Mani Bharathi
Customer Success @ Freshworks | Handling Digital SMB customers of $2.5M ARR in NA | Retention & Upsell Champion of Q3’25 |
- Role
- Customer Success Manager at Freshworks
- Location
- Chennai, TN, IN
- LinkedIn followers
- 500 followers
About Mani Bharathi
VIT Alumnus with an Engineering background in Bachelors and Masters.Start up Enthusiast craving to solve some real life challenging problems.Made my hands dirty working with a Chennai based early stage bootstrapped SaaS Start-up from scratch in the areas of Customer Relationship Management, Customer Success, Customer Onboarding, Churn reduction, Customer Experience and Customer Operations.An active Lions Club member holding the position of District Chairperson handling various portfolio volunteering for the past 7+ years contributing to networking, leadership and membership experience in Lions District 324 H.
Experience
Customer Success Manager
May 2023 — Present · Chennai, IN
As a CSM, I handle SMB customers of employee size between 1 - 500 employees, with around 400+ accounts in my portfolio of MRR ranging between $500 -$1500 contributing to an ARR of $2.5M.Key Contributions - 1. Customer Champion of the Q4 - 2023 for saving more dollar value of customers who had already churned.2. Customer Engagement Champion of Q1 - 2024 for ending up with least customer churn retaining maximum dollar value of customers during this period with a churn attainment of 110%.3. Raffle Award Winner June 2024 for contributing to the internal business process for the billing department on the process improvements.Responsibilities: 1. The primary role is to engage with all the customers in my portfolio every quarter to ensure that all their concerns are addressed. Engagement rate at 75% of customers in my portfolio.2. Identifying the churn risk customers with the above engagement programs & de-risk them with internal cross team collaboration & address customer concerns.3. Conduct Quarterly Business Reviews with the customers to show them the value they get out of the product.4. Conduct Product Consultation calls with the customers at least once a year to show them their adoption level & performance score and show case the features which they are not utilising currently and drive adoption of the customers.5. Winback customers using churn win back techniques & strategies including complimentary product implementation offerings, solving technical and billing concerns with cross functional team collaboration, offering credits, org policies.6. Identify upsell & cross sell opportunities and offer demos to the customer & collaborate with the counterpart Account Management team to close the deal.Apart from the above assisted in Process onboarding of New Hires, Driving team in meeting their monthly targets by identifying the gap to goal and reporting it to the higher ups on a daily basis, Leading a 3 membered POD in NA West region & assisting fellow CSMs.
Education
Vellore Institute of Technology
Master of Technology (M.Tech.), Communication Engineering
2014 — 2016
Vellore Institute of Technology
Bachelor of Technology (B.Tech.), Electronics and Communications Engineering
2009 — 2013
Skills
- Matlab
- Awr Microwave Office
- Sql
- Strategic Planning
- C++
- Business Analysis
- Blogging
- Software as a Service (Saas)
- Customer Satisfaction
- Technical Writing
- Html
- Presentation Skills
- C
- Microsoft Office
- User Experience
- Marketing Strategy
- Public Speaking
- Early-Stage Startups
- Team Leadership
- Wordpress
- Microsoft Excel
- Photoshop
- Qualnet
- Short Films
- Content Wr
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