Headline

Team Lead-Customer Success at SMS-Magic

About

With over 10 years of experience in customer success management, I currently serve as Senior Customer Success Manager at SMS-Magic, where I oversee a portfolio of 100 SMB and small mid-market accounts with a combined ARR of approximately USD 3 million. My focus is on driving customer retention, managing renewals, mitigating churn, and identifying growth opportunities through data-driven strategies and cross-functional collaboration. I excel in implementing account health scoring, conducting QBRs, and leading onboarding and product training programs to enhance customer value and feature adoption. By leveraging tools like Salesforce and Power BI, I analyze usage data and campaign performance to develop insights that inform account strategies and shape product improvements. My mission is to enable long-term client success and foster mutual growth.

Location

Bengaluru

AI stack

claude

gemini

lovable

perplexity

ChatGPT

Microsoft Copilot

Work experience

Team Lead-Customer Success at SMS-Magic, Jun 2026 - Present · 5 mos, Bengaluru, •Lead a team of Customer Success Managers, driving customer growth, retention, and portfolio performance. •Own customer growth and account strategy, identifying adoption, expansion, renewal, and risk opportunities. •Partner with Sales, Product, GTM, and Marketing to align customer needs with business outcomes. •Analyze customer health, product usage, adoption, and expansion signals to drive proactive account strategies. •Present portfolio insights, risks, performance trends, and growth opportunities to leadership. •Standardize CS processes, success frameworks, engagement cadences, and operational workflows to improve scalability and consistency. •Coach CSMs on account planning, executive engagement, retention, and expansion strategies.

Senior Customer Success Manager at SMS-Magic, Feb 2025 - Jun 2026 · 1 yr 5 mos, Pune District, • Managed end-to-end revenue and retention for a portfolio of 100 SMB / small mid market accounts; portfolio ARR ~USD 3 million; accountable for renewals, expansion and churn prevention. • Implemented health scoring, QBRs and executive touchpoints to prioritize at risk accounts and surface expansion opportunities. • Partnered with Sales, Product and Finance to execute cross-sell/up-sell campaigns and align pricing/packaging for named accounts. • Led onboarding and product training programs to accelerate time-to-value and improve feature adoption. • Analyzed usage and campaign performance using Salesforce and Power BI; synthesized insights for account strategies and product feedback

Senior Client Success Specialist at Phreesia, Jul 2024 - Feb 2025 · 8 mos, Pune, Maharashtra, India, • Managed 200+ SMB accounts; increased portfolio ARR from USD 800K to USD 1 million (25% growth) while maintaining 95% retention. • Piloted QBR-driven health assessments and product fit workshops that increased long-term customer value (LTV) by 40% among participating SMBs. • Drove a 20% relative uplift in feature adoption for patient intake analytics, self-scheduling and digital payments among top 50 accounts via hands-on workshops and adoption playbooks. • Prepared and presented Quarterly Business Reviews, translating feedback into roadmap items and service improvements. • Coordinated cross-functional escalations and onboarding optimizations to reduce time-to-first value.

Team Lead-Customer Success at Phreesia, Oct 2022 - Jul 2024 · 1 yr 10 mos, Pune, Maharashtra, India, • Led and coached a team of 10 client success representatives managing 1,000+ SMB and mid market accounts; portfolio ARR grew from USD 2 million to USD 2.4 million (20% increase). • Improved team quota attainment from 85% to 102% through targeted coaching, playbooks and performance calibration. • Increased CSAT from 4.5/5 to 4.8/5 by standardizing onboarding playbooks, instituting SLA best practices, and delivering regular training sessions. • Built executive relationships to identify needs and generate higher value opportunities, increasing upsell/cross-sell incidence by ~20%.

Senior Client Success Analyst at Phreesia, Sep 2021 - Oct 2022 · 1 yr 2 mos, Pune, Maharashtra, India, • Managed a high-value client segment; grew portfolio ARR from USD 250K to USD 290K (15% growth) with ~93% retention. • Conducted performance analysis and business reviews to identify expansion and retention opportunities; collaborated with Sales and Product to align onboarding flows. • Developed knowledge resources and delivered end-user training, reducing support escalations and improving adoption.

Practice Management Consultant at Allscripts, Sep 2019 - Sep 2021 · 2 yrs 1 mo, Pune, Maharashtra, India, • Led implementations of practice management systems for medical practices, delivering ~20% gains in operational efficiency through workflow redesign and staff training. • Performed revenue cycle and financial analyses to recommend billing and EHR best practices; designed training to improve compliance and system adoption.

Service Desk Team Lead at Wipro, Aug 2017 - Sep 2019 · 2 yrs 2 mos, Promoted to lead a team of 10 engineers, I currently oversee daily service desk operations, shift planning, and performance management. My focus is on developing strategies that streamline ticket management workflows and collaborating with cross-functional IT teams to resolve recurring technical issues, resulting in a more efficient support environment.

Senior Service Desk Engineer at Wipro, Jul 2016 - Aug 2017 · 1 yr 2 mos, I focused on enhancing service desk operations through technical mentorship and process improvement. I was responsible for guiding junior engineers, analyzing root causes of system issues, and conducting end-user training to ensure effective IT resource utilization and reduce incoming support volume.

Trainee at Webtek Labs Pvt. Ltd., Jun 2015 - Dec 2015 · 7 mos

Education

Executive MBA, Major: IT Analytics and Minor: Operations & Supply Chain Management, Symbiosis Institute of Business Management, Pune

Bachelor of Technology (B.Tech.), Computer Engineering, Greater Kolkata College of Engineering and Management (GKCEM), Baruipur