Srihari Jagannathan

About Srihari Jagannathan

I am a Customer Success leader with 13 years of experience helping mid-market and enterprise customers adopt and scale SaaS and AI products across India, the UK, EMEA, and North America. My work has focused on enterprise onboarding, product adoption, CS operations, and executive engagement in large, complex customer environments.At S&P Global, I worked on Customer Success strategy and operations supporting an organization serving over 1,200 enterprise customers. I helped design tiered coverage models, health scoring frameworks, and automation programs that improved SLA performance and supported renewal and expansion outcomes at scale. This role gave me strong exposure to how large CS organizations operate and how process, tooling, and data directly impact customer experience and retention.Before that, at Freshworks, I led enterprise Customer Success and Solution Engineering teams across India and the UK. I managed a $5M+ ARR portfolio and consistently drove strong retention and expansion through structured adoption programs, executive business reviews, and value-based success planning. I also worked closely with sales and product teams to ensure customers were realizing measurable business outcomes, not just using features.Across roles, I have focused on building multi-stakeholder relationships, creating repeatable success playbooks, and helping teams move from reactive support to proactive value delivery. I bring strong technical fluency across enterprise SaaS, workflows, and AI-enabled automation, paired with a practical, customer-first mindset.I enjoy working with teams that care about long-term customer partnerships and building scalable Customer Success programs that drive retention, expansion, and real business impact.

Experience

1. Director of Growth

   Saasgenie

   Oct 2024 — Present · Chennai, IN

   At saasgenie, we help enterprises transform their ITSM and CX faster and at lower cost. We are an intelligent delivery organization building AI-powered accelerators for next-generation delivery.Key Highlights:Scaled website impressions from 0 to 125K organically through a focused AEO and SEO content strategy.Leveraged AI tools to automate content at scale without increasing headcount.Improved organic search visibility by 28% QoQ.Designed and executed the website strategy to power inbound demand generation.Built GTM playbooks that generated a 110% ROI through inbound channels with a 3-member team.Grew brand presence on social media from 400 to followers in under 6 months, with over 20% of the audience being ICP decision-makers.Currently developing a scalable outbound motion to accelerate pipeline generation.

Education

• Easwari Engineering College(SRM Group)

  Bachelor of Engineering - BE, Electroni

  2008 — 2012

• MICA | The School of Ideas

  Post Graduate Diploma in Advertisement Management and Public Relations, Public Relations, Advertising, and Applied Communication

  2017 — 2018