SaaS Customer Success Manager

I run a growing SaaS product and I’m ready to turn day-to-day email inquiries over to a dedicated Customer Success Manager. Your single focus will be customer support and troubleshooting through Freshdesk.

Here’s what the role looks like:
• Own the Freshdesk inbox – triage, respond, and resolve every ticket that lands.
• Dig into product issues, reproduce bugs where possible, and relay clear steps to our engineering team when escalation is required.
• Keep customers in the loop with concise, friendly updates until each case is closed.
• Maintain and expand our Freshdesk help articles whenever a repeated question surfaces, so answers become self-serve over time.
• Provide a brief weekly report summarising ticket volume, first-response time, common pain points, and any product feedback worth flagging.

Success criteria
– Average first response time under 4 business hours.
– All tickets either resolved or properly escalated within 24 business hours.
– Help-centre article added or updated for any question asked three times in a week.

If you already know Freshdesk inside out and enjoy digging for the root cause behind customer issues, I’d love to hand the inbox over to you.