Sumana Das — Customer Success Manager

I am a Customer Success professional with over 6 years of experience driving client satisfaction, retention, and operational excellence across global marketplaces. My work sits at the intersection of customer experience and business outcomes. I have managed high-volume client portfolios while maintaining strict SLA and quality benchmarks, consistently focusing on long-term relationship building rather than short-term issue resolution. At Amazon, I partnered cross-functionally with internal stakeholders to resolve complex customer cases, identify recurring patterns, and implement process improvements that reduced repeat escalations and improved overall customer experience. My role required structured problem-solving, data awareness, and strong communication across global teams. At ShipBob, I am supporting e-commerce merchants at an account level, ensuring seamless coordination between logistics, operations, and support teams. By maintaining proactive communication and understanding the operational impact on merchants’ businesses, I am helping in strengthening the trust and long-term engagement. My approach to Customer Success is rooted in: • Proactive relationship management • Customer lifecycle awareness and retention focus • Stakeholder alignment across cross-functional teams • Process optimization with measurable impact • Clear, confident, and professional communication I am particularly aligned with SaaS and technology-driven organizations where scalable processes, client retention, and customer outcomes are central to growth. Open to remote and global Customer Success opportunities.

Stackforce AI infers this person is a Customer Success professional with expertise in SaaS and CRM environments.

Experience: 6 yrs 11 mos