Headline

Driving Customer Success | ConvertWay by UniCommerce | CPaaS | SaaS | E-commerce | IIM BG

About

Driving customer success and revenue expansion across global SaaS in E-commerce, HRTech & EdTech markets. ~5 years managing $5M+ portfolios across APAC, US, EMEA with proven results. 🎯 Key Achievements: • ₹13+ Crores New ARR Generated through strategic account management and expansion • 167% Net Revenue Retention with zero churn across enterprise accounts • 100% Customer Retention managing 70+ accounts across the APAC, US, and EMEA • 85+ NPS Score maintained through consultative relationship building • Led 300+ QBRs, driving product adoption and cross-sell success 💼 Core Expertise: SaaS Metrics • Account Expansion • Revenue Operations • Global Markets • Team Leadership • Process Optimization 🌟 Recognition: Won "Special 26 Award" for outstanding performance - Awarded to 26 Employees across the organisation (600+) for delivering what we call 10x, not 10% Impact Passionate about scaling customer success operations and unlocking revenue potential.

Location

Gurugram

Work experience

Head of Customer Success at Unicommerce, Feb 2026 - Present · 8 mos, On-site, Leading Customer Success Charter for Convertway by Unicommerce - an AI powered retention marketing stack for E-commerce businesses.

Head of Customer Success at Convertway by Unicommerce, Feb 2026 - Present · 8 mos, Gurugram, Managing a book of $3 Million across APAC, US & EMEA, delivering a constant growth of >15% MoM on Consumption/usage with an NRR of ~125% QoQ. Own the Renewal & Upsell of the book of 1000+ ENT/SMB E-commerce/D2C businesses.

Senior Customer Success Manager at GoKwik, Oct 2025 - Feb 2026 · 5 mos, Gurugram

Customer Success Manager at GoKwik, Dec 2023 - Sep 2025 · 1 yr 10 mos, Gurugram, Haryana, India

Account Manager at Hiration, May 2022 - Dec 2023 · 1 yr 8 mos, Gurugram, Haryana, India

Business Development Intern at Hiration, Jan 2022 - Apr 2022 · 4 mos, Remote

Summer Intern at Blinkit, May 2021 - Jul 2021 · 3 mos, Lucknow, Uttar Pradesh, India, • Assessed opportunity & generated user personas to predict potential clients for Grofers Market. • Formulated a Digital Marketing plan to expand awareness of Grofers Market across personas. • Maintained lead pipeline of 1.2k leads & classified 55 Qualified Leads through cold calls & visits. • Launched 2 Grofers Market store with a consistent revenue stream & an instant revenue of 7MM

Education

Master of Business Administration - MBA, Indian Institute of Management Bodh Gaya

Bachelor of Commerce - BCom, Business/Commerce, General, University of lucknow