Mohd Irfan

CEO

Bengaluru, Karnataka, India6 yrs 7 mos experience

AI Enabled

Key Highlights

Achieved 94%+ Gross Revenue Retention.
Generated ₹3.2 Cr+ in expansion revenue.
Built and led high-performing customer success teams.

Stackforce AI infers this person is a Customer Success Leader in the SaaS industry with a focus on enterprise accounts.

Contact

irfan.mdofficial8@gmail.com LinkedIn

Skills

Core Skills

Customer SuccessRetentionTeam Leadership

Other Skills

Account ManagementData AnalysisCross-functional CollaborationChurn ManagementCustomer AnalyticsEngagement InsightsTeam ManagementHiringKPI DefinitionUser EngagementMarket ResearchCustomer DataEngagement StrategiesStakeholder ManagementUpselling

About

As the Lead – Customer Success (Enterprise) at Instahyre, I oversee the South India region, managing an ₹18+ Cr ARR enterprise SaaS portfolio. I partner closely with large enterprise and marquee accounts, including Google, Amazon, Goldman Sachs, JP Morgan, and Oracle among others to drive retention, renewals, expansion, and overall account health. My role centers on building strong CXO-level relationships, proactively identifying and addressing challenges, and creating long-term, measurable value for clients. I bring a deeply customer-centric mindset to every engagement, with a strong emphasis on customer satisfaction, loyalty, and outcomes. I have delivered strong commercial outcomes, including 94%+ Gross Revenue Retention (GRR) and 112% Net Revenue Retention (NRR), achieved through upsell, cross-sell, and strategic account expansion. I have also generated ₹3.2 Cr+ in expansion revenue by leveraging customer usage analytics, engagement insights, and hiring demand signals to identify and execute growth opportunities. Equally important to me is building and leading high-performing teams, enabling them to execute effectively in the best interest of our customers. Through data-driven decision-making and close cross-functional collaboration, I consistently drive success for both clients and the organization.

Experience

6 yrs 7 mos

Total Experience

1 yr 4 mos

Average Tenure

1 yr 2 mos

Current Experience

Instahyre

2 roles

Lead - Customer Success (Enterprise)

Promoted

Mar 2025 – Present · 1 yr 2 mos · Bengaluru · On-site

1) Regional Ownership & Business Impact:
Heading Customer Success for South India, owning ARR, renewals, retention, expansion, and account health across a ₹18+ Cr ARR enterprise SaaS portfolio
Managing large enterprise and strategic accounts, including Google, Amazon (all entities), Goldman Sachs, JP Morgan, TCS, Walmart Global Tech India, Uber, Salesforce, Meesho, MakeMyTrip etc
Built strong CXO-level stakeholder relationships, acting as a trusted advisor and driving long-term customer value, loyalty, and advocacy
2) Retention, Renewals & Revenue Expansion:
Delivered 94%+ Gross Revenue Retention (GRR) through proactive churn management, renewals forecasting, and escalation handling
Achieved 112% Net Revenue Retention (NRR) via upsell, cross-sell, and account expansion strategies
Generated ₹3.2 Cr+ expansion revenue using customer usage analytics, engagement insights, and hiring demand signals
3) Data-Driven Customer Success & Adoption:
Implemented churn analysis, customer health scoring, engagement models, and early churn identification, reducing high-risk accounts by 25% QoQ
Led Monthly Business Reviews (MBRs) to drive product adoption, ROI measurement, and roadmap alignment
4) Team Leadership, Hiring & Scale:
Hired, onboarded, and scaled a team of 15+E-CSMs/ CSMs/ Associates, defining KPIs, playbooks, and operating cadence
Led a high-performing CS team, maintaining CSAT > 4.6/5 and a consistent enterprise customer experience
Acted as the final escalation owner for high-impact enterprise accounts
5) Go-To-Market (GTM) & Cross-Functional Leadership:
Contributed to GTM strategy, working closely with Sales, Product, Marketing, and Leadership on launches, positioning, and adoption
Partnered with Sales on renewals, expansions, pipeline alignment, and forecasting accuracy
6) Customer Advocacy & Enablement:
Drove customer advocacy with 15+ enterprise references, testimonials, and case studies
Acted as CS SME for customers

Customer SuccessRetentionAccount ManagementData AnalysisTeam LeadershipCross-functional Collaboration

Lead - Customer Success (Enterprise)

Sep 2021 – Jun 2024 · 2 yrs 9 mos · Bengaluru, Karnataka, India · Remote

Prominent Customers Under My Portfolio: Google, Amazon (All 5 entities), Walmart Global Tech India, Uber, VMware, Sprinklr, SalesForce, Meesho, MakeMyTrip, Maersk, Freshworks, Epsilon etc.
Customer Centric Attribute: Empathizing with customers, putting customer's needs first. Maintaining high levels of customer engagement with a focus on customer satisfaction and loyalty.
Retention Practices and Churn Management: Handled escalations and successfully mitigated churn by promptly addressing customer concerns and delivering effective solutions.
Analytical Optimization: Conducted various analyses, including churn analysis, engagement models, and early churn identification, to optimize customer success strategies and drive proactive interventions.
Customer Empowerment: Coached customers to be experts in using our platform and trained their teams on best practices during onboarding and refresher sessions throughout customer lifecycle.
Customer Engagement and Awareness: Responsible for conducting monthly business review meetings with all of my accounts in order to make the clients aware about their existing usage.
Stakeholder Management: Proactively cultivated and maintained relationships with key stakeholders, including clients, internal teams, and external partners, to ensure alignment with project objectives and foster collaboration.
Team Management Duties: Spearheaded and managing a team of customer success associates, overseeing their day-to-day activities and ensuring alignment with company goals and customer satisfaction objectives.
Upsell & Cross-Sell: Utilized customer analytics and data-driven insights to identify customer trends, pain points, and opportunities for upselling and cross-selling.
Internal Trainings: Acted as a subject matter expert on customer success operations, providing guidance and training to new team members on best practices, tools, and processes.
Product Marketing: Help drive customer references, testimonials and case studies.

Customer SuccessChurn ManagementStakeholder ManagementUpsellingRetention

Wooqer

Lead - Customer Success (Enterprise)

Jun 2024 – Mar 2025 · 9 mos · Bengaluru, Karnataka, India · On-site

Led a team of 3 CSMs managing 53 key accounts, achieving $51K MRR.
Increased user engagement by 38%, identifying monetization levers and upsell opportunities for 15% growth.
Reduced onboarding time by 33% through streamlined processes, aligning technical and business stakeholders
Conducted comprehensive market and competitor research to define customer success strategies.
Built strategic relationships with C-suite executives to enhance customer retention, profitability and long term business partnerships.
Conducted MBRs and QBRs to evaluate progress and strategize client growth opportunities.
Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
Developed targeted strategies using data insights to enhance client engagement.

Customer SuccessUser EngagementMarket ResearchTeam ManagementRetention

Mettl

Senior Associate Corporate Operations

Dec 2020 – Aug 2021 · 8 mos · Gurugram, Haryana, India

Educated clients on services and resolved client inquiries related to the platform being their POC’s.
Managed various MNC’s and pursued resolutions to achieve complete customer satisfaction.
Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
Sustained Continuous improvement in customer retention as first POC’s for the clients. Also used various CRM tools to answer the clients queries and to communicate the same internally in order to avoid any communication gaps.
Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.

Customer SatisfactionClient ManagementContinuous ImprovementCustomer SuccessRetention

Medtrail

Customer Success Manager

Sep 2019 – Dec 2020 · 1 yr 3 mos · New Delhi Area, India

Strategies Developed: Developed Operations strategy from ground-up, including processes for onboarding new accounts, holding existing accounts, pointers for continuous follow-ups with the clients, off boarding an account and streamlined the flow of payments by introducing Nodal account aspect.
Training Duties: Responsible for co-ordination within internal teams for recruiting and training for new employees that were to be assigned under me.
Revenue Generation Duties: Responsible for driving timely revenue generation mandates from existing clients.
Supervisory Duties: To manage the Tp-pos (SaaS) and team of 12-14 people who were assigned to different accounts, under my area of supervision.
Inventory Management Duties: Optimizing the existing inventory and ensuring the timely delivery of the medicines ordered, ensuring correct quantity of medicines ordered so as to ensure that the new order doesn’t hamper the already optimized inventory.
Public Relation Duties: Responsible for developing and then maintaining, professional and competent public relation with the client, and comprehensively working to attain the set, objectives of respective accounts.

Customer SuccessOperations StrategyTrainingRetention

Aditya birla fashion and retail ltd.

Assistant Store Manager

Jun 2019 – Jul 2019 · 1 mo · Dehradun

Analyzed and interpreted the front-end sales operations using POS (Point of Sale) software.
Worked on understanding the reason why customers were gradually drawing away from the brand.
Stock acceptance process using S/4 HANA software.
Market research in and around the area to draw a conclusion about the revenue being generated by ABFRL and its competitors collectively and individually.

Sales OperationsMarket Research