Jan 2024 – Nov 2024 · 10 mos · Hybrid

• Narvar | Customer Engagement Platform for Retailers (SaaS)
• Led strategic account management for large enterprise customers, managing a $5M+ book of business across multiple high-touch accounts.
• Designed and executed proactive success plans, leading to a 15% increase in customer retention and 20% growth in expansion revenue.
• Partnered with Product and Engineering to implement VoC (Voice of Customer) feedback loops, resulting in a 30% faster feature adoption rate among key clients.
• Developed health score frameworks and churn prediction models using Salesforce and Gainsight data, improving CSAT scores by 18% in 12 months.
• Mentored and trained junior CSMs on strategic account management and consultative upselling techniques.
• Achieved 120%+ of upsell/renewal targets consistently by focusing on business outcomes, not just product usage.

Aug 2023 – Present · 2 yrs 7 mos · India · Remote

• Clients: Early-stage SaaS startups, D2C brands
• Advised SaaS startups on setting up their first customer success functions, including onboarding design, account segmentation, and health scoring models.
• Helped a D2C startup improve customer retention by 22% by revamping the post-purchase experience.
• Built GTM strategies for seed-stage SaaS apps, leading to first 100+ customers within six months.
• Trained client teams on lifecycle marketing, onboarding flow optimization, and PLG best practices to ensure scalability.

Apr 2019 – Jul 2023 · 4 yrs 3 mos · India · Remote

• Shopify | Leading Global SaaS E-commerce Platform
• Spearheaded user acquisition and activation efforts, driving a 2x increase in merchant base across India and Southeast Asia within 18 months.
• Built and launched onboarding and activation journeys tailored to local merchant behavior, boosting merchant activation rates by 25% post-signup.
• Collaborated closely with Product, UX, and Data Science to A/B test onboarding flows, resulting in a 12% uplift in free trial to paid conversion rates.
• Led cross-functional GTM campaigns (email, SEO, paid media), achieving a 30% increase in trial user engagement across touchpoints.
• Developed segmentation strategies that identified high-potential merchants early, improving targeting accuracy and LTV predictions by 20%.
• Advocated for local-first product improvements that increased NPS by 15 points among SEA users.

Sep 2018 – Dec 2018 · 3 mos · Bengaluru Area, India · On-site

• Prione | Joint Venture between Amazon and Catamaran, enabling SMBs to grow online.
• Managed a portfolio of 100+ strategic sellers and 8 member team across Wireless category, contributing to a 14% MoM GMV growth.
• Developed customized business growth plans for top accounts, leading to a 20% uplift in seller revenue within four months.
• Implemented data-driven account management strategies, improving portfolio health metrics (conversion rates, fulfillment rates) by 15%.
• Acted as a growth consultant for sellers, advising on selection expansion, pricing strategies, and promotional planning.

Jun 2016 – Aug 2018 · 2 yrs 2 mos · Bengaluru Area, India · On-site

• Mobikon | SaaS platform for customer engagement and marketing automation for F&B businesses.
• Led a 9-member Customer Success team, managing the onboarding, retention, and upsell strategy for 300+ SMB and enterprise clients.
• Built and scaled onboarding frameworks that reduced average activation time by 25%.
• Introduced customer health scoring models that predicted churn risks with 80%+ accuracy, enabling timely intervention and reducing churn by 18%.
• Co-developed success plans tied directly to customer business KPIs (footfall, repeat visits), improving renewal rates by 20%.
• Collaborated with Product to influence roadmap prioritization based on CS-driven customer insights.
• Mentored new CSMs, creating a performance coaching program that improved team productivity by 15%.

Jul 2015 – May 2016 · 10 mos · Bangalore · On-site

• HungerBox | B2B food tech platform for corporate cafeteria management.
• Spearheaded enterprise sales efforts, onboarding 20+ major corporate accounts, including Fortune 500 companies, within the first year.
• Identified and unlocked $1M+ in new business opportunities by strategically targeting underpenetrated verticals (IT parks, SEZs).
• Worked cross-functionally with product and operations to design customized solutions that improved client win rates by 25%.
• Built and refined consultative sales pitches based on deep understanding of client cafeteria pain points and operational bottlenecks.
• Achieved 120% of annual revenue targets through strategic relationship building and solution selling.

Oct 2013 – Jun 2015 · 1 yr 8 mos · Bengaluru Area, India · On-site

• Daamak | Direct-to-consumer Jewelry brand.
• Launched and scaled a D2C jewelry brand, achieving profitability within 18 months of inception.
• Developed brand positioning and online go-to-market strategies, resulting in a 40% MoM increase in digital sales post-launch.
• Built vendor partnerships, supply chain logistics, and in-house design capabilities to support rapid scaling.
• Led all customer acquisition and retention efforts, achieving a 3x return on digital marketing spend within the first year.
• Designed customer loyalty programs that drove 30%+ repeat purchases in a competitive market.
• Gained full-stack operational experience across product development, sales, and customer experience.

Jan 2012 – Sep 2013 · 1 yr 8 mos · Bengaluru Area, India · On-site

• Reliance Retail | India’s largest retailer across multiple verticals.
• Managed end-to-end category buying for regional clusters, driving a 10% YoY increase in category revenue.
• Negotiated supplier contracts and annual business plans, improving category margins by 8%.
• Led merchandise planning and inventory optimization, reducing stock-outs and overstock by 12%.
• Conducted market research to identify customer buying patterns and trends, influencing new product introductions.
• Collaborated with marketing and store teams to drive category-focused campaigns, boosting sales during key seasons/events.