Why This Job is Featured on The SaaS Jobs
Customer Success roles remain one of the clearest entry points into how SaaS businesses retain and expand revenue, and this Associate position sits close to those mechanics. The remit spans proactive engagement, stakeholder mapping, and translating customer workflows into product-fit solutions—work that reflects how multi-product SaaS vendors operationalise value delivery across different customer segments.
For a SaaS career path, the role builds fluency in the metrics and operating rhythms that matter after the sale: adoption, retention, and usage-led programs. Exposure to cross-functional collaboration with product, pre-sales, marketing, and support also mirrors how SaaS teams turn customer signals into roadmap inputs and enablement. The emphasis on documenting business flows and communicating complex concepts is transferable to roles in implementation, solutions consulting, product operations, and lifecycle marketing.
This position is best suited to early-career professionals who prefer structured, recurring customer touchpoints and are comfortable being accountable for measurable outcomes. It will fit someone who enjoys combining product knowledge with consultative communication, and who can balance day-to-day customer needs with longer-term engagement planning in a subscription software environment.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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, New 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.
Job Description
● Engage proactively with customers using the engagement model (based on customer segment) laid out
● Understand and document customer’s business flow (for large customers) and deep understanding of use-cases
● Have deep product knowledge of all product lines. Ability to showcase product demo + work out solutions for business use cases using best product-fit
● Aligning with key customer stakeholders to establish a stronger customer relationship management program (stakeholder mapping)
● Evaluate how customers manage their Freshworks product suite investment & identify efficiency and effectiveness gains (process & tools)
● Promote awareness of the latest innovations Freshworks is releasing (products/features in pipeline)
● Work with internal cross-functional teams (product, sales, pre-sales, marketing, product marketing, support etc.) to ensure customer’s issues/solutions are addressed
● Work with Program Manager (Customer Success) to derive data driven insights/intelligence to run focused and result-oriented customer engagement programs. Understanding of SaaS metrics and
● Own two key metrics (Increase Product-Adoption & Customer Retention)
● Use customer management tool (Natero) (Training will be provided to get familiar)
● Implement and support compliance to Freshworks compliance and information security processes
Qualifications
●1-3 years of relevant work experience in a customer-facing role out of which majority in a Customer success/retention portfolio
● Proven track record of establishing themselves as a strategic trusted advisor to clients
● Must be able to take complex client and vendor concepts and articulate them to an audience of varying perception levels
● Very Strong written and verbal presentation/communication skills (ESSENTIAL)
● Self-starter who can own ongoing customer success of both large and small clients
● Ability to report and share client’s status on a timely/pre-defined interval
● Bachelor's Degree in Computer Science + Business Education preferred
Additional Information
At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.
