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4 weeks ago

Chennai, India Hectae Analytics and Software Solutions Full time

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.

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