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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 robust relationships, and secure long-term customer retention. - Experience: 69 years of experience, preferably in SaaS Customer Success - 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 - 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 robust 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. .