Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certification
Languages
Timeline
Generic

Aswin Ayapparaj

Englewood

Summary

Customer Experience Strategist | Digital Transformation Leader
I help mid-market and enterprise businesses transform CX by redefining support journeys, driving adoption, and scaling operations through data-driven strategies. With deep expertise in product utilization, automation, and customer success, I deliver measurable outcomes in retention, engagement, and operational efficiency. As a trusted advisor to Customer support, Sales, and Product teams, I bridge strategy and execution to turn customer insights into scalable growth.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Principal Customer Success Engineer

Freshworks
04.2024 - Current
  • Strategic advisor to CSMs and CS leadership, driving adoption, expansion, and value realization across the Freshworks CX suite (Desk, Chat, AI, Caller, CRM, Freshsuccess).
  • Lead cross-functional initiatives, mentor CSMs, and guide digital transformation strategies to improve customer outcomes.
  • Built and scaled programs like Expansion Connects, and Value Realization to unlock growth and reduce churn.
  • Developed adoption dashboards, led roadmap discussions, and bridged customer-product gaps through KPI-driven insights.
  • Enabled global CSM success via training, playbooks, technical deep dives, and community-led learning (F.U.N & Freshworks Community).
  • Advocated for customers in product planning, driving alignment on key features, releases, and CS-product collaboration.
  • Led customer workshops, maturity planning, and agent shadowing to drive operational success on CSAT, SLA, and NPS.
  • Represented Freshworks at panels and events, sharing thought leadership on AI, automation, and CX transformation.

Lead - Customer Success Engineer

Freshworks
08.2022 - 03.2024
  • Evolved the CSE role to align technical strategy with value-based success planning, KPI-driven adoption, and expansion goals.
  • Led workflow audits and adoption analysis to drive data-backed expansion campaigns in partnership with CSMs and AMs.
  • Advised customers on modules like Bots, AI, Analytics, and Customer Journeys, delivering strategic insights and best practices.
  • Drove product migrations and supported feature deprecations, ensuring seamless transitions and continued value realization.
  • Led Expansion and P&E connects, influencing roadmap with customer insights and aligning on feature gaps, churn risks, and vision.
  • Delivered structured I2P feedback to Product teams, shaping development priorities based on real-world customer needs.
  • Enabled internal teams with CSE-AMA sessions, product trainings, ROI tools, and playbooks to enhance customer success execution.

Lead - Customer Success Engineer

Freshworks
01.2022 - 07.2022
  • Founding member of the global CSE team; defined role scope and shaped its strategic alignment with Customer Success objectives.
  • Partnered with CS leadership and VP-level stakeholders to connect technical strategy with customer retention, adoption, and growth.
  • Designed and implemented a workflow audit framework to identify inefficiencies and drive platform optimization.
  • Conducted book reviews and delivered actionable insights to leadership for proactive customer engagement.
  • Led strategic consultations with customers on module adoption and use-case best practices to maximize business impact.
  • Actively contributed to the Freshworks Community and product roadmap through structured feedback and advocacy.

Lead - Customer Support

Freshworks
10.2021 - 12.2021
  • Managed a 25-member support team specializing in chat and AI products, delivering high-quality, efficient issue resolution.
  • Led support operations across US, Canada, and LATAM time zones, ensuring real-time assistance and consistent customer experience.
  • Drove CSAT, SLA, and resolution KPIs, significantly improving response times and support efficiency across channels.
  • Awarded multiple times for leadership excellence and outstanding performance in customer support operations.

Enterprise Technical Account Manager

Freshworks
04.2021 - 09.2021
  • Managed a portfolio of top 100 enterprise accounts (MRR > $10K) across industries like SaaS, e-commerce, healthcare, and finance.
  • Served as the technical escalation point, handling complex issues, large-scale deployments, and performance optimizations.
  • Advised on APIs, custom integrations, automation workflows, and platform configurations through deep technical engagement.
  • Led integration efforts with third-party systems (CRM, ERP, etc.), ensuring seamless interoperability and performance.
  • Delivered architectural best practices for scalability, security, and stability in enterprise environments.
  • Conducted RCA sessions for critical issues, collaborating with Product and Engineering to drive resolution.
  • Influenced product roadmap through enterprise feedback and partnered with CSMs to align on business objectives.

Technical Account Manager

Freshworks
04.2019 - 03.2021
  • Acted as the primary technical escalation point for mid-market and enterprise accounts ($2K–$10K+ MRR), resolving complex L2–L4 issues.
  • Collaborated with Engineering and Support to diagnose root causes, track bugs, and resolve high-impact technical challenges.
  • Built technical review trackers to surface recurring issues, product gaps, and feature requests to Product and Engineering.
  • Led data-driven troubleshooting using logs, API diagnostics, and platform tools for large-scale customer environments.
  • Supported seamless customer data migrations with a focus on integrity and minimal downtime.
  • Mentored L1 & L2 support teams, improving advanced troubleshooting and first-call resolution rates.

Senior Product Specialist

Freshworks
04.2018 - 03.2019
  • - Provided technical expertise and advanced troubleshooting for complex customer issues that required deeper investigation beyond Level 1 support.
  • - Served as the primary point of contact for data migrations, assisting customers in seamlessly transitioning from other helpdesk solutions to Freshdesk.
  • - Managed support escalations for high MRR customers and reputed brands, ensuring prompt and accurate resolutions while maintaining high CSAT scores.
  • - Acted as a bridge between Support and Engineering teams, facilitating the resolution of Level 2 issues by creating bug trackers, documenting technical findings, and ensuring timely escalations.
  • - Prepared accurate and timely reports, ensuring detailed documentation, proper tracking, and closure of all reported issues for internal and customer-facing transparency.

Product Specialist

Freshworks
12.2016 - 03.2018
  • Delivered frontline technical support across global regions (APAC, EMEA, LATAM, North America), ensuring fast and effective issue resolution.
  • Owned customer issues end-to-end, troubleshooting and resolving diverse technical problems while consistently exceeding SLA and CSAT targets (>97%).
  • Collaborated with Engineering and Product teams to escalate and resolve complex cases efficiently.
  • Created and maintained knowledge base content, enhancing self-service and support team effectiveness.
  • Adapted to region-specific needs and technical environments, ensuring a tailored support experience across industries.
  • Built strong customer engagement and problem-solving skills, contributing to high-quality support delivery.

Education

Bachelor of Technology - BTech - Civil Engineering

Shanmugha Arts, Science, Technology & Research Academy (SASTRA)
Thanjavur, Tamil Nadu, India
05-2016

Skills

  • Leadership and Team Mentorship
  • Customer Experience Strategy & AI
  • Customer Success Operations
  • Sales Expansion Plays
  • Rest APIs & Integrations
  • Customer Retention Strategies
  • Proactive Support Experience
  • Data & Trend Analysis
  • Helpdesk & CRM Software

Accomplishments

Partnership Excellence Award

SPOT Award

True Friend of Customer Award

Presidents Club

Best Team - Quality of Work

Customer Hero

Most Valuable Player


Certification

  • Verified International Academic Qualifications
  • Freshservice Foundational Certification
  • Accelerated Graduate Engineer Training (AGET)

Languages

English (Full Professional)
Tamil (Native or Bilingual)
Telugu (Elementary)

Timeline

Principal Customer Success Engineer

Freshworks
04.2024 - Current

Lead - Customer Success Engineer

Freshworks
08.2022 - 03.2024

Lead - Customer Success Engineer

Freshworks
01.2022 - 07.2022

Lead - Customer Support

Freshworks
10.2021 - 12.2021

Enterprise Technical Account Manager

Freshworks
04.2021 - 09.2021

Technical Account Manager

Freshworks
04.2019 - 03.2021

Senior Product Specialist

Freshworks
04.2018 - 03.2019

Product Specialist

Freshworks
12.2016 - 03.2018

Bachelor of Technology - BTech - Civil Engineering

Shanmugha Arts, Science, Technology & Research Academy (SASTRA)

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Aswin Ayapparaj