Headline

Account Manager & Customer Success | Enterprise Accounts | Driving Retention, Renewals & Revenue Growth in Fintech & SaaS | Rs 200M+ GTV Managed | NPS 45→60

About

I help B2B platforms turn accounts into long-term revenue through retention strategy, renewal discipline, and relationships clients actually trust. Over the past 4+ years at Pine Labs and PhonePe, I've managed enterprise and key accounts end-to-end: onboarding, adoption, renewals, upsell/cross-sell, and escalation resolution. I'm equally comfortable in a client's boardroom negotiating a renewal and in a CRM dashboard building the data case for it. What I bring: Grew Gross Transaction Value by Rs 200M+ through structured account engagement and renewal negotiation across top-tier enterprise accounts at Pine Labs. Lifted NPS from 45 to 60 by redesigning the client follow-up and escalation process proof that retention is a process problem, not just a relationship one. Acquired and scaled 50+ high-value corporate accounts at PhonePe, adding Rs 500K in annual revenue through tailored onboarding and cross-functional problem-solving with product, compliance, and engineering. Increased product adoption 25% within three months by building customized enablement/training content for key stakeholders the same instinct that drives customer success, not just account growth. Led account operations and ran WBR/MBR cadences that lifted team workflow efficiency 20%+. Tools: Salesforce, Power BI, CRM, Data analytics platforms. Domains: Fintech, Payments (POS/EDC, Payment Gateway), B2B SaaS, Enterprise and SME accounts. I'm building toward Customer Success and enterprise Account Management roles at product-led SaaS companies, where retention, expansion, and client trust are treated as a science, not an afterthought. Open to conversations feel free to connect.

Location

Bengaluru

AI stack

claude

hermes agent

lovable

Work experience

Assistant Manager, Enterprise Accounts — Hospitality Vertical at Pine Labs, May 2025 - Present · 1 yr 5 mos, Bengaluru, Own client relationships, retention, and strategic account planning for enterprise merchants in the hospitality vertical, following consistent delivery on client engagement and account growth in a prior role. Lead client communications, renewal planning, and relationship-building initiatives that drive customer satisfaction and retention across a portfolio of enterprise hospitality accounts. Partner cross-functionally with product and operations to resolve escalations and identify upsell opportunities.

Service Relationship Manager — Strategic Accounts (Offline Payments | EDC | POS) at Pine Labs, Jan 2024 - Jun 2025 · 1 yr 6 mos, Gurugram, Formulated and executed a client engagement strategy for top-tier enterprise accounts, driving sustained 10% quarter-over-quarter revenue growth and adding Rs 200M+ to Gross Transaction Value through renewal and negotiation efforts. Led a 5-member team on terminal deployment, building streamlined workflows that delivered consistent month-over-month growth. Ran WBR/MBR cadences to align cross-functional stakeholders, improving team workflow efficiency by 20%+. Built and delivered customized enablement/training content for key account stakeholders, lifting product adoption 25% within three months. Redesigned the client follow-up process, raising NPS from 45 to 60 and strengthening long-term account retention.

Key Account Executive — SME Acquisition, E-commerce (Payment Gateway | Account Management | Sales) at PhonePe, Feb 2022 - Jan 2024 · 2 yrs, Bengaluru, Acquired and managed 50+ high-value corporate accounts, adding Rs 500K in annual revenue through tailored onboarding and solution selling. Ran market research and opportunity analysis that secured 5 major accounts, contributing to a 4% increase in overall market share within one fiscal year. Partnered with compliance to build a review process that surfaced 3 major risk areas on top-tier accounts directly informing retention strategy. Collaborated with product, engineering, and sales to resolve service issues, keeping critical incidents under 5 per quarter across the account base.

Sales Intern at Parle Products Pvt. Ltd, May 2021 - Aug 2021 · 4 mos, Jaipur, Managed relationships with 120+ retailers, contributing to Rs 50lac in sales generation across the Jaipur region. Conducted market research to identify sales opportunities and support customer base expansion. Analysed sales data to recommend distribution and performance improvements alongside the senior sales team.

Education

Master of Business Administration, Sales and Marketing Operations/Marketing and Distribution Teacher Education, UAi - School of Management

Bachelor of Business Administration, General Management, Jaipur National University