Mrinal Chandra

Customer Success Manager

Bengaluru, Karnataka, India4 yrs 11 mos experience

Most Likely To Switch

Key Highlights

Top performer in customer success metrics.
Successfully onboarded 117 clients in one year.
Reduced support tickets by 20% through effective product management.

Stackforce AI infers this person is a Customer Success Manager with expertise in SaaS and IT Consulting.

Contact

chandramrinal29@gmail.com LinkedIn

Skills

Core Skills

Customer SuccessStakeholder ManagementProduct AdoptionProduct ManagementStakeholder EngagementAccount ManagementClient EscalationsIt ConsultingCustomer Experience

Other Skills

Azure Bot ServicesBrand ManagementBusiness RelationsBusiness StrategyCClient DeliveryCloud ApplicationsCloud ComputingCloud SecurityCloud StorageCommunicationCustomer Escalation ManagementCustomer Experience ManagementCustomer OnboardingCustomer Relationship Management (CRM)

About

I am presently serving as a Customer Success Manager (CSM) at Quizizz. My past stints include Account Management/Customer Success (Business Insurance), as well as Product Management (Payments, Banking - US Markets) and IT Consulting (Enterprise Knowledge Management systems). I hold an engineering degree in Computer Science as well as an MBA in Marketing/IT Operations. I love to read. Often, I push myself to write too. I am the youngest of three siblings and fluent in both English and Hindi, with conversational proficiency in Bangla. Aiming to learn Kannada and Spanish. Based out of Bengaluru. Cheers!

Experience

4 yrs 11 mos

Total Experience

1 yr 2 mos

Average Tenure

2 yrs 6 mos

Current Experience

Wayground (formerly quizizz)

2 roles

Customer Success Lead

Promoted

Jan 2026 – Present · 5 mos · On-site

At Wayground (formerly Quizizz), I am a CS lead for the schools and districts team across TX, NJ, VA, AL etc. owning the customer journey from onboarding through renewals and expansion.
I work closely with school and district stakeholders to drive adoption, engagement, and sustained value from the platform.

Customer SuccessStakeholder ManagementCustomer Experience Management

Customer Success Manager - US

Dec 2023 – Feb 2026 · 2 yrs 2 mos · On-site

Onboarded 117 North American clients in a year with 4.8/5 CSAT.
Maintained 96% NRR for a $1.2mil book across 393 accounts.
Top performer in kick-offs, QBRs, and calls across US/India CSM teams.
Highest customer engagement stats in the team.
Drove product adoption, minimising low-usage accounts to the lowest among CSMs.
The lowest number of accounts amongst all CSMs in the sub-20% utilisation category.
Amplified the voice of the customer, shaping product improvements.

Customer SuccessCustomer OnboardingCustomer Escalation ManagementProduct Adoption

Priority

Business Analyst - Product Manager

Jul 2022 – Nov 2023 · 1 yr 4 mos · Chandigarh, India · On-site

Requirement gathering, Creating PRDs, product designs & business specs for engineering and architecture teams.
Led roadmap meetings & product demos for stakeholders - including CS, AM, Financial Compliance and Executive leadership teams.
Drove MBRs/QBRs, aligning customer success strategies with product roadmap development across teams.
Trusted advisor, resolving technical and functional queries.
Created a new ticketing system for customer-facing teams to aid in bug tracking.
Authored the PRD, created wireframes, and consulted on product design.
Boosted end-user satisfaction, reducing support tickets by 20%.
Spearheaded payment approvals workflow for $500K+ transactions, handling PRD, design, QA & testing.

Product ManagementRequirement GatheringPRD CreationStakeholder Engagement

Plum

Account Manager

Oct 2021 – Jul 2022 · 9 mos · Bengaluru, Karnataka, India · On-site

Led sales handovers, dashboard setups, and product demos.
L2 SME for end-to-end client escalations in onboarding.
Scaled from SME to Mid-Market & Enterprise accounts in 10 months.
Managed 30 clients with revenue between $5K–$150K each.
Achievements:
Mentored three new hires in Onboarding/AM teams.
Onboarded 145+ clients with a 9/10 CSAT.
Awarded Team Champ (Jan-Mar 2022).
Boosted CSAT & NPS response rates, driving a 35% CSAT response increase and 17% higher retention

Account ManagementSales ManagementClient Escalations

Infosys

Associate Consultant

May 2021 – Sep 2021 · 4 mos · Pune, Maharashtra, India · Hybrid

Aiding the consulting team in different phases of the project including problem definition, presales documentation, effort estimation, diagnosis, solution generation, design, and deployment.
Co-ordinating technology consulting efforts between client, development team, business leadership, and partners.
Demonstrating and implementing Customer Experience projects in the B2B domain based on ERP and Cloud SaaS products. Worked on Oracle Supply Chain, Knowledge Advanced and CX modules.

IT ConsultingCustomer ExperienceERP