Sushma Saralaya

Customer Success Manager

Bengaluru, Karnataka, India10 yrs 8 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

9+ years in customer success management
Proven track record in customer retention
Expert in building strategic relationships

Stackforce AI infers this person is a Customer Success Manager with expertise in SaaS and client relationship management.

Contact

sushsaralaya@gmail.com LinkedIn

Skills

Core Skills

Customer Relationship Management (crm)Account ManagementBusiness Development

Other Skills

CommunicationManagementMicrosoft OfficeMicrosoft ExcelMicrosoft PowerPointMarketingTeamwork

About

Results-driven Customer Success Manager with 9+ years of experience in customer retention, strategic account growth, and solution alignment. Recognized for building lasting, high-impact relationships with key stakeholders and for a strong track record of elevating customer satisfaction, driving product adoption, and maximizing retention in high-paced environments.

Experience

10 yrs 8 mos

Total Experience

2 yrs 1 mo

Average Tenure

5 yrs 2 mos

Current Experience

Chargebee

Customer Success Manager

Apr 2021 – Present · 5 yrs 2 mos · Bangalore Urban, Karnataka, India

Manage Chargebee’s largest and most strategic accounts, building trusted relationships with stakeholders from support agents to CxOs.
Lead structured customer engagement through quarterly business reviews, product roadmap sessions, and tailored training to ensure sustained value and alignment with business objectives.
Analyze product usage and KPIs to identify and close adoption gaps, implementing targeted strategies that reduce churn and enhance satisfaction.
Collaborate with technical teams to deliver customized solutions for unique client needs, driving account retention and expansion.
Partner with Account Management to uncover growth opportunities, achieving consistent net expansion; position clients as brand advocates for Chargebee’s case studies and references.

Customer Relationship Management (CRM)Account ManagementCommunicationManagement

Getmega

Key Account Manager

Sep 2020 – Jan 2021 · 4 mos · Bangalore Urban, Karnataka, India

Managed a portfolio of over 150 clients, surpassing KPIs in revenue, retention, and account upgrades.
Streamlined customer processes, reducing wait times and achieving an 80% reactivation and retention rate.
Grew daily revenue from INR 4 lakhs to INR 7.5 lakhs through data-driven strategies and relationship building.

Customer Relationship Management (CRM)Business DevelopmentCommunication

Self-employed

Yoga Instructor

Feb 2020 – Sep 2020 · 7 mos

• Experienced freelance yoga instructor with a diverse teaching background across prominent wellness centers, including Samyama Academy of Yoga, Cult, and Gold's Gym, alongside personalized instruction for individual clients.

Expedia group

Market associate

Aug 2017 – Feb 2020 · 2 yrs 6 mos · Bengaluru, Karnataka, India

Drove revenue growth across India’s leisure and business travel sectors by managing strategic partnerships and optimizing product availability on Expedia’s platform.
Awarded “Best Market Associate” for APAC (Q4 2017) and the Cross-Border Collaboration Award for the Indian Subcontinent (Q3 2018) for exceptional market impact and collaboration.

Amazon

Associate Account Manager

Mar 2015 – Apr 2017 · 2 yrs 1 mo · Bengaluru, Karnataka, India

Acted as a strategic partner for assigned sellers, developing growth-focused account plans and implementing performance improvement initiatives.
Directed critical initiatives around product launches, promotions, and financial reconciliation, driving category revenue growth of 35% in one quarter.