Why This Job is Featured on The SaaS Jobs
This Customer Success specialist role sits at the heart of SaaS value delivery, where retention and adoption are the primary growth levers. Freshworks operates a multi-product CX and IT service suite, so the work naturally spans platform usage, workflow design, and stakeholder alignment across mid-market and enterprise customers. That combination is a common pattern in mature SaaS businesses where expansion is driven as much by outcomes and time-to-value as by new logo acquisition.
From a SaaS career perspective, the role builds durable strengths in post-sale execution: translating business processes into product configuration, running structured engagement programs, and using customer health signals to guide priorities. Exposure to cross-functional collaboration with Product, Sales, and Support is particularly relevant in SaaS environments where feedback loops influence roadmap decisions and enablement. Experience with customer success tooling and repeatable playbooks also transfers well across subscription businesses.
This position is best suited to someone who prefers consultative account work over reactive support, and who is comfortable being accountable for measurable retention and adoption outcomes. It will fit professionals who enjoy balancing relationship management with product depth, and who can communicate clearly with both operational and executive stakeholders in larger customers. An in-office setup in Bengaluru suggests a preference for coordinated, programmatic execution with internal partners.
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.
Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.
Fresh vision. Real impact. Come build it with us.
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.
IC2: Specialist - Customer Success
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
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.
