Customer Success Manager (CSM)

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 Hectaes 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

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  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, youll 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.