Sidhant Sid M.

About Sidhant Sid M.

As a passionate Customer Success and Customer Experience Manager, I help companies not just retain customers — but turn them into lifelong advocates.With over 11 years of experience leading customer-centric teams across SaaS and service-based organizations, I specialize in building strategies that drive adoption, optimize customer journeys, and deliver measurable growth.My approach combines operational excellence with empathetic leadership. I believe that a great customer experience isn’t just reactive support — it’s a proactive, strategic partnership that fuels business transformation.Key areas of focus include:Customer Retention & Revenue GrowthCustomer Journey Mapping & Experience DesignLeadership and Team DevelopmentData-Driven Customer Success StrategiesI\'m passionate about sharing insights on leadership, customer success best practices, and professional growth.Currently open to connecting with forward-thinking leaders, recruiters, event organizers, and brands looking for speakers, collaborators, or leadership candidates. Let’s connect and create meaningful impact together.

Experience

1. Customer Success Specialist

   Freshworks

   Dec 2020 — Present

   Manage a portfolio of high-revenue, long-term clients to ensure the success of the marketing automation platform Build strong client relationships to nurture long-term growth and confidence in product.Being proficient in SaaS (Software as a Service), CRM tools, ITSM - Freshservice, Marketing Automation, Webinars, and other available resources to assist accounts.Collaborate with product development and sales teams to identify areas of need for upsell/cross-sell opportunities.Maintain over 140 customer accounts and manage a rotating portfolio of new clients to ensure a successful implementation and application of software.Cultivated relationships with clients, which led to a 98% retention rate for customers in the accounts that I managed.Perform QBR and MBR’s account reviews to ensure clients are meeting goals and make recommendations to improve metrics.Meeting quarterly goals in upsells and other metrics.Successfully optimized customer satisfaction metrics with custom strategies & and activities, increasing NPS score by 27%Listened to client feedback to identify different market trends and help product management develop road maps that lead to success.

Education

• Biju Pattnaik University of Technology

  Bachelor's Degree, Computer Science Engineering

  2009 — 2013

• Stewart Science School

  High School, Science

  2007 — 2009