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Soorya Narayan

@sooryanarayan

Customer Success Lead at Freshworks who achieved 100% GRR in 2024 across an AI-first CX and CRM portfolio with 20% historical churn.

India

Message

At Freshworks, I manage strategic North American accounts across an AI-first CX and CRM portfolio worth $2M–$2.5M ARR. In 2024, I achieved 100% GRR on a product with 20% historical churn through predictive risk signals, early intervention, and executive engagement.

I also design onboarding and engagement frameworks, deliver business reviews, and share customer feedback with Product, Engineering, and Marketing. Earlier, at Amnet Systems Pvt Ltd (BUUKS Division), I launched the BUUKS platform in six months and grew revenue from ₹0 to ₹1.2Cr by 2020.

Experience

Work history, roles, and key accomplishments

Current

Lead – Customer Success, AI first - CX & CRM Portfolio | SME & Team Coach

Current

Freshworks

Apr 2024 - Present (2 years 5 months)

Owns strategic accounts across a $2M–$2.5M ARR North America portfolio, achieving 100% GRR in 2024. Designs and delivers executive business reviews, drives adoption and value realization, and coaches new CSMs.

Customer Success Account Management ChurnZero Salesforce Power BI AI CX CRM Executive Engagement EBR Onboarding Adoption Risk Mitigation Retention Expansions Team Coaching

Customer Success Specialist, CRM Portfolio | Individual Contributor

Freshworks

Dec 2020 - Mar 2024 (3 years 3 months)

Managed concurrent enterprise and SMB accounts across North America on Freshsales CRM with full lifecycle ownership. Became internal SME for Freshsales CRM, mastering advanced configurations and API integrations.

Customer Success Account Management Freshsales API Integration Workflow Automation Data Models Onboarding Adoption EBR Churn risk mitigation Expansions Cross Functional Collaboration

Senior Business Manager | Founding GTM member, B2C Division

Amnet Systems Pvt Ltd (BUUKS Division)

Jul 2018 - Oct 2020 (2 years 3 months)

Built and led a 10-person team, launched BUUKS platform in 6 months, and grew revenue from ₹0 to ₹1.2Cr. Implemented full technology stack including FreshsalesCRM, Freshdesk, and Amazon Seller Central.

Team Leadership GTM Strategy Revenue Growth Freshsales Freshdesk Amazon Seller Central Ecommerce Cross Functional Collaboration Vendor Management

Business Development Manager

Notion Press Media Pvt Ltd

Dec 2015 - Mar 2018 (2 years 3 months)

Coordinated GTM for international marketplace launches and increased Sansrack profitability by 12% across 100K+ SKUs. Reported to CEO and promoted from Project Manager in 7 months.

Business Development GTM Strategy Market Launch Cost Modeling Pricing Strategy vendor negotiation Program Coordination

Data Associate | AI / ML, NLU & Voice Technology

Amazon India Development Centre (Alexa Business Unit)

Feb 2015 - Sep 2015 (7 months)

Trained Alexa NLU models with hands-on AI/ML and data workflow experience. This experience informs guidance for enterprise customers through AI-first product adoption journeys.

AI NLU Voice Technology Data Workflows Model Training

Customer Service Specialist

Amazon India Development Centre (Kindle Direct Publishing)

Oct 2012 - Sep 2013 (11 months)

Supported North American authors on KDP publishing lifecycle, royalties, and account management. Consistently delivered on AHT, FRT, one-email resolution, and CSAT.

Customer Service Account Management KDP Publishing Royalties CSAT AHT FRT