Customer Success Management @ Freshworks Freshthoughts

Managing customers has changed significantly over the past decade and we've come to believe that retaining them has become one of the most crucial aspects of Customer Success. In this edition of Freshthoughts, Kalyanaraman Parthasarathi, Director Customer Success Management, Freshworks and I have a chat on the importance of Customer Success in an organization. He gets to the root of the matter and gives us insights on "why CSM matters?” and how Customer Success has evolved in the SaaS industry. He also contextualizes it to Freshworks and throws light on our "being a friend to our customer" philosophy. We also touch upon topics revolving engaging with customers and being available when we're needed, reducing churn and driving revenue. It is a great Podcast for anyone who works with customers day in and out!