Ambika Sur
@ambikasur
Customer Success Manager driving SaaS adoption, retention, and expansion across $2M ARR portfolios.
ZimbabweWhat I'm looking for
I drive adoption, retention, and long-term value for global accounts at Freshworks, currently managing a $2M ARR portfolio. I spot churn risk ($122K ARR) using usage analysis and customer signals, then run action plans to improve engagement.
I’ve grown expansion revenue at Freshworks by conducting business reviews, aligning platform capabilities with client goals, and influencing decision-makers. I also partnered cross-functionally to lift product adoption from 28% to 60% through targeted enablement and customer insights.
Before Freshworks, I led growth motions at Graphy by Unacademy—boosting product adoption by 30%, unlocking $95K ARR in upsells, and mitigating $85K ARR churn risk. Earlier at Classplus, I owned retention and expansion for a $1.5M ARR portfolio, including $75K ARR in upsell/cross-sell opportunities, while earning Rookie of the Year and Top Contributor recognition.
Experience
Work history, roles, and key accomplishments
Managing a $2M ARR portfolio of global accounts, driving adoption, retention, and expansion. Recognized with Spot Awards for 4 consecutive quarters for exceeding churn and retention goals.
Customer Success Specialist
Classplus
Feb 2022 - Jul 2023 (1 year 5 months)
Identified upsell and cross-sell opportunities worth $75K ARR, mitigated churn risk of $60K ARR, and maintained a 95% retention rate on a $1.5M ARR portfolio. Received Top Contributor Award.
Education
Degrees, certifications, and relevant coursework
Lovely Professional University
Master of Business Administration, Business Administration
2019 - 2021
Pursued an MBA degree from Lovely Professional University from 2019 to 2021.
Lovely Professional University
Bachelor of Science, Science
2014 - 2018
Completed a BSc Hons degree from Lovely Professional University from 2014 to 2018.
Availability
Location
ZimbabweAuthorized to work in
Job categories
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