Akhil Mathews

I am a dedicated Customer Success Manager with a proven track record in enhancing customer experiences and driving product adoption in a B2B SaaS environment. At FreshSchools, I lead customer success initiatives for over 150 schools, where I designed scalable onboarding programs that improved retention by 25% and increased product adoption by 30%. My proactive approach includes initiating quarterly customer check-ins, which have resulted in valuable product feedback and successful feature launches.

My experience as a Customer Support Representative has equipped me with a deep understanding of customer needs and pain points. I supported over 800 monthly support requests, achieving a 92%+ customer satisfaction rating. My collaborative efforts with engineering and product teams ensure that our solutions align with user needs, while my ability to build and maintain performance dashboards helps track key performance indicators effectively. I am passionate about mentoring new hires and contributing to training processes, which has significantly shortened onboarding times.