Gunjan Gambhir

Customer Success Manager

Gurugram, Haryana, India16 yrs 7 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

15+ years in Customer Success leadership.
Expert in scaling enterprise CS functions.
Proven track record in revenue growth and churn reduction.

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

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Skills

Core Skills

Customer Success

Other Skills

Product Development#CXExpert#WhatsappCXBusiness GrowthBusiness RequirementsRequirements GatheringCustomer Relationship Management (CRM)People ManagementIVRSolution FocusedSolution ImplementationDatabasesIntegrationZendeskZoho

About

Gunjan's Summary:: Certified Business decision specialist! *I’m a Customer Success leader with 15+ years of experience building and scaling enterprise CS functions in SaaS and conversational platforms. My focus is on designing the CS strategy—owning NRR, churn reduction, and expansion—while building strong teams, repeatable playbooks, and executive-level customer engagement. My role is to ensure Customer Success scales predictably and contributes directly to revenue and customer advocac Working closely with Sales, Product, and Leadership to ensure Customer Success is a revenue-driving and retention-led function. Specialties: Customer success, Org Level ownership,Builder+Scaler, Cross Functional Leadership.

Experience

16 yrs 7 mos

Total Experience

4 yrs 1 mo

Average Tenure

4 yrs 3 mos

Current Experience

Gupshup

2 roles

Customer Success Lead

Feb 2022 – Present · 4 yrs 3 mos · Gurugram, Haryana, India

Associate Director

Feb 2022 – Feb 2026 · 4 yrs · Gurugram, Haryana, India

Customer SuccessProduct Development

Knowlarity - cloud communications

3 roles

Senior Manager

Oct 2020 – Feb 2022 · 1 yr 4 mos

Customer SuccessProduct Development

Engagement Manager Lead, Enterprise

Promoted

May 2016 – Oct 2020 · 4 yrs 5 mos

1. Heading a team of Engagement managers, handling strategic Enterprise clients, focused on Revenue growth, product adaption, optimized & timely delivery, and Customer WOW. Acting as a point of escalation for customers and internal teams.
2. Tracking Revenue growth through Product analytics, prioritize at-risk customers to improve customer retention and reduce customer churn.
3. A key member of an elite cross-functional team to fulfill complex solutions requirements and resolving high impacted service issues.
4. Proposing various Feature request at Product or Tech level foreseeing market demands.
5. Accountable for Month recurring revenue of existing customers and expanding footprint into existing accounts through product penetration index.
Devises strategies to align multiple disciplines, coordinating efforts between business partners and driving complex systems integration for robust, high-quality systems that solve business problems.

Customer SuccessProduct Development

Senior Assitant Manager, Solution Delivery expert.

May 2013 – Jun 2016 · 3 yrs 1 mo

Acting as a Solution delivery expert, responsible for
Gathering requirements, establishing project goals and objectives.
Expertise in Multiple integration projects, CTI/Custom) integrations, SF, ZOHO, Leadsquare
communicators, facilitators, and mediators.
Acting as a communicator, facilitator, and mediator between Cx, Product, and Technology.
Driving Delivey SAT, Happiness and improvement plan to meet up expectations

Customer Success

Rohit enterprise

Assistant Manager - Enterprenuer & Consultancy.

Mar 2010 – Apr 2013 · 3 yrs 1 mo · Gurgaon, India

Managing Delivery and quality.
Handling all Quality issues, providing Clients with effective resolutions, and Timely submission of all quality reports.
Inventory Planning, Production Planning, Dynamic lot sizing of orders, and efficient Material Requirements, Planning.

Ibm-cms training program

Intern

Sep 2008 – Mar 2009 · 6 mos · IBM-CMS Training Program, New Delhi, India

The course covers basic IT technology concepts, storage fundamentals, Continuous Data Protection, disaster recovery management, project and deployment strategies.