Manmohan Mishra

CEO

Bengaluru, Karnataka, India11 yrs 4 mos experience

Highly Stable

Key Highlights

Over a decade of experience in customer success.
Proven track record of reducing churn and increasing account value.
Expert in launching financial wellness products and driving adoption.

Stackforce AI infers this person is a Customer Success Leader in the SaaS and FinTech industries.

Contact

Skills

Core Skills

Customer SuccessProject ManagementAccount ManagementProduct Adoption

Other Skills

Customer Relationship Management (CRM)Stakeholder ManagementTeam LeadershipPresentationsAccount GrowthCustomer Lifecycle ManagementCustomer EngagementBusiness EthicsBusiness OperationsCustomer LoyaltyOperational ExcellenceC-LevelBusiness Relationship ManagementBusiness ReviewsExternal Relationships

About

Result and data-driven customer success practitioner with over a decade of experience in client partnership, business operations, system configuration, and managing & maintaining CS tools. I excel in leveraging deep customer insights and data analysis to drive satisfaction, product launches, adoption, and operational efficiency. My track record includes reducing churn, negotiating renewals, increasing account value, and leading automation projects to streamline processes and enhance customer experiences.

Experience

11 yrs 4 mos

Total Experience

2 yrs 4 mos

Average Tenure

1 yr 11 mos

Current Experience

Diligent

APAC Lead

Jul 2024 – Present · 1 yr 11 mos · Bengaluru, Karnataka, India · Hybrid

As a Lead for the APAC region, I manage the team as a player-coach, ensuring alignment to KPIs, along with team and individual performance against key metrics.
Own direct management of a specific book of business.
Project management through all phases of the client relationship, including managing the users of Diligent’s applications, such as the board of directors and corporate executives.
Remain in regular contact with the customer to evaluate satisfaction and proactively identify upcoming needs, including possible expanded use opportunities for Diligent’s products and services, passing such leads to the expansion sales team.
Provide an excellent experience for all the clients by anticipating and resolving business issues and maintaining systems in a manner that exceeds client expectations.
Coordinate with technical team as needed to meet client needs, while managing their expectations to prevent overload or missed deadlines.
Provide customer feedback on solutions to assist in continuous improvement of Diligent products.
Manage all the APAC clients and products in an organized and meticulous manner.
Assist directors with leadership responsibilities when needed.
Assist the team in reporting client feedback or concerns up to management.
Act as liaison between multiple internal teams (services, sales operations, marketing, and sales).
Assist in coaching, mentoring, and talent development of the broader customer success team.

Project ManagementCustomer Relationship Management (CRM)Stakeholder ManagementTeam LeadershipCustomer Success

Refyne india

2 roles

Associate Director / Deputy General Manager

Promoted

Jan 2023 – Jun 2024 · 1 yr 5 mos

Cohort leader for major and key accounts, leading a team of CSMs, fostering relationships to implement the financial wellness suite thereby contributing to the organization’s revenue.
Launched 8 financial wellness products within 3 years, showcasing a proven track record of driving successful product initiatives, implementation and fostering innovation.
Tailor communication styles to meet varying stakeholder requirements resulting in NPS score of 80 and above throughout.
Led the account expansion initiative to add over half a million new users, contributing to increase the MRR.
Developed and implemented comprehensive business plans, SoPs, SLAs, and policies to achieve 100% customer retention from Q3, FY2021 to Q4, FY2023.
Defined KPIs and adjusted strategies based on metrics such as CSAT & NPS to manage renewal and churn.
Negotiated and closed multi-year renewal agreements with key/major accounts, achieving 120% of the targeted renewal rate.
Identify growth opportunities by up-selling new products contributing to 40% adoption since first month.
Pioneered the establishments and development of the financial wellness for gig partners initiative.
Led quarterly/yearly business reviews with C-level executives across multiple key accounts, influencing the decision-making process and alignment of our services with their strategic goals.