Jubiline C Bavan

Customer Success Manager

Chennai, Tamil Nadu, India7 yrs 9 mos experience

Most Likely To Switch

Key Highlights

Proven track record of reducing churn and driving retention.
Expertise in leveraging data analytics for customer success.
Strong focus on nurturing long-term customer relationships.

Stackforce AI infers this person is a Customer Success Manager in the SaaS industry with a strong focus on retention and account management.

Contact

Skills

Core Skills

Customer Success ManagementAccount ManagementSales Management

Other Skills

Affiliate MarketingCustomer Relationship ManagementData AnalyticsData-Driven Retention StrategiesEvent ManagementGoogle AdwordsGoogle Webmaster ToolsInbound MarketingManagementMarketing StrategyMicrosoft OfficePay Per Click (PPC)Product TrainingPublic SpeakingPublications

About

As a results-driven Customer Success Manager with a proven track record of retention and reduced churn, I bring a wealth of experience in SaaS sales, account management, and customer success. With a deep understanding of the value of nurturing long-term customer relationships, I have consistently exceeded performance goals by fostering customer loyalty and satisfaction. Through effective communication and a strong customer-focused approach, I have anticipated customer needs, resolved issues quickly, and delivered a seamless experience at every stage of the customer journey. My expertise in leveraging data analytics and metrics to identify and address customer pain points has enabled me to implement proactive strategies that reduce churn and drive growth and revenue. With a passion for innovation and a dedication to excellence, I am committed to providing unparalleled customer support and delivering exceptional results.

Experience

Birdeye

Customer Success Manager

Feb 2023 – Present · 3 yrs 1 mo

As a strategic advisor and primary point of contact, I drive customer success by ensuring optimal platform utilization, business growth, and long-term retention. My role is pivotal in maximizing customer value, mitigating risks, and fostering high-impact relationships that directly contribute to business outcomes.
Own the customer lifecycle from onboarding to renewal, ensuring seamless adoption, engagement, and continued success with the Birdeye platform.
Lead high-value strategic conversations with key stakeholders, conducting in-depth Quarterly Business Reviews to demonstrate ROI and drive alignment with business objectives.
Monitor customer health metrics proactively, identifying risks and implementing tailored intervention strategies to drive retention and mitigate churn.
Manage complex issue resolution, collaborating cross-functionally to ensure timely support, smooth integrations, and resolution of critical challenges impacting business performance.
Strengthen customer relationships through data-driven insights, guiding businesses in optimizing their digital presence, reputation management, and customer engagement strategies.
Identify and capitalize on expansion opportunities, driving upsell/cross-sell initiatives and securing multi-year contract renewals by aligning the platform’s capabilities with customer needs.
Deliver executive-level reporting on key success metrics (CSAT, NPS, adoption trends), translating insights into actionable strategies to enhance customer satisfaction and product value.

Customer Success ManagementData AnalyticsAccount ManagementCustomer Relationship Management

Surveysparrow

Customer Success Manager

May 2020 – Jan 2023 · 2 yrs 8 mos · Kochi, Kerala

SurveySparrow is a comprehensive conversational experience management platform designed to help organizations enhance and refine customer and employee experiences.
Manage a portfolio of US enterprise and mid-market accounts, ensuring long-term success and strategic growth.
Lead customer onboarding and training, equipping new clients with the knowledge and tools needed for seamless product adoption.
Drive engagement and retention through proactive Quarterly Business Reviews (QBRs), routine progress assessments, and adoption strategies.
Mitigate churn risks by identifying potential challenges early and implementing data-driven retention initiatives.
Oversee renewals and expansion, leveraging customer insights to drive upsell and cross-sell opportunities.
Act as a strategic consultant, aligning platform capabilities with customer workflows and business objectives.
Foster strong customer relationships, ensuring satisfaction while identifying new business opportunities within existing accounts.

Customer Success ManagementAccount ManagementData-Driven Retention Strategies

Hiver

Customer Success Manager

Nov 2019 – Mar 2020 · 4 mos · Bengaluru, Karnataka, India

Hiver is the world’s first helpdesk built for Google Workspace. You can track, assign and collaborate on customer emails from your Gmail interface.
Actively worked with customers to ensure high product adoption and drove success stories around them.
KPI's included Product Adoption, Retention, Product Training, and Up-Selling
Handled SMB and mid-market accounts
Responsible for new business opportunities, churn management, retention, and customer referrals

Customer Success ManagementProduct TrainingRetention Strategies

Freshworks

Business Development Executive

Jan 2019 – Sep 2019 · 8 mos · Chennai, Tamil Nadu, India

Freshworks makes it fast and easy for businesses to delight their customers and employees. Freshsales provides a context-driven CRM solution for businesses of all sizes. We do this by taking a fresh approach to building and delivering an AI-driven and cost-effective omnichannel software—empowering sales teams to engage, nurture, and create delighted customers, to drive clear business results.
Served as a key member of the US team for Freshsales, Freshchat, and Freshcaller.
Cultivated healthy business relationships with clients and handled end-to-end sales.
Collaborated with the outbound engine to create new business opportunities.
Consistently achieved the sales target
Identified customer requirements and tailored product demos accordingly

Sales ManagementCustomer Relationship Management