Apr 2024 – May 2025 · 1 yr 1 mo · On-site

• Led a $7M+ enterprise account portfolio across e-commerce, fintech, and gaming sectors, focusing on renewals and expansion revenue, which increased overall renewal rates and drove additional revenue growth.
• Achieved 50% YoY revenue growth through data-driven engagement programs and proactive success planning.
• Managed and mentored a team of five Customer Success Managers, establishing clear OKRs and regular coaching sessions to boost retention and account growth, which improved client retention and increased account revenue.
• Established OKRs, renewal forecasts, and performance dashboards that aligned team operations with quarterly NRR and ARR targets, helping the team stay on track to meet those goals.
• Secured an upsell initiative featured in a Meta case study, demonstrating ROI through conversational commerce.
• Increased product adoption by 10% QoQ through strategic enablement sessions and success playbooks.
• Reduced churn risk and improved renewal rates by designing a scalable Customer Health Scoring Model integrating usage analytics, NPS feedback, and goal attainment metrics.
• Facilitated peer coaching and continuous learning programs, improving team productivity and CSAT by 20%.
• Partnered with C-suite executives to ensure long-term renewals and strategic account alignment.

Apr 2023 – Nov 2023 · 7 mos · Mumbai, Maharashtra, India · On-site

• Reduced time-to-value by 30% through restructured onboarding workflows and implementation optimization.
• Mapped SaaS platform capabilities to business KPIs, aligning EXIM automation goals with measurable ROI outcomes.
• Strengthened key account relationships and identified new expansion opportunities through proactive engagement using customer health scoring, leading to additional upsell pipelines.
• Developed customer success plans and health monitoring frameworks ensuring continuous value realization and satisfaction.
• Empowered client-side champions, reducing support dependency and boosting self-service adoption.

Aug 2021 – Apr 2023 · 1 yr 8 mos

• Product Led Growth
• Driving product adoption, customer retention and account net dollar expansion for the book of business (EMEA and US clients)
• Product roadmap - Scoping and developing business case(s) for new features and enhancements based on user needs and competitive benchmarking
• Leading strategic initiatives to increase Active users (MAU, WAU and DAU) and driving product stickiness.
• Led and coached a team of 2 Product Success Associates, overseeing onboarding, quarterly business reviews, and adoption strategy, which enhanced team performance.
• Product Consulting
• Strategic client advisory along with planning & executing the product launch/ roll out strategy in line with the client's key business objectives and expected outcomes.
• Designing client specific customised solutions based on business requirements and program managing its end to end execution and driving value realisation for client executive leadership.

Aug 2020 – Aug 2021 · 1 yr

Jun 2019 – Aug 2020 · 1 yr 2 mos

Oct 2018 – May 2019 · 7 mos · bangalore

• Drive the product and business-planning process across cross-functional teams of the company
• 1- Analyze consumer needs, current market trends, and potential partnerships from an ROI and build vs.
• buy perspective
• 2- Assess current competitor offerings, seeking opportunities for differentiation
• Analyze product requirements and develop appropriate programs to ensure they’re successful
• achieved
• 3- Develop, implement, and maintain production timelines across multiple departments
• 4- Appraise new product ideas and strategize appropriate to-market plans

Jul 2018 – Sep 2018 · 2 mos · Mumbai Area, India

• 1- Maximize the sales performance by establishing strong relationships and gaining insight to the needs
• and lifestyle of the client
• 2- Meet weekly, monthly, and annual sales and activity quotas
• 3- Generate leads and commit to customer service by building relationships
• 4- Adjust sales techniques based on interactions and results in the field
• Perform incisive and insightful market and competitive research

Sep 2017 – Nov 2017 · 2 mos · Mumbai Area, India

May 2016 – Jul 2016 · 2 mos · Mumbai Area, India

• 1- Maintaining a positive, empathetic and professional attitude toward customers at all times.
• 2- Responding promptly to customer inquiries.
• 3- Communicating with customers through various channels.
• 4- Acknowledging and resolving customer complaints.
• 5- Knowing our products inside and out so that you can answer questions.
• 6- Keeping records of customer interactions, transactions, comments and complaints.
• 7- Communicating and coordinating with colleagues as necessary.
• 8- Providing feedback on the efficiency of the customer service process.
• 9- Managing a team of junior customer service representatives.
• 10- Ensure customer satisfaction and provide professional customer support.