---
title: "Jemmy E. - Manager ( Customer /Partner Success) APAC region in Mumbai | Tal"
description: "Meet Jemmy E., Customer Success Manager | 9+ Yrs Enterprise B2B SaaS | APAC · EMEA · North America | Onboarding · Retention · NRR Growth | Open to Remote based in Mumbai."
image: "https://tal.club/meet/jemmy/share-image"
---

# Jemmy E\. on Tal

## Headline

Customer Success Manager \| 9\+ Yrs Enterprise B2B SaaS \| APAC · EMEA · North America \| Onboarding · Retention · NRR Growth \| Open to Remote

## About

I help SaaS companies turn new customers into long\-term, expanding partners\. Over 9\+ years, I've managed enterprise B2B accounts across APAC, EMEA, and North America — owning everything from day\-one onboarding to renewal and upsell conversations\. My focus has always been on outcomes: fast time\-to\-value, deep product adoption, healthy NRR, and zero surprise churn\. At Xcitium, I managed 30\+ enterprise and partner accounts simultaneously, maintained 95%\+ SLA compliance, drove upsell and expansion opportunities, and worked closely with Product and Engineering to close the loop on customer feedback\. Before that, at Powerweave, I led a customer success team, ran structured training programs that improved CSAT and retention, and mentored junior CSMs to deliver consistent service quality\. What I bring to any CS or Account Management role: → End\-to\-end ownership: onboarding → adoption → QBRs → renewal → expansion → Proactive churn reduction — I identify at\-risk accounts before they escalate → Executive engagement from Director to CXO level across complex, multi\-stakeholder accounts → Strong cross\-functional collaboration with Product, Sales, Engineering, and Support → Currently upskilling in AI\-driven Customer Success — health scoring, churn prediction, and digital CS automation Based in Mumbai\. Open to remote or hybrid roles with global teams\. 📩 jemmyferrari@gmail\.com

## Location

Mumbai

## Work experience

Manager \( Customer /Partner Success\) APAC region at Xcitium, May 2023 \- Sep 2025 · 2 yrs 5 mos, Remote, Managed a $2M ARR enterprise portfolio across 35\+ accounts in APAC & EMEA, serving as the single point of contact for all outcomes, escalations, and renewals\. Led structured onboarding and enablement programs that reduced average time\-to\-value and accelerated early product adoption across new accounts\. Owned renewals end\-to\-end — maintaining 95%\+ SLA compliance, driving upsell opportunities by identifying usage gaps, and improving account health through proactive risk mitigation\. Acted as the primary liaison between customers and internal Product and Engineering teams, translating field insights into actionable product improvements\. Conducted quarterly business reviews with Director\-to\-CXO stakeholders, aligning platform value to customer business objectives\.

Customer Success Team Lead – Powerweave Software Solutions at Powerweave Software Solutions, Oct 2018 \- Feb 2023 · 4 yrs 5 mos, Mumbai, Maharashtra, India, Led the CS function for a portfolio of enterprise SaaS clients across multiple industries — managing onboarding, adoption, retention, and escalation end\-to\-end\. Built CS playbooks, scorecards, and lifecycle processes that standardized service delivery and improved team performance across the portfolio\. Drove product adoption through structured training programs and proactive check\-ins, contributing to improved customer retention and CSAT scores\. Oversaw escalation management, queue health, and SLA adherence, maintaining consistent delivery standards across a high\-volume environment\. Mentored and coached junior CSMs, building team capability and ensuring quality consistency across all customer touchpoints\.

Senior Travel Conceirge at Aspire Lifestyles, Apr 2016 \- Oct 2018 · 2 yrs 7 mos, Mumbai Metropolitan Region, Managed global enterprise accounts ensuring SLA\-based service delivery\. Handled escalations and coordinated with international teams to resolve critical cases\. Improved customer satisfaction through structured communication and proactive updates\.

Customer Success Specialist at International SOS, Apr 2016 \- Oct 2018 · 2 yrs 7 mos, 1\. Supported a global portfolio of corporate clients in a fast\-paced, SLA\-driven environment — consistently delivering timely resolutions while maintaining strong client relationships 1\. Developed deep understanding of client business needs, enabling proactive issue identification and escalation before they impacted service delivery

Senior Associate at Wipro, Sep 2013 \- Feb 2014 · 6 mos, Mumbai Metropolitan Region, Delivered high\-quality customer service in fast\-paced aviation support operations\.

## Education

Bachelor of Commerce, Business/Commerce, General, shivaji university

Higher Secondary School, Business/Commerce, General, BJPC Junior College

[View the original profile](https://tal.club/meet/jemmy)

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