Senior Business Analyst - CSM

Chennai, IndiaFull Time Associate

About 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 -- around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including American Express, Sony, Vice Media, TaylorMade, Sotheby’s, Stitchfix, OfficeMax, Multichoice, Delivery Hero, ITV, and Klarna.

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

Job Role:

Freshworks is looking for an exceptional addition to our Digital Success team. Being a customer champion is part of our culture and a guideline for anything we do. Our team plays a central role in this effort and is the primary driver to retain and develop our existing Digital customers.

As a Sr. Business Analyst in the Outbound Customer Engagement team within Digital Success, you will be responsible for analysing existing customer data, conducting industry research and developing strategies and content ideas for customer campaigns during all phases of the customer journey - onboarding, adoption, growth and renewal. 


  1. Know Our Customers

    1. Adopt the perspective of a small business to understand their unique challenges in adopting maximum features and extracting the most value out of our products

    2. Lead the Digital customer journey mapping process and identification of major pain points hindering smooth onboarding and product adoption

    3. Lead VoC studies (controlled experiments, focus groups, surveys, etc.), and advanced data analyses (NPS/usage data/tickets data/community platform/CSAT/etc.) to gather detailed insights of various cohorts of customers

    4. Present analyses and strategy to the leadership with recommendations for future action

    1. Solve Problems At Scale

      1. Devise light-touch engagement strategies, such as email campaigns, webinars showcasing best practices, self-help training content, community platforms, etc., to solve specific customer pain points and drive product adoption. 

      2. Drive and track process of creating awareness amongst customers to leverage existing resources such as the free onboarding assistance, self-help training platforms, knowledge base, etc.

      3. Develop new means of customer engagement to drive product adoption and penetration

      4. Research and propose methods of developing a strong customer intelligence framework

      5. Determine the right messaging for each customer and identify cohorts ofsimilar customers who can be targeted for increased adoption, plan growth, retention, renewal discounts, product feature training, etc. through specialized customer marketing campaigns

      6. Increase customer satisfaction levels over time (measured through churn, health scores and NPS). Observe patterns in customer metrics and use it to understand corresponding customer behavior with respect to adoption, growth, renewal and churn

    1. Embrace Our Unique and Special Culture

      1. Solve problems collaboratively with various functional teams and build consensus across all stakeholders.

      2. Implement and support compliance to Freshworks compliance and information security processes

      3. Help foster company-wide culture of Customer Success

      4. Support the recruitment process to build high performing teams that are strongly motivated and engaged. Inspire and lead by challenging and maximizing the team's strength and aligning its efforts to CXG org's strategy.

      5. Embrace and be a champion of our CHAT culture code of conduct (




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