Gautham R Vishwanath
Manager - Customer Success
Bengaluru
Summary
Self-driven and results-oriented professional with over 10 years of experience across Customer Success, Pre-Sales, Implementation, and Support functions. Known for exceptional diligence, ownership, and a proven ability to align business goals with customer needs. Adept at building and leading teams, driving retention and adoption strategies, and managing global portfolios across SMB, Mid-Market, and Enterprise tiers.
Overview
12
12
years of professional experience
5
5
Languages
Work History
Manager - Customer Success
Freshworks
01.2023 - Current
- Leading Customer Success operations for the European market, managing a $26M portfolio across Helpdesk, CRM, ITSM, and HRMS products.
- Spearheading strategies for retention, adoption, engagement, and advocacy.
- Managing a 15-member team, defining charters, and fostering individual growth.
Lead - Customer Success & Support
Freshworks
06.2019 - 12.2022
- Scaled Freshteam (HRMS/ATS) product from inception to $5M ARR and 3,000+ paying customers within 3 years.
- Built a team from 3 to 40, directly managing 13 team members across Success and Support.
- Reduced average email response times from 14 hours to 4 hours; improved chat response time from 20 minutes to 15 seconds.
- Segmented accounts into high-touch and low-touch models to optimize retention and engagement strategies.
- Program-managed health score implementations to monitor adoption and strategize growth opportunities.
Senior Product Consultant
Freshworks
01.2017 - 06.2019
- Collaborated with Sales teams to identify business opportunities and convert prospects into customers.
- Delivered tailored product demonstrations and proof-of-concept integrations.
- Provided technical mentorship and enhanced compliance with information security protocols.
Senior Associate Consultant
Ramco Systems
06.2014 - 12.2016
- Implemented End to End HCM/HRMS solutions for clients, including organizational modeling, payroll, performance management, and statutory systems.
- Acted as the primary client interface, gathering requirements and bridging gaps with technical teams.
- Key projects: HCL (Noida), Manipal Hospitals (India & Malaysia), GRT Jewellers (Chennai).
Business Analyst
Kaspon Techworks Pvt. Ltd
07.2013 - 06.2014
- Collaborated with clients to define requirements and designed web and mobile applications.
- Key projects: ADP India (PF Trust Management), TVS Credit Systems (mobile app development).
Education
B.Tech - Electrical And Electronics Engineering
Amrita College of Engineering
Coimbatore 04.2001 -
Skills
- Strategic Planning & Execution
- Customer Relationship Management
- Value-Based Selling
- Team Building & Mentorship
- Product Demonstration & Implementation
- Data-Driven Insights & Reporting
- Multi-Regional Portfolio Management
Accomplishments
- Drove a 65% improvement in response times through process optimization.
- Delivered personalized engagement strategies for top-tier clients, influencing product roadmaps.
- Successfully led multi-country implementations and on-site client interactions.
Timeline
Manager - Customer Success
Freshworks
01.2023 - Current
Lead - Customer Success & Support
Freshworks
06.2019 - 12.2022
Senior Product Consultant
Freshworks
01.2017 - 06.2019
Senior Associate Consultant
Ramco Systems
06.2014 - 12.2016
Business Analyst
Kaspon Techworks Pvt. Ltd
07.2013 - 06.2014
B.Tech - Electrical And Electronics Engineering
Amrita College of Engineering
04.2001 -
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