Mar 2024 – Aug 2025 · 1 yr 5 mos · Pune District, Maharashtra, India · On-site

• Managing a portfolio of over 300 accounts across APAC and Africa, successfully driving customer satisfaction and growth
• Developed and implemented a comprehensive customer onboarding process, enhancing the transition from sales handoff to successful adoption and support
• Collaborated with sales and CS teams (different regions) to identify and execute upselling and cross-selling opportunities, boosting account value
• Implemented a customer feedback process to gather continuous insights through NPS, increasing promoters and reducing detractors by conducting frequent health check-ins and proactively addressing pain points
• Acted as the Voice of the Customer, gathering feedback and advocating for client needs to drive product improvements and enhancements

Oct 2022 – Mar 2024 · 1 yr 5 mos · Pune Area, India

• Managed a portfolio of high-value customers, including leading retail and e-commerce companies, providing strategic guidance and support to drive customer success and revenue growth.
• Conducted regular business reviews to identify opportunities and deliver actionable recommendations, enhancing the customer experience.
• Collaborated with cross-functional teams—sales, product, and support—to address customer needs and resolve issues swiftly.
• Trained and mentored Customer Success Associates, developing their skills and expertise in customer success best practices.
• Ensured customer success by proactively monitoring customer usage and providing timely recommendations

May 2019 – Sep 2022 · 3 yrs 4 mos · Pune Area, India

• Managed a diverse portfolio of SMB and mid-market customers, including retail and e-commerce leaders, driving successful onboarding and implementation efforts for effective product adoption
• Developed and delivered comprehensive customer training sessions, promoting high product usage and customer engagement
• Worked extensively on acquiring customer reviews and testimonials, securing over 150 5-star reviews on platforms such as G2, Capterra, Shopify, Software Advice, and Trustpilot within 2 years
• Successfully converted numerous low-balance or free customers to paid plans and SMBs, enhancing revenue streams
• Defined and established KPIs such as first purchase retention, time to first success, and success attribution to align with customer objectives and ensure long-term growth and satisfaction
• Built and maintained strong relationships with CXOs from SMB and enterprise accounts, fostering trust and collaboration
• Collaborated closely with development and product teams to enhance integration plugins, product features, and dashboard UI, resulting in improved feature upsells and a better customer experience

Dec 2017 – Feb 2019 · 1 yr 2 mos · Pune/Pimpri-Chinchwad Area

• Ensured customer success by proactively monitoring customer usage and providing timely support
• Achieved a 97% success rate on customer service requests, resulting in improved customer satisfaction ratings
• Worked with the Marketing team to create enticing emails and pop-up notifications resulting in increased open and click rates
• Created and engaged customer communities through channels like WhatsApp, SMS and blog forums

Apr 2016 – Jun 2016 · 2 mos · Pune/Pimpri-Chinchwad Area

• I worked as a research intern where I carried out a market research for HCL computers to understand the perception and opinion of existing customers on HCL products. The survey included more than 90 colleges and offices.