---
title: "Adarsh Agrawal - Head of Customer Success in Gurugram | Tal"
description: "Meet Adarsh Agrawal, Driving Customer Success | ConvertWay by UniCommerce | CPaaS | SaaS | E-commerce | IIM BG based in Gurugram."
image: "https://tal.club/meet/adarsh-agrawal/share-image"
---

# Adarsh Agrawal on Tal

## 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

[View the original profile](https://tal.club/meet/adarsh-agrawal)

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