John Rice

-Manage largest key and strategic Device42 Customer Accounts -Device42/Advanced ITAM SME for Freshworks Global Customer Success Team

Team Lead Responsibilities (Since June 2025) -Manage global CSM team. 1 CSM in UK, 1 CSM in India, 3 CSMs in US with a customer ARR BoB of $30+ million -1:1s with CSM team members and additional people-manager responsibilities -Interviewed, hired, build onboarding curriculum, and onboarded globally distributed CSMs -CS Management escalation contact for internal and external CS related issues -New Account Assignments and Personnel assignment to accounts -Assisted in the integration of the D42 CSM team to the Global Freshworks Customer Success Organization -Steadied the ship and achieved 100% personnel retention of D42 CS team from June 2025 through full CS team integration into Freshworks organization that was completed in January 2026 Senior CSM Responsibilities: -Owned a 7 million+ ARR book of business for D42's largest customers that were globally distributed -Owned the Japanese market relationship for Device42 -Handle full customer lifecycle from onboarding through renewal execution for a highly technical and specialized product -Weekly forecast meetings to provide updates to executive leadership for in-quarter and next-quarter renewals -Identified expansion opportunities (CSQLs) and collaborate with sales team -Championed multiyear renewal efforts across the business with large logos -Executed account save tactics for at-risk renewals. Collaborated closely with support, product, and engineering leadership -Managed escalations with leadership visibility -Engaged with customer c-suite executives regularly for business review style discussions

-Enabled important and impactful customer renewals and expansions by consistently engaging with stakeholders and delivering value around their security objectives and requirements. -Managed, assisted, and enabled partnership channels by ensuring consistent service delivery. -Managed Culture Committee as committee Chair: Introduced new events like “Lightning Talks, Pizza Thursdays, Hot Gummy Bear Challenge, #OneStack TAC Tips” to drive employee engagement/offering opportunities for team building and fun -Collaborated closely with and assisted in the onboarding of multiple PSEs and CSMs as they came on board by transferring knowledge through 1:1 informal coaching sessions.

-Formed meaningful relationships with customers to earn their trust. -Ensured customers are getting both immediate and long term value out of our product by achieving their identified security objectives. -Aligned internal resources and stakeholders to solve customer problems. -Collaborated closely with internal post sale team to identify and reduce risk while driving renewals/expansion.

➢ On board, train, and nurture relationships with new and existing customers to set appropriate expectations on product performance through technical demonstrations ➢ Generated over 1,000 upsells and cross-sells ➢ Spearheaded the transition from a one-to-many model to a dedicated carrier-specific Account Management Model-Reduced Churn by 50% (12% to 6% Month-Over-Month) ➢ Consult with the largest and most successful Farmers Insurance Agencies under the new dedicated model