Shyam Acharya
Customer Success | Leadership | Account Management
- Role
- Strategic Customer Success Manager at Freshworks
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
Experience
Strategic Customer Success Manager
May 2025 — Present · Bengaluru, IN
Manage a portfolio worth $2.7M ARR, nurturing strategic accounts to drive revenue retention and net expansion-Lead end-to-end customer lifecycle—including product adoption, renewal, and expansion—for high-value clients, ensuring business outcomes align with customer goals-Proactively identify growth opportunities, spearheading upsell and cross-sell initiatives that contribute to consistent portfolio expansion and increased customer lifetime value-Execute quarterly/executive business reviews, success plans, provide best practices, and deliver actionable insights to stakeholders, elevating product adoption and mitigating churn-Collaborate cross-functionally with Sales, Product, and Engineering teams to advocate for customer needs and influence product roadmap decisions-Serve as a strategic advisor, translating customer challenges into tailored solutions using data-driven insights and process optimization-Maintain churn rates below industry benchmarks by implementing targeted retention programs and personalized engagement strategies-Track and report key performance metrics (e.g, NPS, activation rates, monthly usage) to demonstrate value, guide success planning, and forecast renewal likelihood-Recognized for building strong client relationships, securing testimonials and case studies, and cultivating customer advocacy within the portfolio.
Education
Jain (Deemed-to-be University)
Master of Business Administration - MBA, Marketing and Finance
2015 — 2017
PeopleTree Education Society
Bachelor of Business Administration - BBA, Business Administration and Management, General
2011 — 2013
Skills
- Business Development
- Management
- Teamwork
- Team Management
- Social Media
- Leadership
- Customer Relationship Management (Crm)
- Public Speaking
- Customer Service
- Marketing Strategy
- Project Management
- Marketing
- Business Strategy
- Research
- Microsoft Powerpoint
- Market Research
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