Job Description

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 prospects 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