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Strong SaaS brand, popular Customer Success role, mid-level experience band, and metro location increase applicant competition.
SaaS product expertise required, limiting cross-industry transferability.
Explicit 4–8 years and mandatory SaaS customer-success experience create high screening strictness.
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Manage and nurture customer relationships throughout the customer lifecycle focusing on retention and adoption of Freshworks products.
Develop and execute client retention and risk mitigation plans addressing churn risks and escalated account issues.
Collaborate with sales to identify upselling opportunities and advocate internally for client needs and product improvements.
4 to 8 years of experience in Customer Success or Account Management in a SaaS/product company.
Expertise in account portfolio planning, management, and prioritization.
Strong communication and relationship management skills.
Work Experience Required: 4 to 8 years in relevant roles.
Experienced individual contributor skilled in managing multiple high-value accounts with proactive retention strategies.
Strong collaborator capable of working cross-functionally with sales and internal teams to enhance client success and product offerings.
Detail-oriented professional with deep knowledge of customer success best practices and client adoption of software products.