Keshav Chandra

Business Development Executive

Bengaluru, Karnataka, India8 yrs 1 mo experience

Most Likely To SwitchAI ML Practitioner

Key Highlights

Expert in scaling customer success in high-growth startups.
Proven track record in driving retention and upselling strategies.
Strong background in MarTech and SaaS industries.

Stackforce AI infers this person is a Customer Success Leader in the MarTech and SaaS industries.

Contact

keskar0805@gmail.com LinkedIn

Skills

Core Skills

Customer SuccessCustomer Lifecycle ManagementRetention StrategiesClient RetentionBusiness DevelopmentProduct ManagementCustomer EngagementSaas Project DeliveryClient ConsultingCustomer SupportImplementation

Other Skills

Account ExpansionAgile MethodologiesAgile Project ManagementArtificial Intelligence (AI)Brand StrategyBusiness ConsultingBusiness Intelligence (BI)Business Process AutomationBusiness Process ImprovementBusiness StrategyC-Level RelationshipsC-Suite SellingChurn ManagementClient ServicesCross-Selling

About

Go-Getter | Customer Success Enthusiast | 0-1 & 1-N Scaling Expert | Product, Growth & Marketing Strategist | Early-Stage Startup Specialist | Martech, Fintech & SaaS Enthusiast Passionate about accelerating growth and transforming customer experience in high-velocity HRtech/Martech/Fintech environments. A go-getter with a “Let’s get this done” attitude, I bring strong 0-1 and 1-N experience from early-stage & hyper-growth startups. With a versatile background across CustomerSuccess, Growth, and Marketing, I excel at driving rapid launches and scaling initiatives in dynamic, fast-paced environments. Passionate about turning challenges into opportunities and delivering measurable business impact through ownership and hustle. Open to connecting with fellow professionals and exploring opportunities in fintech, SaaS, and growth-driven roles. Let’s connect to collaborate, innovate, and create impact together.

Experience

Gokwik

2 roles

Senior Manager, Customer Success

Jan 2025 – Present · 1 yr 2 mos · Bengaluru, Karnataka, India

Manager, Customer Success

Jan 2023 – Present · 3 yrs 2 mos · Bengaluru, Karnataka, India

GoKwik | KwikEngage | Founding Customer Success Manager
As the first Customer Success hire for GoKwik’s retention suite, KwikEngage, I played a foundational role in building one of India’s largest conversational commerce success stories. From a one-member success function to a 20+ member team and establishing a customer-first growth charter across marquee D2C brands.
Drove 0–1 and 1–10 scaling of KwikEngage success motion by creating training play-books, and use-case expansion frameworks for growth-stage merchants.
Led customer success strategy for KwikEngage — an AI-powered WhatsApp engagement platform driving 5x ROAS and 130% higher cart recovery for leading D2C merchants.
Partnered with Founder's & CXOs through onsite MBRs/QBRs to identify revenue levers, unlocking 2–3x growth through cross-sell and lifecycle optimization initiatives.
Designed scalable success frameworks, playbooks, and governance models to standardize onboarding, adoption, and lifecycle management across enterprise and growth merchants.
Built a data-driven performance culture, fostering collaboration between Product, Tech, and Growth teams to accelerate feature adoption , Upsell/Cross-sell and Retention metrics across the portfolio.
Built and coached a high-performing CSM team managing marquee D2C brands, reinforcing KwikEngage as India’s #1 retention platform.

Customer SuccessCustomer Lifecycle ManagementCross-functional Team LeadershipData-driven Decision MakingPerformance MarketingAgile Methodologies

Outplay

Customer Success Manager

Jun 2022 – Dec 2022 · 6 mos · Bengaluru, Karnataka, India · Remote

Drove adoption & product-led expansion through a team of 5 CSMs
Strategic focus on churn inversion, expansion levers & high-value engagement.
Outcome-driven playbooks that scale retention & revenue growth Support, Upsells, QBRs etc.
Increased retention by 15% for at-risk clients through targeted success strategies.
Led upsell initiatives, driving 5x recurring revenue growth for a key account.
Spearheaded a value realization program, delivering 2.5x ROI for 35% of my portfolio.

Customer SuccessRetention StrategiesUpsellingChurn Management

Aerchain

Customer Success Manager

Dec 2021 – Jun 2022 · 6 mos · Bengaluru, Karnataka, India · Hybrid

Reporting to the Managing Director and CEO. The role involved client retention, lead management and conversion by ensuring continual business growth.
Developing an understanding of the client’s business and technology platform in order to develop effective pitch ideas and provide business solutions that are in line with their overall marketing vision and technology ecosystem including share of voice (SOV)
Was a pivotal liaison between clients, affiliate partners, media houses and third party vendors to track and evaluate marketing campaign performance and continuously optimize creatives to achieve business goals
Contributing to business development initiatives, company and industry blogs

Client RetentionLead ManagementBusiness Development

Zoho

3 roles

Lead- Product Consultant

Oct 2020 – Dec 2021 · 1 yr 2 mos

Worked with clients across geographies (USA, UAE & India) to create and develop websites and mobile applications, database management and assisted with lead generation activities
Championed Zoho HRMS & Finance product suites for Enterprise clients, driving customer advocacy and cross-functional collaboration (Tech Support, Sales, Product) in EMEA, APAC & Europe Region
Collaborating with cross-functional teams, including Sales, Marketing, and Product, to drive customer engagement, identify areas for improvement, and implement solutions
Product roadmap influence: Collected and delivered client feedback to Product Management, shaping product direction and feature prioritization.
Revenue generation: Developed and executed strategies for new business acquisition and account expansion via upselling/cross-selling.
Strategic account management: Provided consultative services, training, and implementation support.
Pre-sales support: Prepared compelling presentations and tailored communications to meet client needs.

Product ManagementCustomer EngagementAccount Expansion

Senior Product Consultant

Promoted

Jun 2019 – Oct 2020 · 1 yr 4 mos

Drove successful SaaS project delivery (CRM, HRMS, Finance) for major enterprise clients, encompassing onboarding, account management, and upselling.
Orchestrated cross-functional collaboration (pre-sales, TAM/SAM, PM, support, R&D) to ensure seamless client experience.
Conducted thorough risk assessment, feasibility analysis, and delivery planning for new requirements.
Contributed expertise across all project lifecycle phases (analysis, development, testing, operations).
Provided strategic consulting on requirements and architecture design, tailored to client infrastructure needs.

SaaS Project DeliveryRisk AssessmentClient Consulting

Product Consultant

Jan 2018 – Jun 2019 · 1 yr 5 mos

Early years were focused on knowing the role and learning the product to its core as follows:
Provide Email / Phone support and assist with the implementation through various Zoho products.
Provide Training, implementation and consultation to customers & partners.
Troubleshoot product / environment-related issues and suggest changes in processes/workflows.
Conducted customer calls to gather reviews and testimonials.
Provide business requirements to product teams, based on inputs from customers.
Liaise with Product Team to collect and provide feedback from clients about product improvements and feature requests to help shape the product roadmap.

Customer SupportImplementationTraining