Headline

Customer Success Manager | Key Account Management | B2B SaaS | 6 Cr ARR | Retention · Adoption · Upsell | Netcore Cloud | Ex-PolicyBazaar

About

Most SaaS companies spend millions acquiring customers, then watch them churn because nobody's actually making them successful. I fix that. I've sat between the product and the customer , translating platform capability into real business outcomes. 4+ years, managing ₹6 Cr ARR across India, USA, and UAE , here's what that approach has delivered: → Recovered ₹1.5 Cr in annualized revenue by diagnosing and fixing a critical workflow failure before churn. → Drove 40% platform utilization increase across 30+ accounts through structured QBRs and adoption coaching. → Achieved 92% on-time onboarding delivery — kickoff to go-live — across all managed accounts. → Generated 800K WhatsApp impressions with a 40% response rate, improving retention by 25%. → Contributed ₹50L ARR expansion through upsell identification in partnership with sales. Currently open to: Customer Success Manager and Key Account Manager roles in B2B SaaS. Let's connect → aayushjain0611@gmail.com | +91-9953445453 Core Skills: Customer Success Management · Key Account Management · B2B SaaS · Net Revenue Retention (NRR) · Churn Mitigation · Product Adoption · Customer Health Monitoring · Lifecycle Management · Renewal Management Upselling & Cross-selling · QBR/MBR Delivery · Onboarding Strategy · Marketing Automation · Salesforce CRM · WhatsApp Business API · CSAT/NPS · Stakeholder Management · Account Expansion · Advanced Excel · Cross-functional Collaboration

Location

Gurugram

Work experience

Customer Success Manager at Netcore Cloud, Feb 2025 - Present · 1 yr 5 mos, On-site, 1)Managed ₹6 Cr ARR SaaS portfolio across India, USA & UAE — improving retention by 12% through KPI-aligned adoption strategies and proactive health monitoring. 2)Recovered ₹1.5 Cr in annualized revenue by identifying and redesigning failing RCS–SMS workflows , converting a churn risk into a renewed account. 3)Owned onboarding for 30+ mid-market accounts , achieving 92% on-time kickoff-to-go-live delivery through structured success planning and IT coordination. 4)Drove 40% platform utilization increase across managed accounts by delivering MBR/QBRs with adoption dashboards and targeted product coaching. 5)Partnered with sales to identify expansion opportunities, contributing ₹50L ARR growth through strategic upsell initiatives across key accounts.

Customer Success Manager at PolicyBazaar.com, Jan 2024 - Jan 2025 · 1 yr 1 mo, Gurugram

Customer Success Manager at Hindware Limited, Apr 2022 - Aug 2023 · 1 yr 5 mos, Gurugram

Key Account Executive at BYJU'S, Apr 2021 - Apr 2022 · 1 yr 1 mo, Remote

Education

Bachelor of Business Administration - BBA, International Business, amity University

Delhi Public School, Mathura