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Strong brand, metro location, generalist mid-level role, and broad skills demand increase applicant competition.
Core customer success skills are transferable across SaaS firms but less to non-subscription industries.
No explicit years or certification, but role requires deep product knowledge and communication, so filters are moderately strict.
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Proactively engage with customers to provide strategic and tactical guidance to increase value from Freshworks products.
Understand and document customer business flows and use-cases, especially for large customers, and deliver product demos and tailored solutions.
Own key metrics: increase product adoption and customer retention while collaborating with internal teams to address customer issues.
Proven track record as a strategic trusted advisor to clients.
Strong written and verbal communication and presentation skills.
Bachelor's Degree in Computer Science + Business Education preferred.
Work Experience Required: Not explicitly mentioned in the JD.
Experienced in managing both large and small customer accounts with strategic engagement models.
Strong understanding of SaaS product suites and use-case solutioning with ability to articulate complex concepts to varied audiences.
Capable of data-driven customer engagement and collaboration with cross-functional teams to enhance customer success outcomes.