Prachi Jani

Customer Success Manager

Mumbai, Maharashtra, India9 yrs 9 mos experience

Highly Stable

Key Highlights

Over 8 years of experience in Customer Success.
Proven track record in SaaS and e-commerce environments.
Strong data-driven approach to customer engagement.

Stackforce AI infers this person is a Customer Success Manager with expertise in SaaS and e-commerce industries.

Contact

jprachi@amazon.com LinkedIn

Skills

Core Skills

Saas Customer SuccessCustomer Success Management

Other Skills

Amazon Seller CentralConflict ResolutionCross-functional CollaborationsCross-functional Team LeadershipCustomer Lifecycle ManagementCustomer Relationship Management (CRM)Customer RetentionCustomer SatisfactionCustomer SupportData-driven MarketingDecision-MakingDigital MarketingE-commerceEmail ClientsEmail Marketing

About

Customer Success professional with 8+ years of experience across SaaS-style platforms, e-commerce, and mid-market account management, focused on driving product adoption, customer retention, and long-term business value. I currently manage US-based mid-market customers, owning the end-to-end customer journey — from onboarding and adoption to Quarterly Business Reviews (QBRs), renewal readiness, and growth opportunities. I work closely with Sales, Product, Support, and Operations teams to proactively identify risks, resolve issues, and ensure customers consistently achieve measurable outcomes from the platform. My approach to Customer Success is data-driven and consultative. I leverage performance metrics, customer health indicators, and business insights to act as a trusted advisor to stakeholders, helping them align platform usage with their business goals while supporting retention and expansion. With experience at Amazon managing mid-market US accounts and a background as a founder, I bring strong ownership, customer empathy, and commercial understanding to every engagement. I thrive in fast-paced SaaS environments, am comfortable working US hours, and enjoy turning customers into long-term advocates.

Experience

Amazon

Customer Success Manager

May 2021 – Present · 4 yrs 10 mos · Remote

Customer Success professional with 8+ years of experience managing mid-market accounts across SaaS platforms and digital marketplaces, with a strong focus on product adoption, customer retention, and long-term value creation.
Currently working with US-based mid-market customers, I own the end-to-end customer journey — from onboarding and adoption to business reviews, renewal readiness, and expansion opportunities. I partner closely with Sales, Product, Support, and Operations teams to proactively identify risks, resolve challenges, and ensure customers consistently realise measurable business outcomes from the platform.
I have hands-on experience leading Quarterly Business Reviews (QBRs), analysing customer health and performance metrics, and acting as a trusted advisor to key stakeholders. My approach is data-driven and customer-centric, balancing customer goals with business objectives to drive retention, satisfaction, and sustainable growth.
With a background that spans Amazon seller management, SaaS-style platforms, and entrepreneurship, I bring strong ownership, empathy, and commercial understanding to Customer Success. I thrive in fast-paced environments, am comfortable working US hours, and enjoy turning customers into long-term advocates.

SaaS Customer SuccessCustomer Success ManagementProduct AdoptionCustomer RetentionQuarterly Business Reviews (QBRs)Data-driven Marketing+1

Simply shop

Director & Founder

Sep 2014 – Jul 2019 · 4 yrs 10 mos · Mumbai · On-site

Founded and scaled an e-commerce platform, owning the entire customer lifecycle from acquisition and onboarding to retention and advocacy. Built customer-centric processes to ensure early adoption, smooth usage, and long-term engagement with the platform.
Led day-to-day operations including product onboarding, inventory planning, order fulfillment, and customer support, while continuously improving the customer experience through feedback and data analysis. Worked closely with customers to understand pain points, resolve issues, and translate insights into platform and process improvements.
Drove repeat usage and loyalty by optimizing onboarding flows, communication touchpoints, and post-purchase engagement. Balanced customer needs with business goals, developing a strong customer success and commercial mindset through direct ownership of outcomes.
This entrepreneurial experience strengthened my customer empathy, ownership mindset, and problem-solving approach, which I now apply in Customer Success roles to help customers achieve measurable business value.

Customer SatisfactionCustomer RetentionE-commerceDigital MarketingCustomer Success Management