Specialist - Customer Success (Top-Tier)

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.

As a Customer Success Specialist, you will be a key driver of long-term value for our customers. You will proactively engage with a portfolio of clients to provide strategic and tactical guidance, ensuring they maximize the value they get from the Freshworks suite of products. Your primary goal is to build strong relationships, become a trusted advisor and ensure our customers achieve their business objectives, leading to higher product adoption and retention.

This role is ideal for a customer-centric individual with a talent for problem-solving and a passion for technology, who thrives on helping others succeed.

Roles & Responsibilities

Proactive Customer Engagement & Relationship Management:

• Proactively engage with customers based on defined engagement models, with a focus on building long-term partnerships. (Experience in the enterprise segment is a plus).
• Establish and nurture relationships with key customer stakeholders, mapping out organizational structures to build a comprehensive relationship management program.
• Act as the primary point of contact and a trusted advisor for your customer portfolio.

Product Expertise & Solutioning:

• Develop and maintain deep product knowledge across all Freshworks product lines.
• Understand and document customers' business flows and use cases to provide tailored solutions.
• Conduct effective product demonstrations and design solutions that address specific business needs, ensuring the best product fit.

Value Realization & Adoption:

• Own two key metrics: increasing product adoption and ensuring customer retention.
• Evaluate how customers are using their Freshworks investment and identify opportunities for them to gain efficiency and effectiveness.
• Promote awareness of the latest product innovations and features to drive excitement and continuous value.

Internal Collaboration & Program Execution:

• Work closely with internal cross-functional teams (Product, Sales, Pre-Sales, Marketing, Support) to ensure customer issues are resolved and solutions are effectively implemented.
• Collaborate with Program Managers to use data-driven insights to run focused and result-oriented customer engagement programs.
• Implement and support Freshworks' compliance and information security processes.

Qualifications

• 4-7 years of experience in a customer-facing role such as Customer Success, Account Management, or Consulting.
• A proven track record of establishing yourself as a strategic trusted advisor to clients.

This role is based in the Dallas Metropolitan Area and the expected base salary range for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future. This role is also eligible for a variable bonus. 

Compensation Package

$86,400-$124,200 USD Base Salary + Variable Compensation (where applicable)

Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

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.