S. Karthick
Customer Success Manager
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About
Customer Success Manager with 15+ years of customer-facing experience, including extensive B2B SaaS experience across Enterprise Customer Success, Strategic Account Management, onboarding, adoption, renewals, retention, and revenue expansion. Proven track record managing enterprise and mid-market portfolios with approximately $1M+ ARR, achieving 95%+ retention, improving customer satisfaction by 25%, and contributing 20% account expansion revenue through upselling and cross-selling. Experienced in Customer Success Plans, customer health, QBRs/MBRs, churn prevention, value realization, executive stakeholder engagement, and cross-functional collaboration across global markets.
Experience
Customer Success Manager at Freightoscope (2026-03 – 2026-05)
Position Impacted By Company Restructuring. Owned post-sales customer success for enterprise Freight Management SaaS customers across onboarding, adoption, retention, renewals, and value realization.
- Managed approximately $1M ARR using usage analytics and customer health indicators to prioritize adoption, business outcomes, and renewal risk.
- Built Customer Success Plans and conducted MBRs/QBRs aligned with customer KPIs and executive priorities.
- Used Jira to coordinate customer issues with Product, Engineering, and Support; proactively identified churn risks and partnered with Sales on expansion opportunities.
Customer Success Manager at Wondersoft Private Limited (2025-08 – 2025-12)
Owned the enterprise SaaS customer lifecycle from onboarding and implementation through adoption, value realization, and renewal.
- Supported approximately $1M ARR through structured engagement and success planning; reduced churn risk through customer health monitoring and proactive mitigation.
- Improved adoption through onboarding, enablement, and training; conducted QBRs with executive stakeholders.
- Partnered with Sales on upsell/cross-sell opportunities and Product teams to convert customer feedback into improvements.
Customer Success at Freightify Solutions India Pvt Ltd (2022-01 – 2025-07)
Managed 75+ enterprise and mid-market SaaS customers across Europe and APAC, owning approximately $0.75M ARR and renewal targets.
- Achieved 95%+ customer retention through proactive engagement, customer health monitoring, Success Plans, and renewal-risk management.
- Used HubSpot, Rocketlane, Freshdesk, Zoho Desk, and Jira across customer lifecycle, onboarding, service management, and cross-functional issue resolution.
- Contributed 20% account expansion revenue through targeted upsell/cross-sell initiatives based on adoption and business priorities.
- Improved customer satisfaction by 25% through QBRs, executive engagement, customer advocacy, and action-plan follow-through.
- Reactivated dormant accounts using adoption campaigns and health signals; secured 20+ verified customer testimonials.
Customer Success Specialist at MDnD Entertainment Pvt Ltd (2019-03 – 2022-01)
- Managed inbound and outbound customer communications to drive timely issue resolution and consistent customer experience.
- Liaised between customers and internal technical teams to coordinate issues through resolution and maintained customer records and management reports.
Senior Support Executive at Eventus Software Pvt Ltd (2015-02 – 2019-02)
Managed customer support operations and issue resolution across multiple communication channels.
- Coordinated with technical teams to maintain SLA adherence and timely issue closure; maintained customer records and management reports.
Support Executive at Royal Bank of Scotland (2011-01 – 2014-05)
Supported CTS and ECS banking operations including verification, processing, reporting, and coordination with client service teams.
- Provided operational support focused on accuracy, timely processing, and service continuity.
Education
Bachelor of Commerce in B.Com – Patrician College of Arts & Science
