Sep 2022 – Jun 2025 · 2 yrs 9 mos

• Orchestrated end-to-end success for a $2M+ ARR portfolio of 250+ North American SaaS clients, driving a 95%+ renewal rate through strategic planning and stakeholder alignment.
• Surpassed quarterly upsell and cross-sell quotas by 120%+ by identifying customer expansion opportunities and leveraging consultative engagement.
• Delivered over 30 monthly C-level onboarding and training sessions monthly, resulting in a 40% YoY spike in product feature adoption.
• Reduced churn by 35% by proactively managing customer health, mitigating risks, and implementing structured success plans.
• Integrated Adobe Sign and Acrobat into customer workflows using native and API connections, enhancing platform usage and ROI.
• Elevated CSAT by 15% through partnership with Sales, Product, and Marketing, aligning success initiatives with evolving customer needs.
• Achieved 95% forecast accuracy using Salesforce CRM and Gainsight for health scoring, pipeline visibility, and customer lifecycle tracking.

Jan 2022 – Aug 2022 · 7 mos

• Spearheaded customer success strategies for 5+ edtech programs, improving engagement by 30% and retention by 20% QoQ through tailored success journeys.
• Accelerated onboarding by 15% by developing SOPs and automating implementation workflows, reducing manual touchpoints.
• Championed feedback-driven product development, enabling the release of 3 high-impact LMS features and lifting satisfaction by 18%.
• Developed enablement playbooks and internal processes, scaling team effectiveness and reducing onboarding escalations by 40%.
• Forged strategic partnership with KPMG to co-deliver an executive program, boosting enrollments by 35% and brand credibility.

Mar 2020 – May 2021 · 1 yr 2 mos · Gurugram, Haryana, India

• Key accomplishments include:
• Managed successful implementations for over 50 enterprise clients while achieving a remarkable onboarding success rate of 98%, ensuring seamless integration with client systems and processes.
• Drove a significant increase in product adoption by 35% through targeted solution consultations and hands-on training workshops tailored to meet diverse client needs.
• Coordinated the launch of four innovative products that collectively increased annual company revenue by more than $500K through strategic market positioning and customer feedback integration.
• Collaborated cross-functionally with sales and product teams to enhance customer engagement strategies that resulted in improved client satisfaction scores across all implemented solutions.
• Skills: Product Implementation, Client Onboarding Strategies, Solution Consultation Techniques

Aug 2016 – Mar 2020 · 3 yrs 7 mos · Gurgaon, India

• Key accomplishments include:
• Implemented new quality assurance protocols and call compliance standards that improved overall collections efficiency by 22%, significantly enhancing team performance and client satisfaction metrics.
• Led a team of over 10 agents to strategically reduce delinquency rates by 18% year-over-year through targeted coaching and effective segmentation techniques tailored to diverse customer profiles.
• Optimized collections workflow and reporting systems, leading to a 15% reduction in operational costs while ensuring compliance with industry regulations and maintaining high service quality standards.
• Collaborated with cross-functional teams to identify process bottlenecks and developed solutions that streamlined operations, reducing average collection cycle time by 25%.
• Skills: Collections Management, Team Leadership, Process Optimization