Associate - Process and Program Excellence @ freshworks

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Associate - Process and Program Excellence

freshworks
1 - 4 years
Chennai
5 months ago
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Job Description

We seek a skilled and dynamic Digital Customer Success Program Manager to play a pivotal role in shaping the digital experience for our Small and Medium-sized Business (SMB) customers. You will be the architect behind our scaled customer success strategy, responsible for designing and implementing innovative digital programs that drive product adoption, enhance satisfaction, and maximize retention. By transforming our engagement model from 1:1 to 1:many, you will ensure thousands of customers achieve their goals with our products.

Roles & Responsibilities (R&R)

1. Strategic Program Development & Execution:

Architect, launch, and manage digital-first customer success programs tailored for the SMB segment.
Lead the transformation of high-touch customer interactions into scalable 1:many communication strategies, including automated email journeys, in-app nudges, and webinars.
Define program objectives, key performance indicators (KPIs), and success metrics to measure the impact of all digital initiatives.

2. Customer Content & Enablement:

Develop and scale a rich library of customer-facing content (e.g., tutorials, best practice guides, knowledge base articles, videos) to support self-service education and product adoption.
Create standardized templates and reporting tools that provide customers with insightful data on their usage and success.

3. Operational Excellence & Tooling:

Design and implement scalable frameworks and tools, such as digital business review templates and product adoption models, to empower Customer Success Managers (CSMs) and customers alike.
Continuously identify and implement process improvements to enhance CSM workflows, customer engagement strategies, and overall post-sale efficiency.

4. Cross-Functional Collaboration:

Act as the primary liaison between the SMB customer base and internal teams, including Product, Marketing, Sales, and Support.
Serve as the voice of the customer, translating customer feedback and data insights into actionable recommendations for product roadmap prioritization and marketing campaigns.

5. Data Analysis & Reporting:

Maintain comprehensive documentation for all digital success programs and processes.
Analyze customer data to track engagement, health, and adoption trends, identifying both risks and opportunities.
Generate and present regular reports on program performance and KPIs to senior management.

Qualifications

Bachelors degree in Business, Marketing, Communications, or a related field. A Masters degree is a plus.
A minimum of 4 years of experience in Customer Success

Job Classification

Industry: Software Product
Functional Area / Department: Customer Success, Service & Operations
Role Category: Non Voice
Role: Technical Support - Non Voice
Employement Type: Full time

Contact Details:

Company: Freshworks
Location(s): Chennai

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Keyskills: Data analysis Web analytics Project management Analytical SMB Account management Customer engagement Product marketing CRM Salesforce

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freshworks

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end-user. More than 50,000 companies -- from startups to public companies ...

Associate - Process and Program Excellence @ freshworks

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