Manage strategic customer relationships throughout post-sales lifecycle.
Drive product adoption and customer health for Freshservice (EX/ITSM).
Build trusted relationships with IT leaders and executives via reviews.
Proactively identify risks, develop success plans, and improve retention.
Partner with Account Managers to identify expansion opportunities and maximize value.
Collaborate with cross-functional teams to resolve customer issues.

🎯 Requirements

7+ years in Customer Success, TAM, or Account Management (SaaS).
Experience managing enterprise portfolios across ANZ, APMEA, or India.
Strong understanding of ITSM, Employee Experience, or enterprise SaaS solutions.
Proven ability to drive adoption, renewals, retention, and executive engagement.
Excellent communication, relationship management, and problem solving.
Experience with CRM (Salesforce preferred) and ITIL/ITSM tools like Freshservice.

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