Customer Success Manager

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Position Overview

Customer Success Manager (CSM)

Key Responsibilities

• Develop and maintain strong, trust-based relationships with key customer accounts to ensure satisfaction and retention. 
• Act as the primary point of contact for assigned clients—overseeing renewals, and ongoing success initiatives. 
• Identify and pursue opportunities for

  cross-selling and up-selling

  , including Hectae’s

  MSP services

  and Freshworks product suite. 
• Collaborate closely with clients to understand their goals, pain points, and operational needs, and align solutions accordingly. 
• Work with cross-functional teams—Sales, Product, Marketing, and Support—to deliver seamless customer experiences. 
• Monitor account health, usage trends, and feedback to proactively address risks and maximize customer value. 
• Build and manage a robust account pipeline with accurate forecasting and reporting. 
• Stay up to date on Freshworks product enhancements, new features, and industry trends to advise customers effectively. 

Requirements

• Minimum

  3+ years of experience

  in

  Customer Success, Account Management, or IT/SaaS Sales

  . 
• Proven track record of managing enterprise or key accounts and achieving retention and growth goals. 
• Strong written and verbal communication skills, with the ability to simplify complex concepts for diverse audiences. 
• Self-starter with strong organizational and relationship management skills. 
• Ability to report and share client status updates on predefined intervals. 
• Experience with

  Freshworks products

  (Freshservice, Freshdesk, Freshsales, etc.) is a

  strong plus

  . 

Why Join Hectae

premium Freshworks partner

Join us in redefining how companies connect, serve, and grow with their customers.