Customer Success Manager (CSM)

About the job

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.