Lalit Desai

Customer Success Manager

Mumbai, Maharashtra, India8 yrs 11 mos experience
Highly Stable

Key Highlights

  • Seven years of experience in customer success management.
  • Proven ability to enhance customer satisfaction and reduce churn.
  • Expert in designing and implementing customer success strategies.
Stackforce AI infers this person is a Customer Success Manager in the SaaS industry with a focus on client retention and satisfaction.

Contact

LinkedIn

Skills

Core Skills

Customer SuccessAccount ManagementTeam ManagementCustomer Relationship Management (crm)OnboardingSoftware Implementation

Other Skills

Client TrainingCustomer ExperienceCustomer Experience ManagementCustomer Health TrackingCustomer SatisfactionCustomer Success ProgramsData AnalysisFeedback AnalysisProduct DemosProject ManagementRequirement GatheringRequirements GatheringStakeholder ManagementUAT Testing

About

Energetic and self-driven customer success manager with seven years of experience in the CRM software industry. Proven ability to reduce case resolution times and increase overall customer satisfaction. Improve customer service by creating communication protocols and procedures that can be followed by all team members, ensuring consistent handling of queries. Also, report customer feedback and key performance indicators to stakeholders both the company and externally.

Experience

Enrichr technologies

3 roles

Sr. Customer Success Manager

May 2024 – May 2025 · 1 yr

  • Owned relationships with high-value clients, serving as the primary contact for escalations and critical support
  • Designed customer success plans aligned with client needs and ensured smooth onboarding for complex projects
  • Partnered cross-functionally with Product and Engineering to prioritize feedback, track issues, and support new feature rollouts
  • Guided and supported CSMs in handling escalations, client communications, and account management strategies
  • Tracked customer satisfaction metrics, adoption, and engagement to reduce churn and drive retention
  • Collaborated with senior stakeholders to ensure alignment between client goals and product capabilities
  • Spearheaded initiatives to enhance the customer journey and improve overall customer experience.
Customer SuccessAccount ManagementCustomer SatisfactionStakeholder Management

Customer Success Team Lead

Promoted

May 2023 – Apr 2024 · 11 mos

  • Led and mentored a team of Customer Success Managers; conducted team check-ins, 1:1s, and training sessions
  • Oversaw customer relationships for key accounts, acting as an escalation point for complex issues
  • Coordinated with Product and Development teams to implement client requirements and resolve technical challenges
  • Implemented customer success programs covering onboarding, adoption, support, and retention
  • Established metrics-driven processes for customer health tracking, feedback analysis, and churn management
  • Collaborated with Sales for seamless handovers and aligned strategies for customer needs
  • Improved client education through in-app guidance, training materials, and success documentation
  • Drove proactive retention strategies that improved overall client satisfaction
Team ManagementCustomer Success ProgramsCustomer Health TrackingFeedback AnalysisCustomer Success

Customer Success Manager

Oct 2021 – Apr 2023 · 1 yr 6 mos

  • Managed a portfolio of clients through onboarding, adoption, and ongoing engagement
  • Conducted discovery calls with executives and managers to capture business needs and growth opportunities
  • Delivered tailored product demos and training to accelerate adoption
  • Partnered with development/QA to resolve issues, communicate releases, and improve product usability
  • Designed A/B tests to collect data-driven insights and recommend product/process improvements
  • Analyzed customer usage and satisfaction metrics to proactively reduce churn
  • Handled customer requests and complaints, optimized onboarding workflows, and improved support processes
  • Reported customer health and risks to senior management with actionable strategies
Customer Relationship Management (CRM)OnboardingProduct DemosData Analysis

Quikr

Implementation Executive

Nov 2017 – Feb 2020 · 2 yrs 3 mos · Mumbai Area, India

Microdot softwares

Software Implementation cum Support Engineer

Aug 2014 – Nov 2017 · 3 yrs 3 mos · Bhandup, Mumbai

  • Requirement gathering, Interacting with development team, UAT testing, Implementation, Training to the clients.
Requirement GatheringUAT TestingClient TrainingSoftware Implementation

Education

Pragati College of Arts, Commerce And Science

Bachelor of Science (B.Sc.) — Information Technology

Jan 2014 – Present

Adarsha Vidyalay Dombivali

SSC

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