Pratik Khope

Customer Success Manager

Pune, Maharashtra, India8 yrs experience

Most Likely To SwitchHighly Stable

Key Highlights

Achieved 40% improvement in onboarding efficiency.
Boosted Net Revenue Retention by 60% through upsell strategies.
Increased product usage and retention by 30%.

Stackforce AI infers this person is a SaaS Customer Success professional with strong project management and onboarding expertise.

Contact

Skills

Core Skills

Customer SuccessProcess ImprovementProject Management

Other Skills

JiraKylas Sales CRMPostman APIMixpanelZapierPabblyCustomer SupportSoftware as a Service (SaaS)Account ManagementSoftware ImplementationChurn ManagementInterakt by Jio HaptikVervotech Curated ContentGlobalLinkSocial Media Screening

About

Onboarding efficiency and product retention through collaborative strategies and process optimization, achieving significant improvements in customer NRR and satisfaction. Contributions included developing SOPs, executing upsell and cross-sell initiatives, and conducting QBRs and MBRs to align customer goals with long-term success. Holds an MBA in Construction Management and a Bachelor’s in Civil Engineering, blending analytical and technical expertise with a client-focused approach in SaaS. Proficient in tools like Jira, Mixpanel, and Postman, with a focus on driving customer success, reducing churn, and enhancing product adoption.

Experience

8 yrs

Total Experience

1 yr 7 mos

Average Tenure

3 yrs 9 mos

Current Experience

Kylas

Sr.Customer Success Associate

Sep 2022 – Present · 3 yrs 9 mos · India · Hybrid

Developed onboarding playbooks and SOPs, enhancing onboarding efficiency by 40%.
Spearheaded customer engagement strategies, resulting in a 30% increase in product usage and retention.
Collaborated with cross-functional teams to address customer issues and improve overall customer experience.
Executed upsell and cross-sell strategies, boosting Net Revenue Retention by 60%.

Process ImprovementJiraKylas Sales CRMPostman APIMixpanelZapier+2

Kapture crm

Project Manager

Mar 2022 – Aug 2022 · 5 mos

CRM, Customer Success, Project Management, SAAS

JiraCustomer SupportSoftware as a Service (SaaS)Project ManagementCustomer Success

Mygate

Client Account Manager

Sep 2020 – Mar 2022 · 1 yr 6 mos · Pune, Maharashtra, India

Oyo

2 roles

Senior Executive

Apr 2019 – Aug 2020 · 1 yr 4 mos · Pune Area, India

Project Lead

Apr 2019 – Apr 2019 · 0 mo · Pune Area, India

Liverpool john moores university

Summer Internship

Jun 2018 – Jul 2018 · 1 mo · Liverpool, Merseyside, United Kingdom

Learn new construction techniques and utilisation of BIM technology in construction as well as played a role in preparing valuation for 3 star hotel as well as planning for retrofitting of hotel.

Suyash promoters & developers

Junior Civil Engineer

Feb 2016 – Feb 2017 · 1 yr · Pune Area, India

I was responsible for monitoring and controlling day to day activity on site, also planning and scheduling of activities using MS project and coordinating with vendor client and tracking of work by using planning softwares.