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Kamali Kannan

Customer Success Manager | SaaS | QBRs | Customer Retention | Strategic Relationship Management

Chennai

7+ years of work experience

Freshworks
Jan 20251 yr 7 mosPresent

Freshworks
Jan 20251 yr 7 mosPresent

Managed a portfolio of $2M ARR Mid-Market customer accounts, driving renewals, retention, product adoption, account growth, and long-term customer success strategies. Monitored customer health metrics and renewal risks proactively, enabling early intervention strategies that improved retention outcomes and strengthened long-term customer value realization. Drove 97% customer retention through proactive lifecycle management, customer health monitoring, churn reduction initiatives, and value-driven engagement strategies. Turned revenue from -$1.5M to +$1M within 5 months by launching a high-value customer program for $100K+ accounts through executive stakeholder engagement, strategic reviews, and premium support initiatives. Conducted Executive Business Reviews (QBRs/MBRs) with Mid-Market stakeholders to demonstrate ROI, strengthen executive relationships, improve customer advocacy, and increase engagement by 25%. Delivered customer success initiatives contributing to USD 137K annual customer savings through workflow optimization, increased feature adoption, and strong value realization strategies. Identified expansion opportunities and executed consultative account growth strategies, driving a 30% increase in upsell revenue through value-based solution positioning and adoption strategy planning.
Freshworks
Mar 20233 yrs 3 mosMay 2026

Chennai, Tamil Nadu, India

Emceed every team events, including Rewards & Recognition ceremony and an ICG event in Chennai Team Engagement Initiatives & Event Hosting Voice of the Team
Amazon
Jun 20193 yrs 5 mosOct 2022

Coimbatore, Tamil Nadu, India

Education

B.E., , Electrical, Electronics and Communications Engineering

P.S.N.A. College of Engineering and Technology, Dindigul

20154 yrs2019
psna college of engineering and technology

Bachelor of Engineering, Electrical, Electronics and Communications Engineering

psna college of engineering and technology

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Headline

Customer Success Manager | SaaS | QBRs | Customer Retention | Strategic Relationship Management

About

I am a Customer Success professional with 7+ years of experience in SaaS, focused on customer retention, product adoption, renewals, and relationship management. Currently at Freshworks, driving long-term customer value through proactive engagement and strategic account management. Consistently achieved 97%+ retention while contributing to expansion and customer growth initiatives. Strong collaborator with cross-functional teams and passionate about customer experience. Also experienced in hosting team award ceremonies and ICG events, showcasing communication and leadership skills.

Location

Chennai

Work experience

Senior Customer Success Manager at Freshworks, Jan 2025 - Present · 1 yr 7 mos

Customer Success Specialist at Freshworks, Jan 2025 - Present · 1 yr 7 mos, Managed a portfolio of $2M ARR Mid-Market customer accounts, driving renewals, retention, product adoption, account growth, and long-term customer success strategies. Monitored customer health metrics and renewal risks proactively, enabling early intervention strategies that improved retention outcomes and strengthened long-term customer value realization. Drove 97% customer retention through proactive lifecycle management, customer health monitoring, churn reduction initiatives, and value-driven engagement strategies. Turned revenue from -$1.5M to +$1M within 5 months by launching a high-value customer program for $100K+ accounts through executive stakeholder engagement, strategic reviews, and premium support initiatives. Conducted Executive Business Reviews (QBRs/MBRs) with Mid-Market stakeholders to demonstrate ROI, strengthen executive relationships, improve customer advocacy, and increase engagement by 25%. Delivered customer success initiatives contributing to USD 137K annual customer savings through workflow optimization, increased feature adoption, and strong value realization strategies. Identified expansion opportunities and executed consultative account growth strategies, driving a 30% increase in upsell revenue through value-based solution positioning and adoption strategy planning.

Event Planning & Chief Fun Officer at Freshworks, Mar 2023 - May 2026 · 3 yrs 3 mos, Chennai, Tamil Nadu, India, Emceed every team events, including Rewards & Recognition ceremony and an ICG event in Chennai Team Engagement Initiatives & Event Hosting Voice of the Team

Customer Service Associate at Amazon, Jun 2019 - Oct 2022 · 3 yrs 5 mos, Coimbatore, Tamil Nadu, India

Education

B.E., , Electrical, Electronics and Communications Engineering, P.S.N.A. College of Engineering and Technology, Dindigul

Bachelor of Engineering, Electrical, Electronics and Communications Engineering, psna college of engineering and technology

Kamali Kannan - Senior Customer Success Manager in Chennai | Tal