Summary
Overview
Work History
Education
Skills
Website/Profile
Accomplishments
Affiliations
Timeline
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NAVANEETH SRIVATSAN

NAVANEETH SRIVATSAN

Chennai

Summary

Customer Success Manager with 5+ years of experience, passionate about driving customer retention, expansion, and advocacy. Skilled in building strong, value-driven relationships and ensuring product adoption, I have a proven track record of mitigating churn and fostering long-term customer engagement. My expertise lies in delivering tailored customer success strategies that drive measurable business growth.

Overview

5
5
years of professional experience

Work History

Customer Success Specialist

Freshworks Technologies
Chennai
04.2024 - Current
  • Managing a portfolio of mid-market clients primarily in the UK & I region, driving product adoption and identifying expansion opportunities in CX and EX products to ensure customer success and growth.
  • Building and maintaining relationships with C-level stakeholders, leading business reviews, and developing success plans that align with customer goals and increase product adoption.
  • Identifying and engaging decision-makers within customer organizations to uncover cross-sell and upsell opportunities, driving account growth and long-term success.
  • Analyzing customer health metrics to proactively address churn risks, resolving concerns and fostering long-term relationships by developing customer champions and advocates.
  • Leading onboarding processes, optimizing product usage, and identifying gaps to enhance value, while overseeing the entire customer lifecycle, ensuring renewals and expansion opportunities.
  • Continuously refining internal processes and customer success initiatives to improve service delivery, efficiency, and overall customer satisfaction.

Product Specialist

Freshworks Technologies
Chennai
06.2022 - 04.2024
  • Solely managing US-based clients for Freshteam by providing end-to-end technical support via calls, emails, and chat, ensuring seamless product usage and high customer satisfaction.
  • Driving product adoption by analyzing customer usage patterns, conducting technical demos, and proactively engaging with at-risk customers to minimize churn and enhance product engagement.
  • Leading the analysis of team performance through customer feedback (CSATs & DSATs), providing actionable insights to improve service quality, and reducing L1 ticket trends by updating the support handbook.
  • Actively participating in the escalation process, documenting critical issues, and driving resolutions, while engaging with customers through regular reviews to ensure alignment with goals and maximize product value.

Product Consultant

Unleash Networks
Chennai
01.2020 - 05.2022
  • Providing 360-degree remote technical assistance and troubleshooting support to customers, ensuring timely resolution of issues and effective product usage.
  • Analyzing customer issues, preparing solutions, and delivering after-hours support on a rotating basis, adhering to Customer Care After-Hour procedures.
  • Testing product build releases, implementing updates on the website, and issuing product licenses to new and existing clients.
  • Writing client-specific Shell Scripts for task automation and integration, and creating professional demo videos using tools like Camtasia to showcase product features.

Education

Bachelor of Engineering - Electrical & Electronics Engineering

Sairam Institute of Technology
Chennai
04-2019

Skills

  • Customer segmentation
  • Customer onboarding
  • Technical troubleshooting
  • Complaint handling
  • Subject matter expertise
  • Content curation

Website/Profile

https://www.linkedin.com/in/navaneeth-srivatsan/

Accomplishments

  • Outstanding Retention Award for achieving a retention target of 140% in Q3'24
  • Rising Star Award for excellence in North Star Metrics in Q3'22

Affiliations

  • Public Relations Manager at TEDx SriSairamIT-2018
  • Student Representative – Department of EEE, Sairam Institute of Technology, Chennai
  • Alumni & Department Advisory Board Member, Department of EEE, Sairam Institute of Technology, Chennai

Timeline

Customer Success Specialist

Freshworks Technologies
04.2024 - Current

Product Specialist

Freshworks Technologies
06.2022 - 04.2024

Product Consultant

Unleash Networks
01.2020 - 05.2022

Bachelor of Engineering - Electrical & Electronics Engineering

Sairam Institute of Technology

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NAVANEETH SRIVATSAN