ELAIYARASAN E
Customer Success Manager
Chennai
Summary
Customer Success Manager at Freshworks with experience in building strong customer relationships, improving retention, and supporting account growth. Worked closely with customers to drive product adoption, manage renewals, conduct QBRs, and identify upsell opportunities across CRM and ITSM solutions. Focused on delivering a smooth customer experience by proactively addressing customer needs and helping them get the most value from the product.
Overview
5
5
years of professional experience
Work History
Customer Success Manager
Freshworks
Chennai, India
06.2024 - Current
- Led customer onboarding processes, enhancing user experience and satisfaction.
- Developed strategic relationships with key accounts to drive product adoption and retention.
- Collaborated with cross-functional teams to resolve client issues effectively and efficiently.
- Analyzed customer usage data to identify trends and proactively address potential challenges.
- Mentored junior team members in best practices for customer engagement and relationship management.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Facilitated successful renewals through diligent relationship management and proactive issue resolution.
- Identified at-risk accounts through diligent monitoring and analysis, implementing corrective actions to prevent churn.
- Achieved 120% attainment across FY 2025.
- honored as leading CSM of quarter (Retention Champion) across entire segment for Q3 2025 for retention.
- Built strong knowledge of Freshservice (ITSM) and Freshsales (CRM), and regularly assisted customers by handling first-level queries and helping them navigate product-related issues.
- Used a data-driven approach to understand customer needs, track account health, and support better decision-making.
- Conducted Quarterly Business Reviews (QBRs) for top 100 customers to discuss goals, product adoption, and growth opportunities.
Centre Sales Manager
Think and Learn Pvt Ltd
Chennai
07.2022 - 04.2024
- Spearheaded the launch and profitability of a new service[BYJUS TUITION CENTRE BTC] in the Chennai region[VELACHERY], leading a 10-member team of sales, marketing, and lead generation specialists. Achieved break-even sales of 500+ Admissions within 6 months through innovative marketing strategies and strategic school partnerships around Velachery.
- Implemented a data-driven customer retention program, increasing customer retention to 90%. This strategy, combined with effective leadership of a 10-person team, resulted in ₹10 crore in revenue generation.
- Developed and delivered a gamified consultative sales training program, training 70-80 new hires and boosting team performance.
- Championed a data-centric performance management system, streamlining team productivity, communication, and collaboration.
- Transformed Byjus Tuition Center-Velachery into a top performing center, achieving profitability within a short timeframe and establishing it as a benchmark for success in the Tamil Nadu region.
Business Development Associate
Think and Learn Pvt. Ltd.- Byjus The Learning App
Chennai
01.2021 - 07.2022
- SPOC for a team of 4 Handled sales of K3, K9 segment and K12 segments
- Reached out to potential customers via telephone, email and in-person inquiries
- Completed daily cold calling and outreach to build the sales pipeline
- Answered inbound telephone calls from interested customers to persuasively discuss offerings
- Opened new accounts and documented personal, demographic and making processing easier for customers
- Top performer in closing deals consistently producing revenue of 65 Lakhs in 1 Year and 2 months
- Recognized for outstanding professional acumen by collaborating with clients to assess individual requirements and developing strategic solutions
Education
B.Tech. - Electronics and Communication
Anand Institute Of Higher Technology
ChennaiSkills
- Account Management
- Customer retention & Customer advocacy
- Training and mentoring
- Proficient in Salesforce(CRM), Sheets, leadsquared & ITSM
- Stakeholder management
- Product demonstration
- Research and due diligence
- Records management
- Report analysis
- Customer onboarding
- Customer Relationship Management
- Negotiation
- Lead Generation
- Accountability & Ownership
- Cold Calling
Accomplishments
Quickly developed strong expertise in ITSM solutions and helped drive over 80% product adoption across managed accounts through proactive customer engagement and product guidance. This also contributed to improved customer retention, churn reversal, and win-back efforts, leading to recognition as “CSM of the Quarter.”
LANGUAGES
English
Tamil
Timeline
Customer Success Manager
Freshworks
06.2024 - Current
Centre Sales Manager
Think and Learn Pvt Ltd
07.2022 - 04.2024
Business Development Associate
Think and Learn Pvt. Ltd.- Byjus The Learning App
01.2021 - 07.2022
B.Tech. - Electronics and Communication
Anand Institute Of Higher Technology
Badminton, Gym and Web Series
Balancing life between badminton rallies, gym reps, and “just one more episode” moments.