Specialist - Customer Success (EX - ASEAN)

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

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.

- Experience: 3-6 years Experience in SaaS Customer Success (preferred)

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Impact You Will Create:

- Act as a strategic trusted advisor to a diverse portfolio of Mid-Market and Enterprise clients.

- Prevent churn and drive expansion opportunities by uncovering inefficiencies and recommending optimized workflows.

- Standardize best practices within the team and cross-functionally to improve the overall customer journey.

Roles & Responsibilities (R&R)

- Customer Engagement: Engage proactively with customers using the established segment-based engagement mode. Run QBRs / MBRs / EBRs