Vikgnesh Sampath

About Vikgnesh Sampath

Post Sales leader with a proven track record of leading and scaling Enterprise and Mid-Market organizations across the Americas, owning portfolios of up to $70M ARR and supporting 200+ large enterprise customers. Expert in designing enterprise customer journeys, early-risk detection programs, and KPI-driven operating models that drive 115%+ net dollar retention and sustained year-over-year growth.Known for strong cross-functional executive leadership across Product, Sales, Marketing, Support, and Engineering, serving as the primary escalation owner for complex enterprise accounts, and building high-performing senior CS teams that deliver measurable adoption, expansion, and long-term customer value.With a strong foundation in solution engineering, I bring a 360° view of the customer journey—from acquisition to expansion. I thrive in fast-paced, insights-led environments where innovation, customer empathy, and execution converge.At my core, I’m passionate about building customer-centric cultures, developing future CS leaders, and turning customer success into a revenue-generating function.

Experience

1. Regional Head- Customer Success

   Freshworks

   Jan 2022 — Present · Seattle, WA, US

   Led and scaled Americas Customer Success organizations across Enterprise and Mid-Market, owning portfolios of up to $70M ARR and supporting 200+ Large enterprise customers; previously led North America Mid-Market CS with $35M ARR, supporting customers in Mid-Market, managing 30+ CSMs and 3 Regional Managers.Designed and operationalized the enterprise customer journey and strategic engagement model, enabling proactive risk identification, accelerated issue resolution, increased product adoption, and consistent value realization across large, complex accounts.Launched and led an Early Warning Response (EWR) program, partnering with internal executives to surface risks early, prioritize resources, and resolve customer issues before renewal impact.Drove cross-functional executive alignment with Product, Sales, Support, Marketing, and Engineering to ensure customer goals were embedded into roadmap discussions, execution priorities, and long-term partnership strategy.Served as the executive escalation owner for high-impact customer situations, leading complex, time-sensitive resolutions that protected revenue, restored confidence, and strengthened executive relationships.Built and scaled a data-driven KPI framework covering health scoring, adoption, engagement, and renewal forecasting Consistently delivered over 115% NDR year-over-year book of business growth for three consecutive years, driven by improved adoption, expansion readiness, and executive engagement.Generated ~$1M in expansion pipeline in 2024 through close collaboration with Sales and Marketing on value-based conversations, renewal planning, and targeted growth motions.Built, hired, and developed senior CSM talent, mentoring leaders on enterprise value storytelling, executive presence, and industry trends; partnered with Enablement to ensure teams remained technically and commercially relevant.

Education

• Amrita School of Engineering

  Bachelor’s Degree, Electrical and Electronics Engineering

  2007 — 2009

• IAE Bordeaux

  Master of Business Administration - MBA

  2015 — 2015

• Padma Seshadhri Bala Bhavan Senior Secondary School, Chennai

  High School, Computer Science

  1992 — 2007

• IAE Bordeaux

  Master of Business Administration (MBA), Business Administration and Management, General

  2016 — 2016

• Dr M G R Educational and Research Institute

  Bachelor's Degree, Electrical and Electronics Engineering

  2009 — 2011

• Great Lakes Institute of Management

  PGPM, Business Administration and Management, General

  2015 — 2016

Skills

• R
• Market Research
• Javascript
• Pre-Sales
• Account Management
• Business Analytics
• Management Consulting
• Software Development
• Tableau
• Data Visualization
• Business Development
• C++
• Business Analysis
• Requirements Analysis
• Microsoft Office
• Team Leadership
• Project Management
• C
• Team Management
• Business Intelligence
• Analytics
• Business Strategy