Summary
Overview
Work History
Education
Skills
Timeline
Generic

Karthick Sekar

Customer Success Manager
Chennai

Summary

Results-driven management professional with 15 years of experience in customer-facing roles, specializing in customer success, onboarding, relations, retention, and satisfaction (domestic/international). Proven track record of contributing to team success through strategic planning and process implementation. Highly skilled communicator with strong analytical abilities, seeking challenging customer-facing opportunities.

Overview

2026
2026
years of professional experience

Work History

Customer Success Manager

Wondersoft Private Limited
08.2025 - Current
  • Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
  • Customer Relationship Management: Cultivate and maintain strong customer relationships by partnering with technical and business leaders to drive post-sales implementation, reduce churn, and foster innovation, and business value.
  • Onboarding & Training: Lead the onboarding process for new clients, providing training and resources to help them effectively use our software.
  • Customer Advocacy: Serve as the voice of the customer within the organization, advocating for their needs, and driving improvements in our products and services.
  • Performance Monitoring: Regularly assess customer health and satisfaction through surveys, feedback sessions, and analytics, to proactively address any issues.
  • Strategic Planning: Collaborate with clients to develop success plans that align their business objectives with our solutions.
  • Upselling and cross-selling: Identify opportunities for upselling and cross-selling additional services and products to enhance customer value.
  • Collaboration: Work closely with sales, product, and support teams to ensure a cohesive approach to customer success and product enhancements.
  • Reporting: Track and report on key metrics related to customer satisfaction, usage, and overall success, providing insights to management.
  • Churn Management: Proactively monitor customer health metrics, address concerns, and implement strategies to minimize churn, and maximize customer retention.
  • Strategic Planning: Gain a deep understanding of each customer's business and technical goals. Collaborate to develop strategic success plans with clear objectives, milestones, and measurable KPIs for achieving desired outcomes.

Associate Manager - Customer Success

Freightify Solutions India Pvt Ltd
05.2023 - 07.2025
  • Customer Relationship Management: Cultivate and maintain strong customer relationships by partnering with technical and business leaders to drive post-sales implementation, reduce churn, and foster innovation and business value.
  • Onboarding & Training: Lead the onboarding process for new clients, providing training and resources to help them effectively use our software.
  • Customer Advocacy: Serve as the voice of the customer within the organization, advocating for their needs and driving improvements in our products and services.
  • Performance Monitoring: Regularly assess customer health and satisfaction through surveys, feedback sessions, and analytics to proactively address any issues.
  • Strategic Planning: Collaborate with clients to develop success plans that align their business objectives with our solutions.
  • Upselling & Cross-Selling: Identify opportunities for upselling and cross-selling additional services and products to enhance customer value.
  • Collaboration: Work closely with sales, product, and support teams to ensure a cohesive approach to customer success and product enhancements.
  • Reporting: Track and report on key metrics related to customer satisfaction, usage, and overall success, providing insights to management.
  • Obtained 20 G2 Reviews from clients within the US region, due to impeccable servicing from my team.
  • Churn Management: Proactively monitor customer health metrics, address concerns, and implement strategies to minimize churn, and maximize customer retention.
  • Strategic Planning: Gain a deep understanding of each customer's business and technical goals. Collaborate to develop strategic success plans with clear objectives, milestones, and measurable KPIs for achieving desired outcomes.

Customer Success Specialist

Freightify Solution India Pvt Ltd
1 2022 - 05.2023
  • Solely managed the organization’s US region portfolio of 30+ US and SMB customers, ensuring their satisfaction and retention.
  • Teamed up with cross-functional backend tech teams to resolve all customer issues and deliver nearly 70% of customer feature requests within the promised period, ultimately aiding in bringing back 8 enterprise accounts from a dormant status to an active status, accounting for 43% of my portfolio's monthly MRR.
  • Executed and developed customer success plans to achieve customer goals and objectives, resulting in the expansion of additional products and services, amounting to a total of USD 7500 MRR through cross-selling and upselling.
  • Accountable for handling the retention of $25,000 MRR, whilst achieving a 98% retention success rate month on month in the last year.
  • Lead weekly customer calls, meetings, and presentations, along with developing and implementing customer success strategies to improve customer retention, satisfaction, and revenue growth. Also, train and onboard new customers to ensure successful adoption of the SaaS platform.
  • Liaised between clients and cross-functional teams, I implemented customer success strategies to improve customer retention, satisfaction, and revenue growth. By monitoring customer usage, analyzing customer data, conducting regular check-ins, and adopting metrics with customers, I was able to identify pain points and areas for improvement, resulting in obtaining 11 customer testimonials, accounting for 35% of total MRR.

Customer Success Specialist

MDnD Entertainment Pvt Ltd
03.2019 - 01.2022
  • Handling inbound and outbound calls from the customer and clearing their query regarding the events
  • Meeting up with clients to understand the requisites
  • Resolving customer queries through e-mail and calls
  • Creating events and sending email and SMS blasts to the participants
  • Testing the website front end related and providing the feedback to the concern team
  • Following up with the technical team for any queries for resolving customer queries
  • Proactively involved in other team activities and providing customer feedback amongst the team
  • Helping customers with queries related to registration, ticket buying, and data uploading on the website
  • Resolving Seller Queries/issues through e-mail regarding Payment, Orders placed, and the Account status of the customers
  • Helping clients in creating their profiles on digital platforms
  • Sending reports to the clients about the events.

Senior Support Executive

Eventus Software Pvt Ltd
02.2015 - 02.2019
  • Handling Inbound and outbound calls from the customer
  • Resolving the queries among the team members
  • Acts as a bridge between the customer and organisation
  • Sending reports to the clients
  • Handling customer records without loss of Integrity
  • Proactively involved in other team activities and providing customer feedback amongst the team
  • Following up with the technical team for any queries for resolving customer queries.

Support Executive

Royal Bank of Scotland
01.2011 - 05.2014
  • Doing Upload for CTS (Inward & Outward), ECS, (Debit & Credit) from RBI file
  • Technical Verification for Inward clearing cheques
  • Checking of ECS Debit Mandates for debit received file from RBI
  • Support in finalizing the returns for CTS and ECS Inward
  • Generating various reports like Routing, Reject, and Inward reports, etc
  • Uploading all Outward Cheques through the CTS scanner and doing Image and Quality updation in the CTS system
  • Doing Image Verification and data entry for the cheques scanned
  • Working closely with the Client Service Team for customer support.

Education

B.Com -

Patrician College of Arts & Science
Chennai
04.2010

Skills

  • Cross-Selling / Up-Selling

  • Customer Retention

  • Deal Negotiation and Closing

  • Excellent Communication and Interpersonal Skills (Fluent in English, and Tamil)

  • Strong Customer Relationship Management

  • Experienced in Account Management

  • Proficient in Microsoft Office Suite and Zoho, Slack, Hubspot, and Rocketlane, Custify, Zendesk

  • Customer success strategies along with deriving clients CSAT scores

Timeline

Customer Success Manager

Wondersoft Private Limited
08.2025 - Current

Associate Manager - Customer Success

Freightify Solutions India Pvt Ltd
05.2023 - 07.2025

Customer Success Specialist

MDnD Entertainment Pvt Ltd
03.2019 - 01.2022

Senior Support Executive

Eventus Software Pvt Ltd
02.2015 - 02.2019

Support Executive

Royal Bank of Scotland
01.2011 - 05.2014

Customer Success Specialist

Freightify Solution India Pvt Ltd
1 2022 - 05.2023

B.Com -

Patrician College of Arts & Science

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Karthick SekarCustomer Success Manager