Nov 2024 – Oct 2025 · 11 mos · Bengaluru, Karnataka, India

• Provided Strategic Leadership across a portfolio of enterprise accounts, driving long-term adoption, value realization, and customer retention. Partnered with Account Executives to define renewal and expansion strategies, assess risk, and proactively address at-risk accounts, ensuring alignment with customer Business Objectives. Influenced product, support, and operational teams by communicating customer needs and adoption insights, shaping platform enhancements and improving overall service delivery. Led Quarterly Business Reviews to track progress, align on goals, and identify growth opportunities. Developed and implemented strategic initiatives to optimize the customer journey, strengthen relationships, and maximize long-term value for both customers and the organization.

Oct 2021 – Oct 2024 · 3 yrs · Bengaluru, Karnataka, India · On-site

• Partnered with Account Executives to evaluate customer risk and forecast renewals, enabling proactive retention and account growth strategies. Owned post-sales engagement, guiding customers through onboarding, product adoption, and platform enablement to ensure maximum value realization. Collaborated closely with operational and support teams to resolve service issues efficiently, enhancing overall customer satisfaction. Led process improvement initiatives, developed standardized workflows, and implemented retention strategies to mitigate renewal risks. Additionally, mentored and trained team members to improve productivity, consistency, and service quality across the customer success function.

May 2021 – Sep 2021 · 4 mos

• Drove strategic outcomes across a portfolio of enterprise customers, acting as a trusted advisor to help clients realize long-term value and maximize platform adoption. Directed account expansion and retention initiatives, including risk evaluation, forecasting, and coordination with Account Executives to identify opportunities for renewal, upsell, and cross-sell. Facilitated Executive and Quarterly Business Reviews to align customer objectives with platform capabilities, ensuring measurable business impact and strengthened partnerships. Advocated for the customer internally, collaborating with Product, Engineering, Support, and Services teams to influence feature development, address complex requirements, and enhance service delivery. Developed governance frameworks, structured engagement cadences, and quality standards to ensure consistent execution, executive alignment, and scalable customer success practices while uncovering growth opportunities and reinforcing long-term account relationships.

Apr 2019 – Apr 2021 · 2 yrs

• Managed day-to-day customer success for enterprise accounts, focused on onboarding, adoption, and value realization of the Sprinklr platform across social media management use cases. Drove Product Adoption and usage in partnership with customers while collaborating with Product and Engineering teams to communicate feedback, support feature enhancements, and resolve issues.
• Acted as the primary point of contact and customer advocate, coordinating with internal teams including Support, Services, and Product Management to ensure timely resolution and customer satisfaction. Conducted VRCIs (Value Realization Check Ins) and performance discussions aligned to customer operating rhythms, including analysis of social media performance and platform utilization. Monitored account health and supported renewal readiness through proactive engagement, issue management, and close coordination with Account Executives.

Aug 2017 – Mar 2019 · 1 yr 7 mos · Gurgaon, India

• Drove account expansion through strategic cross-sell and up-sell initiatives while serving as a trusted advisor and primary escalation point for key customers. Proactively identified at-risk renewals and partnered with Product and Engineering teams to improve retention through targeted product enhancements and experience improvements. Defined and optimized the end-to-end customer lifecycle and journey, influencing long-term customer value by increasing product adoption, satisfaction, and overall account health. Ensured customers derived maximum business value from the platform, strengthening retention and long-term revenue growth.

Apr 2016 – Jul 2017 · 1 yr 3 mos · Gurgaon, India

• Owned strategic client accounts and drove revenue growth by identifying opportunities, closing deals, and expanding existing relationships. Acted as the primary interface between customers, product, and engineering teams to translate business needs into scalable product enhancements.
• Led requirement gathering, documented process flows, and partnered with cross-functional teams to deliver customized solutions that improved user engagement and customer satisfaction. Played a key role in account profitability, retention, and issue resolution by proactively managing client expectations and ensuring timely delivery.