Role: Customer Success Associate
Industry Type: Software Product
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Customer Success
Education: Minimum Graduation / Bachelors Degree is mandatory.
UG: Any Graduate
PG: Any Postgraduate
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 strong relationships, and secure long-term customer retention. IC1: Associate - Customer Success (CX-NA) Experience: 1 3 years of experience in Customer Success, Account Management, or Tech Support (SaaS experience preferred). Impact You Will Create: Drive day-to-day product adoption and health for a designated portfolio of SMB/Mid-Market accounts. Ensure high customer satisfaction by resolving tactical use-case queries swiftly. Protect core revenue by maintaining steady retention rates within your assigned cohort.
Roles & Responsibilities
(R&R) Customer Engagement: Engage proactively with customers using the established segment-based engagement model (Enterprise segment experience is a plus for IC2, mandatory for IC3). 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 strong 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.Qualifications Skills & Competencies Communication: Exceptional written and verbal presentation/communication skills ( Essential). Ability to articulate complex technical or vendor concepts to audiences of varying technical levels. Consultative Mindset: Proven track record of establishing yourself as a strategic trusted advisor to clients. Ownership: A self-starter who can independently own ongoing customer success for both large and small clients. Reporting: Ability to track, report, and share client health status at timely, pre-defined intervals. Tool Proficiency: Experience using standard customer management tools (e.g., Gainsight, Salesforce, Freshsuccess, or equivalents).
Qualifications
& Workplace Requirements