About

Karthick JL is a Senior Manager of Customer Success at Freshworks, with over 13 years of experience in building high-performing teams and providing exceptional customer service. He specializes in developing and leading teams focused on quality and customer success, along with team building and hiring. Karthick is responsible for providing strategic and tactical guidance to a team of Customer Success Managers who manage a global portfolio of 20,000 customers in the fastest growing SME segment. Karthick's expertise lies in designing unique customer engagement models and playbooks to manage large portfolios of customers with fewer CSMs. He has successfully ramped up his team within a quarter to meet the strategic shift in customer segments and built their capability to handle all personas CX, ITSM/EX, and CRM. His efforts have resulted in reducing churn by 20% in 6 months time for low MRR segment and improving customer engagement by 25%. Karthick's educational background includes a Master of Business Administration (M.B.A.) in Finance and Financial Management Services from Sikkim Manipal University and a Bachelor's Degree in Electrical and Electronics from Anna University. He also completed his High School education from S.B.O.A. Matric. & Hr. Sec. School. Karthick's past experience at Freshworks includes roles as Manager of Customer Success and Lead - Customer Success. Throughout his career, Karthick has developed a strong reputation for his ability to build high-performing teams and provide exceptional customer service. His expertise in customer success and servicing, team building, and hiring make him a valuable asset to any organization.