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HAMMAAD MOHAMMED. C
Customer Success Manager
Bengaluru,Karnataka
Work Preference
Summary
Results-driven Customer Success Manager specializing in enterprise SaaS account management and a $3M+ portfolio. Skilled in stakeholder engagement and executive relationship building, ensuring optimal customer outcomes through effective escalation handling. Expertise in leading onboarding and implementation processes, user acceptance testing, and driving customer adoption initiatives.
Overview
10
10
years of professional experience
Work History
Lead - Customer Success
Freshworks
Bengaluru
06.2023 - Current
- Managed enterprise portfolio exceeding $3 million across ASEAN, Middle East enhancing net revenue retention through proactive account planning.
- Executed regional renewal forecasting and coordinated multi-team strategies to mitigate churn and secure high-stakes renewals.
- Led executive business reviews with key leadership stakeholders, ensuring alignment of software capabilities with strategic objectives.
- Directed cross-functional teams to resolve critical technical escalations, successfully recovering at-risk revenue.
Senior Onboarding Specialist
Freshworks
Bengaluru
01.2020 - 06.2023
- Led end-to-end software implementations for strategic accounts, translating complex business requirements into deployable solutions.
- Orchestrated technical integrations and data migrations, facilitating collaboration among client developers, partners, and internal product teams.
- Managed user acceptance testing (UAT) to ensure seamless go-live transitions and promptly resolved critical technical issues.
Product Specialist
Freshworks
Chennai
01.2017 - 01.2020
- Delivered omnichannel technical support (phone, email, chat) for Freshdesk platform across USA, UK, Europe, and Australia, enhancing customer satisfaction.
- Ensured complete resolution of complex customer tickets through end-to-end ownership, improving support efficiency.
- Facilitated communication between customers and L2 engineering teams as primary escalation liaison, accelerating troubleshooting and bug fixes.
Technical Support Engineer
CSS Corp
Chennai
12.2015 - 12.2016
- Provided technical phone support to US customers, troubleshooting and resolving complex issues for Voyage VOIP service.
- Diagnosed software and hardware problems for diverse client systems.
- Handled high-volume inbound calls, emphasizing exceptional customer experiences and achieving First Call Resolution (FCR).
Education
B.E - ECE
Anna University
Chennai08-2015
Skills
- Customer Relationship Management
- Net Revenue Retention (NRR)
- Strategic Account Management
- Quarterly Business Reviews (QBRs)
- Customer Onboarding
- Product Adoption
- Technical Account Management
- Cloud-based Solutions
- Cross-functional Collaboration
- Customer Advocacy
- Renewal and Churn Management
Strengths
- Expert, Customer Engagement
- Skillful, Leadership Skills
- Experienced, Project Management Skills
- Experienced, Problem Solving Skills
- Expert, Multitasking Skills
- Expert, Customer Retention
Accomplishments
- Churn Mitigation Champion Award - Q2'25
Timeline
Lead - Customer Success
Freshworks
06.2023 - Current
Senior Onboarding Specialist
Freshworks
01.2020 - 06.2023
Product Specialist
Freshworks
01.2017 - 01.2020
Technical Support Engineer
CSS Corp
12.2015 - 12.2016
B.E - ECE
Anna University