metrics: Own and drive two primary business metrics: Product Adoption and Customer Retention.
- Compliance: Implement and support Freshworks compliance and information security processes.
📌 Lead - Customer Success (CX - EU Enterprise) (Chennai)
🏢 FreshWorks
📍 Chennai
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