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 ResponsibilitiesManage 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.
