Why This Job is Featured on The SaaS Jobs
This Customer Success Specialist role sits at the intersection of enterprise SaaS and IT operations, supporting Freshservice, an ITSM platform where adoption is tightly linked to measurable service outcomes. In the SaaS ecosystem, ITSM is a category defined by complex workflows, multiple stakeholder groups, and high expectations for reliability, making customer success work meaningfully product centric rather than purely relationship led.
For a SaaS career, the work builds durable experience in driving value realization across the customer lifecycle, especially in environments where process maturity and governance matter. Exposure to ITIL aligned practices, health scoring, and cross functional execution mirrors how many B2B SaaS companies run retention and expansion motions. The emphasis on workshops, demos, and feature adoption also develops a strong foundation in consultative enablement that transfers across platform products.
This position tends to suit professionals who enjoy translating operational requirements into practical product usage and who are comfortable engaging IT leaders as well as service desk teams. It aligns with someone who prefers structured problem solving, clear metrics, and collaborative coordination with Support, Product, and Sales. The night shift note signals a need for candidates who can sustain customer facing quality while operating on North America hours.
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.
Job Description
The Customer Success Specialist partners with customers to maximize the value of Freshservice, helping them adopt ITSM best practices, improve service delivery, and achieve business outcomes. The role focuses on driving product adoption, customer retention, and long-term success.
Key Responsibilities
- Manage a portfolio of customers throughout their lifecycle, driving adoption and retention.
- Understand customers' ITSM processes and recommend best practices aligned with ITIL.
- Conduct product demos and solution workshops across Freshservice capabilities including Incident, Change, Problem, Asset Management, CMDB, and Workflow Automation.
- Build trusted relationships with IT leaders, Service Desk Managers, and key stakeholders.
- Proactively identify customer risks and partner with cross-functional teams (Support, Product, Sales, Solutions Engineering) to drive successful outcomes.
- Promote new Freshservice features and AI capabilities to increase platform value.
- Track customer health and SaaS adoption metrics using customer success tools.
Qualifications
Preferred Background
- Experience in Customer Success, Technical Account Management, or Solution Consulting within SaaS.
- Strong knowledge of ITSM, ITIL, and enterprise IT operations.
- Experience with Freshservice, ServiceNow, Jira Service Management, ManageEngine, BMC, HaloITSM, or similar platforms.
- Excellent communication, stakeholder management, and presentation skills.
- ITIL Foundation certification is a plus.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Must be open to work in night shift
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.
