Specialist - Customer Success (EX - Enterprise) North America

📋 Description

• Manage a portfolio of customers throughout their lifecycle, driving adoption and retention.
• Understand customers' ITSM processes and recommend ITIL-aligned best practices.
• Conduct product demos and workshops across Freshservice modules (Incident, Change, Problem, Asset, CMDB).
• Build trusted relationships with IT leaders, Service Desk Managers, and stakeholders.
• Identify customer risks and partner with Support, Product, Sales, Solutions Engineering.
• Promote new Freshservice features and AI capabilities to increase value.

🎯 Requirements

• Experience in Customer Success, Technical Account Management, or Solution Consulting in SaaS.
• Strong knowledge of ITSM, ITIL, and enterprise IT operations.
• Experience with Freshservice, ServiceNow, Jira Service Management, or similar tools.
• Excellent communication, stakeholder management, and presentation skills.
• ITIL Foundation certification is a plus.
• Must be open to work in night shift.

🎁 Benefits

• Diversity and equal opportunity at Freshworks.
• Growth and career development opportunities.