Job Title: Customer Success Manager (CSM)
Location: Chennai
Work Mode: In-Office
Position Overview
We are looking for a Customer Success Manager (CSM) who will be responsible for building and nurturing long-term relationships with key customers, ensuring high satisfaction, retention, and account growth. The ideal candidate will take ownership of the customer lifecycle, drive product adoption, and identify opportunities to cross-sell Managed Service Provider (MSP) offerings and additional Freshworks solutions.
Key Responsibilities
- Develop and maintain strong, trust-based relationships with key customer accounts to ensure satisfaction and retention.
- Act as the primary point of contact for assigned clients—overseeing renewals, and ongoing success initiatives.
- Identify and pursue opportunities for cross-selling and up-selling, including Hectae's MSP services and Freshworks product suite.
- Collaborate closely with clients to understand their goals, pain points, and operational needs, and align solutions accordingly.
- Work with cross-functional teams—Sales, Product, Marketing, and Support—to deliver seamless customer experiences.
- Monitor account health, usage trends, and feedback to proactively address risks and maximize customer value.
- Build and manage a robust account pipeline with accurate forecasting and reporting.
- Stay up to date on Freshworks product enhancements, new features, and industry trends to advise customers effectively.
Requirements
- Minimum 3+ years of experience in Customer Success, Account Management, or IT/SaaS Sales.
- Proven track record of managing enterprise or key accounts and achieving retention and growth goals.
- Strong written and verbal communication skills, with the ability to simplify complex concepts for diverse audiences.
- Self-starter with strong organizational and relationship management skills.
- Ability to report and share client status updates on predefined intervals.
- Experience with Freshworks products (Freshservice, Freshdesk, Freshsales, etc.) is a strong plus.
Why Join Hectae
At Hectae, we blend technology with strategic insight to create real impact for our clients. As a premium Freshworks partner, you'll work with leading SaaS solutions, collaborate with forward-thinking professionals, and play a key role in helping businesses deliver memorable customer experiences.
Join us in redefining how companies connect, serve, and grow with their customers.
