The real work of SaaS Account Management | Conversational Gems ft. Suganya, Zoho MEA

Описание: In this episode of Conversational Gems, we sit down with Suganya Sundar, Key Account Manager at Zoho MEA, to explore the real, often unseen work behind long-term SaaS customer success.
From navigating high-pressure situations and reading different stakeholder personalities to building trust, preventing churn, and cross-selling without sounding salesy—this conversation offers practical insights straight from the field.

What you’ll learn in this episode:
What great Key Account Managers actually do beyond renewals
How trust shapes product adoption and retention
Approaches to cross-selling that focus on value, not pressure
How to handle escalations and high-pressure moments with empathy
Why retention is driven by consistent touchpoints, not big moments
Key insights into managing SaaS customers in the MEA market

About the guest
Suganya Sundar, Key Account Manager – Zoho MEA
With over a decade of experience, Suganya brings a grounded, human-first perspective to account management and customer relationships across the MEA region.

About Conversational Gems
Conversational Gems is a video series by Zoho SalesIQ that features honest conversations with practitioners shaping customer experience, customer success, and SaaS growth.

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