Headline

Customer Success Manager | B2B | SaaS

About

Customer success and sales professional with 3.5 years of experience across B2B SaaS and marketing technology. I enjoy understanding what a customer is actually trying to achieve and helping them get there — through better onboarding, the right product guidance, or just being someone they can rely on. At NAD Digital, I managed enterprise accounts on Salesforce Marketing Cloud, working hands-on with email, multi-channel journeys, and marketing automation. At Crio.do, I helped professionals navigate real career decisions, which required a lot of listening and honest guidance. I'm comfortable sitting with a client's team, understanding their goals, and translating that into product usage that delivers real results.

Location

India

AI stack

claude

Work experience

Customer Success Manager at Prosperr.io, Apr 2026 - Present · 7 mos, Bengaluru

Senior Business Development Associate at Crio.Do, Feb 2025 - Mar 2026 · 1 yr 2 mos, Bengaluru, • Consulted working and non-working professionals on upskilling pathways in software development, QA automation, data analytics, and data science, acting as a trusted advisor throughout their decision journey • Managed the end-to-end sales lifecycle from prospecting and needs analysis to negotiation and closure, maintaining a 40% higher close rate than the team median • Maintained a monthly revenue run rate of Rs. 4 lakhs, generating Rs. 40+ Lacs INR in net revenue over 12 months • Revamped core sales collateral and demo narratives, resulting in a 20% increase in pitch-to-conversion efficiency and 15% boost in prospect engagement time • Improved customer satisfaction by gathering structured feedback and optimizing onboarding processes, reducing friction for new customers post-sale • Engaged with users post-onboarding to collect Voice of Customer (VoC) feedback, channeling insights to internal teams to improve service delivery and product experience • Nurtured client partnerships and provided career mapping guidance, increasing customer loyalty and long- term engagement

Customer Success Specialist at NAD Digital Accelerator, Apr 2023 - Feb 2024 · 11 mos, Engaging with stakeholders to understand marketing goals, gathering requirements, and understanding pain points to ensure the Marketing Cloud solution meets business objectives. Created marketing and automation strategies, as well as designing multi-channel campaigns and personalized customer journeys using tools like Email Studio, Journey Builder, and Automation Studio, which increased CTA by over 40%. Optimized lead generation strategies and improved response generation rates. Designed targeted email campaigns and templates, driving a 38% increase in engagement.

Customer Success Manager/ SFMC Consultant at NAD Digital Accelerator, Aug 2022 - Feb 2025 · 2 yrs 7 mos, • Building and nurturing client relationships by consulting and understanding their business needs, delivering tailored strategies, and ensuring consistent alignment with organizational goals. • Responsible for building an email template, both HTML and template-based. • Making sure the email templates are rendering fine across different devices and email clients. • Test email with litmus tools to identify if there is any rendering issue before we pass it on for QA • Creating automation for different kinds of data segmentations and transferring data. • Creating journeys based on Salesforce events like orders, Assets, Accounts, etc. • Create both transactional and commercial emails like welcome series, Newsletter emails, order-related emails, etc.

SFMC Developer at NAD Digital Accelerator, Aug 2022 - Mar 2023 · 8 mos, Served as the primary point of contact for managed enterprise B2B accounts across the APAC market, owning all customer-facing activities post-launch including onboarding, adoption tracking, QBRs, and renewal. Increased multi-channel campaign CTAs by 40%+ and drove a 38% rise in engagement by designing structured customer journeys across email, push notifications, SMS, and messaging channels using SFMC. Conducted regular QBRs with senior stakeholders and C-level executives, showcasing platform value and aligning on evolving marketing objectives. Consulted client marketing teams on use cases and solutioning, helping them leverage Email Studio, Journey Builder, and Automation Studio to achieve their engagement goals. Designed customer retention strategies for managed accounts, forecasting renewal risk and proactively identifying expansion opportunities within the portfolio. Built strong, consultative relationships with senior stakeholders, acting as a trusted advisor and the internal voice of the customer. Gathered structured customer feedback and relayed insights to product teams, contributing to platform improvements and better customer outcomes. Managed escalations and day-to-day client challenges efficiently, maintaining high satisfaction scores across all accounts.

Content Writer at Cart4baby, Sep 2020 - Mar 2021 · 7 mos, Remote, Role required delivery of meaningful content regarding various products that a mother uses for her child.

Content Writer at Cart4baby, Jul 2020 - May 2021 · 11 mos, Bihar, India, I was writing on baby products which come in handy specially to new parents in nuclear households.

Content Writer at SYNC Web Solutions, Aug 2017 - Sep 2017 · 2 mos

Education

Bachelor of Computer Applications, Computer Programming, Management, LN MISHRA INSTITUTE, PATNA

Bachelor of Computer Applications, L N Mishra Institute of Economic Development And Social Change (LNMI)