Specialist - Customer Success (EX - Enterprise) North America

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.

Job Description

The Customer Success Specialist partners with customers to maximize the value of Freshservice, helping them adopt ITSM best practices, improve service delivery, and achieve business outcomes. The role focuses on driving product adoption, customer retention, and long-term success.

Key Responsibilities

• Manage a portfolio of customers throughout their lifecycle, driving adoption and retention.
• Understand customers' ITSM processes and recommend best practices aligned with ITIL.
• Conduct product demos and solution workshops across Freshservice capabilities including Incident, Change, Problem, Asset Management, CMDB, and Workflow Automation.
• Build trusted relationships with IT leaders, Service Desk Managers, and key stakeholders.
• Proactively identify customer risks and partner with cross-functional teams (Support, Product, Sales, Solutions Engineering) to drive successful outcomes.
• Promote new Freshservice features and AI capabilities to increase platform value.
• Track customer health and SaaS adoption metrics using customer success tools.

Qualifications

Preferred Background

• Experience in Customer Success, Technical Account Management, or Solution Consulting within SaaS.
• Strong knowledge of ITSM, ITIL, and enterprise IT operations.
• Experience with Freshservice, ServiceNow, Jira Service Management, ManageEngine, BMC, HaloITSM, or similar platforms.
• Excellent communication, stakeholder management, and presentation skills.
• ITIL Foundation certification is a plus.
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Must be open to work in night shift 

Additional Information

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.