Ankit Pal

Customer Success Manager

New Delhi, Delhi, India6 yrs 3 mos experience

Key Highlights

Achieved 120% of expansion quota in FY24
Reduced churn during implementation for enterprise clients
Built scalable success frameworks for customer retention

Stackforce AI infers this person is a Customer Success expert in the B2B SaaS industry.

Contact

Skills

Core Skills

Customer SuccessEnterprise SoftwareUser AdoptionRetention ManagementCreative Problem Solving

Other Skills

APIAccount ExpansionAccount ManagementAdobe PhotoshopAnalytical SkillsB2B MarketingBusinessBusiness AnalysisBusiness Intelligence (BI)Business Relationship ManagementBusiness ReviewsBusiness-to-Business (B2B)Client RelationsClientSuccessCustomer Service

About

Experienced Customer Success professional with a strong track record of helping B2B SaaS companies retain customers, drive growth, and expand customer lifetime value through helping clients achieve their desired business goals and realize value they expected from the product. With over 8 years of experience across India and Canada, I’ve partnered with enterprise and mid-market clients to improve product adoption, reduce churn, and deliver measurable business outcomes. My approach is rooted in proactive relationship building, cross team collaboration, and data backed execution. Highlights: 🌍 Managed North American and EU accounts with a focus on scalable success frameworks and long term value delivery 🔄 Started as part of the founding Customer Success team; helped scale the function from 0 → 1 → 5 across multiple growth stages 🚀 Led onboarding for mid-market and enterprise clients, reducing churn during implementation and accelerating time to value 🤝 Built and operationalized Voice of Customer programs, channeling insights into product, support, and roadmap discussions

Experience

Case iq

Customer Success Manager (Enterprise)

May 2024 – Present · 1 yr 10 mos · Montreal, Quebec, Canada · Remote

Own a $4.5M ARR portfolio across 52 Enterprise & Mid-Market accounts, sitting at 98% GRR and attaining 120% of a $100K expansion quota in FY24, with a relentless focus on adoption, retention, and expansion.
Partner with HR, Compliance, and Legal teams at leading global brands to simplify investigations at the workplace, employee relations, and ethics & compliance processes.
Host Quarterly Value Reviews (or QBRs) with clients to assess progress against goals, review key metrics with Executive Sponsors, gather feedback, and identify opportunities for adoption, optimization, and expansion.
Serve as the direct technical liaison for environment configuration, Power BI and Yellowfin reporting, API integrations, and MS Azure connectivity.
As an internal advocate for ChurnZero at Case IQ, helped implement Enterprise Playbooks and customer journeys that drive team productivity and enable data-driven decision-making.

Enterprise SoftwareSoftware as a Service (SaaS)Customer SuccessSolution Implementation

Kognitiv spark

Customer Success Manager

Oct 2023 – Apr 2024 · 6 mos · Fredericton, New Brunswick, Canada · On-site

Owned a book of $1.5M ARR of 38 North American and EU accounts spanning industrial, manufacturing, defence, and public sectors for a Mixed Reality product.
Reduced Time to Value (TTV) by 30% by developing personalized, scalable playbooks tailored to different segments, defining use cases, collaborating with executive and user champions on RFPs and project kickoffs, and consistently tying value back to goals established during kickoff.
Led the development of KognitivU, a comprehensive collection of self-paced courses designed to enhance user proficiency with RemoteSpark(app), increasing adoption and reducing friction.

User AdoptionRetention ManagementAPIAccount ExpansionProduct TrainingCustomer Success

University of new brunswick

Teaching Assistant (Systems Analysis & Software Implementation courses)

May 2023 – Jan 2024 · 8 mos · Fredericton, New Brunswick, Canada · Hybrid

Oral CommunicationMultitasking

Ocrolus

Senior Customer Success Manager

Nov 2020 – Dec 2022 · 2 yrs 1 mo · New Delhi, Delhi, India · Hybrid

Owned a $2.2M book of mid-market and enterprise financial services customers in EMEA and North America, focusing on retention and expansion.
Achieved 110% Net Revenue Retention (NRR) over five consecutive quarters by driving revenue expansion, ensuring retention, and proactively predicting early churn.
Increased product adoption growth by a median of 4% month on month through personalizing customer journeys, partner onboarding, and recommending best practices on using 4 verticals within the app, Classify, Capture, Detect and Analyze.
Collaborated cross-functionally with product, operations and revenue teams, actively contributing to the product roadmap and achieving 20% alignment with industry verticals through Voice of Customer initiatives.

Financial TechnologyCreative Problem SolvingSalesforce.comERP ImplementationsProblem SolvingBusiness+23

Certa.ai

Customer Success Analyst

Apr 2019 – Nov 2020 · 1 yr 7 mos · New Delhi, Delhi, India · Remote

Leveraged data to improve customer retention, drove adoption, and supported revenue growth through actionable insights, supporting implementation, and providing user training.
Achieved notable milestones by successfully delivering projects for risk and compliance teams at Fortune 500/1000 companies and launching major clients within tight time frames.
Built the customer onboarding playbook, reducing time-to-value by 40% and accelerating new customer activation.
Developed and maintained customer health scores and dashboards that signal risks or opportunities for upsell and expansion.

Creative Problem SolvingSalesforce.comERP ImplementationsProblem SolvingBusiness-to-Business (B2B)Analytical Skills+18

Zentrades.ai

Founding Team | Customer Success

Jul 2016 – Feb 2019 · 2 yrs 7 mos · Pune, Maharashtra · On-site

Played a pivotal role in scaling the Customer Experience function from 0 to 1 and 1 to 5, supporting the growth of a B2B SaaS product, simplifying operations for the trades industry in the US.
Launched and operationalized the customer success function, building the onboarding, implementation, and support processes from the ground up.
Directed cross-functional initiatives across Customer Success, Product, and Implementation, leading to a 30% YoY increase in customer retention and 2x expansion in account growth.
Mentored and onboarded early hires in CS and Implementation, laying the foundation for scalable team growth and knowledge transfer.
Introduced early success metrics (health scores, product usage benchmarks) to identify risk proactively.

Creative Problem SolvingSalesforce.comERP ImplementationsProblem SolvingBusinessBusiness-to-Business (B2B)+22