Keerthana J

Sharpshooter
DISC Type : CD

Customer Success at Freshworks

Chennai, Tamil Nadu, India

Overview

Keerthana J is a Customer Success Manager at Freshworks specializing in B2B SaaS for a global SMB portfolio. Holding an MBA from Sri Sairam College of Engineering, she focuses on driving product adoption, retention, and long-term value. A former colleague describes her as a "world-class" CSM with exceptional empathy and commitment.

Keerthana is an advocate for maintaining a healthy work-life balance, sharing her perspective on the importance of taking "do-nothing" days to recharge. She believes that not every day needs to be a productivity party and that rest is a crucial component of sustained success and well-being.

She believes that working in a startup requires being a generalist who wears many hats, from sales and design to marketing and content creation.

Personality Overview

Rigorous & Demanding

Thorough Evaluator

Fast But Analytical

They put a lot of effort into ensuring personal success.  They are less concerned about the product and more about its potential impact. They prefer to move quickly, and expect the same from others.

Topics They Care About

Proactive Customer Success
She believes CSMs should act preemptively to provide solutions before a customer even realizes there is a problem, moving beyond reactive support.
Startup Culture
Views working at a startup as a constant learning opportunity where every challenge helps you grow, requiring adaptability and a wide range of skills.
Work-Life Balance
Advocates for taking intentional rest days to recharge, believing that breaks are essential for long-term productivity and preventing burnout.

Media Appearances

Keerthana | Working at Freshworks - Weekday. Featured in Weekday

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Work History

4-2025
Customer Success at Freshworks
8-2024
Member at RevGenius
2-2023 - 3-2025
Customer Success Manager at Turns
10-2022 - 1-2023
Health and well-being at Career Break
5-2022 - 9-2022
Customer Success Executive at Outplay

Education

2019 - 2021
Master of Business Administration - MBA from Sri Sairam College of Engineering
2016 - 2019
Bachelor of Commerce - BCom from JUSTICE BASHER AHMED SAYEED COLLEGE FOR WOMEN

More Information

Social Presence :

Prographics :

Exp : 3 Location : Chennai, Tamil Nadu, India Job Level : N/A Designation : Customer Success at Freshworks
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Insights For Selling To Keerthana

During A Call Or A Meeting

DO's

  • Hold your ground without indulging in one-upmanship
  • Make sure that you circle back fast on any action items, it wins their trust
  • Use phrases like ‘it’s your decision’, ‘strategic impact’ etc.

DONT's

  • Avoid being a storyteller and don’t try to oversell
  • Do not spend too much time focusing on product tech or features
  • Don't try too hard to forge relationships with them

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Keerthana is

  • Confidence in impact is paramount to them, followed by a sense of achievement and ROI.
  • Will you ever get a clear answer from Keerthana

  • If they decide not to go ahead, they will say no without hesitation.

Insights For Deal Planning

    How fast (or slow) will Keerthana move?

  • If convinced, they can reach decisions quite fast.
  • Can Keerthana take some risk or not?

  • They do not shy away from taking risks, but can be quite binary about them.

You And Keerthana

Personality Compatibility


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