Lead - Process and Program Excellence

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 7 years of experience in Customer Success Account Management or a related role preferably within a B2B SaaS or technology environment.

• A minimum of 3 years of hands-on experience developing and managing 1:many customer communication programs (e.g. automated email journeys webinars in-app messaging product-led growth touchpoints).

Skill Inventory

Technical & Platform Skills:

• Customer Success Platforms: Proficiency with tools like Gainsight ChurnZero Catalyst or similar.

• CRM Systems: Experience working with CRM software such as Salesforce or HubSpot.

• Digital & Analytics Tools: Familiarity with in-app guidance tools (e.g. Pendo WalkMe) and web analytics platforms (e.g. Google Analytics Mixpanel).

• Marketing Automation: Experience with platforms like Marketo Pardot or HubSpot for creating email campaigns is highly desirable.

Program & Project Management:

• Demonstrated ability to manage multiple complex projects from conception to completion while meeting deadlines.

• Strong organizational skills and a methodical approach to program design and execution.

Analytical & Data-Driven Mindset:

• Proven ability to analyze customer data and program metrics to derive actionable insights and drive decision-making.

• Experience in creating reports and dashboards to communicate results and opportunities effectively.

Communication & Interpersonal Skills:

• Exceptional written and verbal communication skills with the ability to create compelling customer-centric content.

• Excellent interpersonal skills capable of building rapport and trust with internal stakeholders across various departments.

Strategic Thinking:

• Ability to think strategically and translate high-level objectives into tactical executable plans.

• A deep understanding of the customer lifecycle and how to apply digital touchpoints to influence customer behavior and drive value.

Additional Information :

At Freshworks we are creating a global workplace that enables everyone to find their true potential purpose and passion irrespective of their background gender race sexual orientation religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant richer work environment that advances the goals of our employees communities and the business.

Remote Work :

No

Employment Type :

Full-time