Enterprise Customer Success Manager at Freshworks

I turn signed contracts into renewed ones.

Five years in B2B SaaS across Freshworks, ZoomInfo and Kissflow. Today I own a 120-account enterprise portfolio across APAC and DACH, from onboarding through renewal and the expansion that follows.

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Lancia Joseph, Enterprise Customer Success Manager at Freshworks

Customer success is a retention job, not a relationship job.

I started in support at Kissflow, resolving 500+ tickets a year on a low-code workflow platform. That is an unglamorous place to begin and I would recommend it to anyone: you learn quickly that most churn is visible months before it happens, in the shape of the questions people stop asking.

From there I moved into implementation, 15+ end-to-end deployments across EMEA and APAC, then into account ownership at ZoomInfo, where I ran a $2.6M book of 50+ SMB and mid-market customers and grew revenue from it by 25%, about $620K. Today I am an Enterprise Customer Success Manager at Freshworks, holding 120 accounts across APAC and DACH at 92% gross retention against an 85% target.

The through-line is that I would rather find the churn signal in month two than fight it in month eleven. That means health reviews built on usage data rather than sentiment, business reviews framed in the customer's metrics rather than our feature list, and being early and specific with bad news. It is less charming than the relationship-first version of this job. It renews better.

Working across APAC, DACH and North America has made me good at the things distributed teams actually need: writing clearly enough that a decision survives a timezone, and knowing which conversations genuinely require everyone awake at once.

Based inChennai, India
TimezoneIST, UTC+5:30
EducationPGDM, LIBA
EnglishCambridge C1 Advanced

Five years, three companies, one direction.

Support, then implementation, then account ownership, then enterprise. Each step traded volume for depth.

FreshworksJune 2025 to present
Current

Enterprise Customer Success Manager

Enterprise segment, APAC and DACH. Freshdesk, Freshservice and Freddy AI.

  • Own a 120-account enterprise portfolio across APAC and DACH, delivering 92% gross retention against an 85% target, seven points above plan.
  • Closed 80 renewals and recovered five at-risk accounts through structured save plays and executive escalation.
  • Grew the book by 6.9% in expansion through cross-sell, seat growth, tier upgrades and add-on attach, sourced from usage and health signals rather than inbound requests.
  • Run quarterly executive business reviews with VP and Director-level IT stakeholders, framed on their service-desk outcomes rather than our feature usage.
  • Mentor new CSMs through onboarding and ramp, and own success playbooks and process documentation for the segment.
92%GRR
vs 85% target
120accounts
80renewals closed
5at-risk accounts recovered
6.9%
expansion, as a share of the book
ZoomInfoFebruary 2024 to February 2025

Customer Solution Analyst II

SMB and mid-market segment. APAC, EMEA and North America.

  • Grew revenue from an existing $2.6M book by 25%, roughly $620K in expansion ARR, through structured upsell and cross-sell built on usage evidence.
  • Managed 50+ accounts across three regions; data-driven success plans lifted CSAT from 3.9 to 4.3 in the first 90 days.
  • Onboarded 50+ new accounts, cutting time-to-value from 35 days to 25.
  • Built a quarterly Voice-of-Customer program across 100+ customers that turned feedback into 15+ shipped product enhancements.
+25%$620K
expansion on a $2.6M book
3.94.3
CSAT in 90 days
3525
days to value
15+enhancements shipped from 100+ voices
KissflowJanuary 2023 to February 2024

Product Consultant

Low-code workflow platform. EMEA and APAC. Promoted from Associate Product Consultant.

  • Sustained 95% logo retention and 5% churn across a 100+ client, $1.4M ARR portfolio in FY23, while cutting inbound support volume 10% and lifting CSAT 15%.
  • Led 15+ end-to-end implementations across EMEA and APAC, averaging $18K and up to $42K, from requirements through UAT, go-live and ongoing ownership.
  • Delivered integrations with Oracle NetSuite, Zapier, QuickBooks, Smartsheet and DocuSign.
95%logos
retained, FY23
15+implementations delivered
−10%support volume
+15%CSAT
KissflowJuly 2021 to January 2023

Associate Product Consultant

Customer support on a four-person team, via Intercom.

  • Resolved 500+ tickets at 4.25/5 CSAT, cutting average first response from 30 minutes to 10.
  • Surfaced 11 qualified upgrade signals out of support conversations and routed them to Sales. Support as a revenue channel, not only a cost centre.
  • Recognised with the Rockstar Rookie award (shortest resolution time, highest ticket volume) and Customer Comforter (relationship excellence).
30 min10 min
first response
4.25of 5
CSAT over 500+ tickets
11upgrade signals to Sales
2awards
Education and credentials
  • PGDM, Business AdministrationLoyola Institute of Business Administration, Chennai. Completed alongside full-time work.
    2022 to 2024
  • B.E. Electronics and Communication EngineeringLoyola-ICAM College of Engineering and Technology, Chennai.
    2017 to 2021
  • Cambridge English C1 Advanced
  • ZoomInfo Copilot Certified
  • Customer Service Foundations
  • Procurement Masterclass, Purchase-to-Pay
  • Google Fundamentals of Digital Marketing

Four things I believe about this job.

Churn is visible in month two.

By month eleven you are negotiating, not saving. I would rather spend the effort early, on usage data nobody is looking at yet.

A business review built on our metrics is a status update.

If the deck does not open with a number the customer's own leadership is measured on, it is not a business review.

Be early and specific with bad news.

Customers forgive problems. They do not forgive finding out late. The escalation you raise yourself costs a fraction of the one they raise.

Expansion is evidence, not enthusiasm.

The best upsells I have run started in a usage report, not a call script. If I cannot point at why they need it, I have not earned the conversation.

  • Salesforce
  • Freshdesk
  • Freshservice
  • Freddy AI
  • ZoomInfo
  • Outreach
  • Intercom
  • Kissflow
  • Oracle NetSuite
  • Zapier
  • DocuSign
  • Smartsheet
  • QuickBooks

Always glad to talk about customer success.

I work from Chennai, with a full working-day overlap with EMEA and evenings that reach US East mornings. Email is the surest way to reach me, or book a call.

Emaillanciajoseph22@gmail.com LinkedInlinkedin.com/in/lanciaj

Twenty minutes is usually enough.

Pick a slot that suits your timezone. I keep some evenings free for North America.

Book a call cal.com/lancia