SUBRAHMANYA SIDDAARTH TURAGA
London
Overview
8
8
years of professional experience
1
1
Certification
Work history
Enterprise Customer Success Manager
Outreach
London
01.2025 - 04.2025
- Managing a $4M TCV portfolio of 20 accounts in the EMEA Region
Senior Customer Success Manager
Freshworks
London
04.2023 - 12.2024
- Managed a $5M TCV portfolio of 35 accounts, achieving 112% Net Retention Rate (NRR) in 2023 and 109% NRR in 2024 with 100% coverage for Top 15 accounts
- Led the region's first AI 'Customer Connect' roundtable on AI/Chatbot trends in CX, achieving 80% attendance and generating a $300K ARR pipeline
- Spearheaded AI POV program with Product and SE teams, driving 7 client POCs in H1 2024, 1 Case study and $75K ARR
- Organized CRM Track in Customer Advisory Board (CAB) with the CEO, engaging 10 Executive customer stakeholders to shape the product vision and strategy
- Launched an Exec Connect Initiative (FreshEngage) across the top 50 Accounts in region resulting in better stakeholder mapping and targeted engagement resulting in 60% increase in executive coverage
Customer Success Manager
Freshworks
London
01.2021 - 03.2023
- Managed UK & Ireland Mid-Market / Enterprise accounts (TCV $6M), achieving 157% Retention attainment in 2021 and 162% in 2022
- Customer Advocacy Champion - regional winner for driving ccts of advocacy in H2 2022 - 3 Case studies, 1 event speaker, 2 PR activities & 1 Earnings Call mention
- Achieved 125% engagement attainment in 2022, highest in the UKI team, through proactive EBRs, QBRs, and Executive Connect meetings
- Led a webinar with Channel Partnerships on Customer Success strategies for early-stage startups, engaging 66 attendees across sessions with Birmingham Enterprise Community and TiE Bangalore/Seattle
- Organized monthly Lunch & Learn sessions for EU CSM and AM teams, enhancing product knowledge, upsell/cross-sell skills, and cross-functional collaboration, achieving 80% average attendance and faster team enablement
Portfolio Success Manager
Freshworks
Chennai
01.2020 - 12.2020
- Managed Mid-Market & Enterprise accounts of $3M TCV, achieving 1.9% NRR
- Partnered with cross-functional teams to carve out 5 ABM Campaigns to drive growth opportunities - plan upsell and cross-sell - resulting in 3% cross-sell and 35% plan upsell opportunities and an overall pipeline of $400K
- Recognized as a top performer for expansion revenue generation in the UKI region with 250K ARR in Q3 2020 (Second Highest in Region across AEs, AMs and PSMs)
Customer Success Specialist
Freshworks
Chennai
01.2018 - 01.2020
- Managed a $8M TCV portfolio, reducing churn from 1.3% to 0.8% by proactively identifying at-risk accounts and increasing customer advocacy with 3 published case studies in retail and healthcare
- Created the Winback Team and led the EU&UK efforts which resulted in an overall logo retention of $150k ARR
- Led a team of 5 to market and drive the maximum no of paid attendees to our Annual Event 'Refresh' at London and Las Vegas, influencing an overall revenue of $150,000
Business Development Manager - Enterprise Sales (Middle East & Africa)
Freshworks
Chennai
04.2017 - 01.2018
- Developed and executed an outbound sales model, increasing MQLs by 25% and SQLs by 20%
- Consistently achieved 150% of monthly sales targets, building a $1.2M overall pipeline
Acquisition Marketer
Freshworks
Chennai
11.2016 - 04.2017
- Proactively engaged website visitors on Freshchat, achieving 98.7% resolution rate, 75% trial signups, and converting 15 paid customers, generating $25K ARR
- Analyzed customer feedback and developed a database of canned response templates, enabling the Support team to reduce First Response Time by 2 minutes and achieve a 40% increase in First Contact Resolution (FCR)
Education
MG133- Foundations of Management -
The London School of Economics and Political Science (LSE)
06.2018 - 07.2018
Bachelor of Engineering (B.E.) - Mechanical Engineering
SSN College of Engineering, Anna University
Skills
- Account Management
- Project Management
- Customer Relationship Management (CRM)
- Stakeholder Management
- Churn Forecasting
- Data Presentation
- Problem Solving
- B2B Sales
Websites
Certification
- Gainsight Customer Success Manager Advanced Certified Professional
- Gainsight Customer Success Manager Certified Professional
- Success Hacker (Level 1-4 CSM Certification)
- Introduction to Marketing - The Wharton School
- Predictable Revenue Mastery - Aaron Ross
Tools
Tools: Monday.com | Salesforce | Office 365 | Freshworks Suite | LinkedIn Sales Navigator | Google Workspace | Slack | Zendesk | Outreach | Tableau
Timeline
Enterprise Customer Success Manager
Outreach
01.2025 - 04.2025
Senior Customer Success Manager
Freshworks
04.2023 - 12.2024
Customer Success Manager
Freshworks
01.2021 - 03.2023
Portfolio Success Manager
Freshworks
01.2020 - 12.2020
MG133- Foundations of Management -
The London School of Economics and Political Science (LSE)
06.2018 - 07.2018
Customer Success Specialist
Freshworks
01.2018 - 01.2020
Business Development Manager - Enterprise Sales (Middle East & Africa)
Freshworks
04.2017 - 01.2018
Acquisition Marketer
Freshworks
11.2016 - 04.2017
Bachelor of Engineering (B.E.) - Mechanical Engineering
SSN College of Engineering, Anna University
Similar Profiles
Paxton Red SkyPaxton Red Sky
General Laborer at OutreachGeneral Laborer at Outreach
Tiffany CuellarTiffany Cuellar
Licensed Practical Nurse at OutreachLicensed Practical Nurse at Outreach
Kizzy Dinelle SpringerKizzy Dinelle Springer
Primary Counselor at OutreachPrimary Counselor at Outreach
Amanda RamirezAmanda Ramirez
Caregiver at OutreachCaregiver at Outreach
Jasmine DebrahJasmine Debrah
Accounts Receivable Specialist at SednaAccounts Receivable Specialist at Sedna