Swagath Acharya — Customer Success Manager

Customer Success Manager | Project Management | Business Operations | Leadership Experienced Customer Success Manager with a proven track record of delivering exceptional results and building strong client relationships. With 10 years of experience in the industry, I specialize in driving customer satisfaction, retention, and revenue growth through effective project management, streamlined business operations, and inspiring leadership. As a dedicated Customer Success Manager, I thrive on understanding and addressing the unique needs of each client. By closely collaborating with cross-functional teams, I ensure successful implementation of projects and seamless delivery of solutions that align with client objectives. I am skilled in managing complex timelines, resources, and budgets, and have a keen eye for identifying potential risks and proactively finding solutions. Throughout my career, I have consistently exceeded customer expectations by fostering a customer-centric culture within organizations. I excel at developing strategic account plans, conducting regular business reviews, and identifying up-sell and cross-sell opportunities to maximize client satisfaction and revenue growth. Key Skills: Customer Success Management Project Management Business Operations Stakeholder Relationship Management Team Leadership and Mentoring Problem-solving and Conflict Resolution Data Analysis and Reporting I am a strong advocate for collaboration and believe in working closely with clients to understand their goals and challenges. By leveraging my expertise in project management, business operations, and leadership, I strive to drive customer success and achieve mutual growth. If you are seeking a passionate and results-oriented Customer Success Manager who can effectively lead teams, optimize operations, and ensure exceptional client experiences, let's connect! Together, we can elevate your organization's customer success and propel it towards new heights of excellence. Certification: PLG: The Product-Led growth fundamentals program Google Project Management Certification Generative AI Certification Customer Success U : CSM Fundamental Customer Success U: CSM Advance Concept Customer Success U: Strategic Customer Success management Gainsight: Customer Success Management Certified Professional Gainsight: Advanced Customer Success Management Certified Professional Gainsight: Customer Success Leader Certified Professional Gainsight: Identifying Risk and Preventing Churn Skills

Stackforce AI infers this person is a Customer Success Manager with expertise in SaaS and project management.

Location: Pune, Maharashtra, India

Experience: 10 yrs 5 mos

Skills

Customer Success Management
Project Management
Team Management
Ai & Ml
Client Engagement
Market Research
Client Account Management

Career Highlights

10 years of experience in customer success management.
Proven track record in driving customer satisfaction and retention.
Expertise in project management and business operations.

Work Experience

Vertex Inc.

Customer Success Manager (3 yrs 5 mos)

Reward360 Global Services Pvt Ltd.

Assistant Manager Customer Success and Operations (10 mos)

OptM Media Solutions Private Limited

Customer Success Manager (1 yr 11 mos)

B2B Sales Arrow LLC

Associate Customer Success Manager (2 yrs 2 mos)

Marconix Sales and Marketing Pvt. Ltd.

Team Lead (1 yr 6 mos)

Area Manager (6 mos)

Education

Master of Business Administration - MBA at National School of Business, Bangalore

Bachelor of Technology - BTech at Siksha 'O' Anusandhan University

Swagath Acharya

Customer Success Manager

Pune, Maharashtra, India10 yrs 5 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

10 years of experience in customer success management.
Proven track record in driving customer satisfaction and retention.
Expertise in project management and business operations.

Stackforce AI infers this person is a Customer Success Manager with expertise in SaaS and project management.

Contact

swagat.acharya@vertexinc.com LinkedIn

Skills

Core Skills

Customer Success ManagementProject ManagementTeam ManagementAi & MlClient EngagementMarket ResearchClient Account Management

Other Skills

Business DevelopmentCustomer ServiceData Analysis and ReportingData ScienceDigital MarketingIT SalesMarketingMicrosoft OfficeMicrosoft PowerPointSAP Sales & DistributionSAP-SDVendor Management

About

Experience

Vertex inc.

Customer Success Manager

Oct 2022 – Present · 3 yrs 5 mos · Pune, Maharashtra, India · Remote

 Cultivate deep relationships with customers and sustain them through the lifecycle of their subscriptions to ensure their business goals are attained with valuable client experience.
 Drive overall customer satisfaction, including:
o Managing accounts via customer success road mapping to ensure confident product onboarding, adoption and expansion.
o Measuring and presenting business value through data collection and analysis of revenue tied to client success partnerships.
o Educating customers on learning opportunities, new product features and releases.
 Partner with internal stakeholders and align our customer’s activities with their business case and strategy.
o For example: sales, support, product development, product management, account services, and marketing.
 Identify renewal risk and partner with internal teams to remediate
 Assist in developing a detailed project plan to monitor and track progress.
 Measure performance using appropriate project management tools and techniques.
 Create and maintain comprehensive project documentation and help in creating SOPs.

Customer Success ManagementProject ManagementData Analysis and Reporting

Reward360 global services pvt ltd.

Assistant Manager Customer Success and Operations

Sep 2021 – Jul 2022 · 10 mos · Bangalore Urban, Karnataka, India

 Managing reward platform and campaign management platform along with their execution and operation of India’s leading Banks Axis, HDFC and SCB in the area of retail banking.
 Work closely with Clients to ensure timely delivery of tasks and on time issue resolution as per SLA.
 Proactive approach on escalations for Bank’s customer to drive resolution in a on time.
 Managing product and voucher vendors of Banks and monitor on time delivery to Bank’s customer.
 Timely feedback to track client satisfaction rate.
 Hiring and nurturing strong team to improve client’s delivery.
 Creating and sharing various reports to clients on particular intervals.
 Team Management - Manage a team of DevOps engineer, Ops executives and interns.

Customer Success ManagementTeam ManagementClient Engagement

Optm media solutions private limited

Customer Success Manager

Oct 2019 – Sep 2021 · 1 yr 11 mos · Bangalore Urban, Karnataka, India

 Planning and execution of projects for clients as per their requirements. Monitoring overall progress and use of resources, initiating corrective action where necessary.
 Working across the domain of AI & ML, Defense Electronics, Medical Device etc
 Worked on projects like enterprise platform development, EV Cluster, Linux Development services etc.
 Plays a significant role in long-term planning, project status reporting, and implementing change control processes.
 Prepare and present reports weekly, monthly, quarterly and annual metrices.
 Managed Team of Software developers and Operation executives.

Project ManagementAI & MLTeam Management

B2b sales arrow llc

Associate Customer Success Manager

Jul 2017 – Sep 2019 · 2 yrs 2 mos

 Understand the business need of clients, plan, execute and managing of global summits across globe.
 Worked on client engagement, vendor management and market research based on client’s requirement for India, USA, UK market.
 Analyze consumer preferences and prepare report for clients to determine the potential of a product or service
during the summit.
 Gather data of consumers, competitors and market conditions which will be helpful for clients in global summits.
 Conduct primary and secondary research as per client’s requirement for respective global summits.

Client EngagementMarket ResearchVendor Management

Marconix sales and marketing pvt. ltd.

2 roles

Team Lead

Promoted

Dec 2015 – Jun 2017 · 1 yr 6 mos

 Overseeing client’s account, including contracts/ agreements and ensure timely renewal happening.
 Preparing of strategy and workflow of projects, stage and exception plans as required.
 Worked on projects related to IT solutions and IT SAAS for various clients to achieve desired result and fulfill their requirements.

Project ManagementClient Account Management