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Strong SaaS brand, metro location, common mid-level Customer Success title increases candidate competition.
Requires SaaS and ITSM domain expertise, making background transferability limited across industries.
No explicit years but requires SaaS, ITSM, and product knowledge, producing moderate filtering of candidates.
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Manage a portfolio of customers to drive Freshservice product adoption, retention, and long-term success.
Conduct demos and workshops on Freshservice capabilities, including ITSM processes like Incident, Change, Problem, Asset Management, CMDB, and Workflow Automation.
Identify customer risks and collaborate with cross-functional teams to ensure successful outcomes and promote new features including AI capabilities.
Experience Required: Experience in Customer Success, Technical Account Management, or Solution Consulting within SaaS.
Strong knowledge of ITSM and ITIL frameworks.
Bachelor's degree in Computer Science, Information Technology, or a related field.
Must be willing to work night shifts.
Familiarity with Freshservice or similar ITSM platforms like ServiceNow, Jira Service Management, ManageEngine, BMC, or HaloITSM.
Ability to build trusted relationships with IT leaders and key stakeholders to influence adoption and retention.
Skilled in managing customer health metrics and driving adoption through proactive customer engagement.