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.