Antony Jebamalai

About Antony Jebamalai

The professional who converts customer churn to Advocacy into a scalable growth blueprint.With over 12 years in SaaS Sales and Customer Success leadership, my expertise lies in unlocking value from multi-million dollar customer portfolios. My career is defined by the commitment to building and guiding high-performing teams, particularly around the non-negotiable metric of ARR retention and expansion. I bring deep domain knowledge across BFSI, Retail, and IT Services, consistently transforming strategic insights into demonstrable commercial results.Currently, as the Regional Manager, Customer Success at Freshworks Inc, I oversee a $17M ARR portfolio in the Americas and guide an 11-member team. My work is less about passive management and more about engineering success: consecutive quarters of exceeding retention targets, including 112% retention in 2024, demonstrate this capability. This success is underpinned by architecting predictive Customer Health Scoring models and implementing targeted churn reduction blueprints.Signature Capabilities & Achievements Retention Excellence: Maintained 11 consecutive quarters of exceeding retention targets, including achieving 112% retention in 2024. Operational Scaling: Developed and rolled out Customer Success playbooks that reduced CSM ramp-up time by 75%. Crisis Resolution: Stepped in to resolve high-stakes escalations due to mis-sold products, securing full retention and restoring customer trust in high-risk accounts. Process Innovation: Built a churn-prediction framework analyzing ticket history and behavior signals, enabling early intervention and reducing risk. Executive Consulting: I execute numerous QBRs/EBRs quarterly, ensuring the dialogue with C-suite translates product adoption into measurable business outcomes. Commercial Foundation: Set the internal record for the highest deals closed in 2020 through strategic outbound prospecting and account mapping during my sales tenure.I am personally driven by the opportunity to build robust, future-proof Customer Success organizations that transform customer experience from a cost center into a powerful, predictable engine for business growth. I am always looking forward to connecting with leaders focused on scaling their commercial presence through intelligent retention and expansion strategies.

Experience

1. Regional Manager - Customer Success

   Freshworks

   Jun 2024 — Present

   Scaled & mentored from 5 to 11-person, high-performing CS function spanning multiple locations across North and South America. Covering the SMB and Commercial segments, I didn\'t just add headcount. I rebuilt how the team operated from the ground up. New playbooks. New executive engagement frameworks. The kind of infrastructure that turns a reactive team into a proactive one and buit process for the pooled model accounts. for the low MRR accounts.The numbers back it up:$20M ARR under management, 104% net retention in 2025, and not a single quarter below target.I operate with one core belief, customer outcomes and revenue are not separate conversations. When customers win, the business wins. My job is to make sure that connection is visible, measurable, and repeatable.What I\'ve delivered:Scaled the CS team from 5 → 11 across North & South America, owning an $20M ARR portfolio in the SMB and Commercial segments.104% net retention in 2025, with consecutive quarters above benchmark.Built predictive health score models that got ahead of churn before it happenedCreated onboarding and adoption playbooks that slashed CSM ramp-up time by 75%Delivered 20+ QBRs Ourcome driven per CSM quarterly, advising leaders on market trends.

Education

• Dr. M.G.R. Engineering College

  Bachelor of Technology (B.Tech.), Electrical and Electronics Engineering

  2007 — 2011

• Indian Institute of Planning and Management

  Post Graduate Diploma in Management and Entrepreneurship, Marketing

  2011 — 2013

Skills

• Strategy
• Management
• Team Building
• Team Management
• Product Management
• Training
• New Business Development
• Team Leadership
• Project Management
• Business Development
• Social Media Marketing
• Analytics
• Business Strategy
• Strategic Planning
• Business Planning
• Lead Generation
• Business Analysis
• Analysis
• B2b Marketing
• Pre-Sales
• Crm
• Cross-Functional Team Leadership
• Marketing Strategy
• Leadership
• Management Consulting
• Key Account Management
• Market Research
• International Marketing
• Marketing Communications