Customer Success Manager

5 days ago

Chennai, Tamil Nadu, India Hectae Analytics and Software Solutions Full time ₹ 5,00,000 - ₹ 15,00,000 per year

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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