Headline

Head of Customer Support & Success @ SimpliContract | Methodology, Escalation Resolution

About

As Head of Customer Support & Success at SimpliContract since January 2022, I bring over four years of experience in customer success with a focus on methodology, escalation resolution, and addressing sensitive issues. At SimpliContract, our team achieved a Net Revenue Retention (NRR) of 108% across 20+ enterprise accounts by implementing proactive risk management and health score governance to improve retention and reduce churn. Leveraging structured onboarding processes and lifecycle playbooks, we drove a 28% increase in product adoption, ensuring clients realized significant value from our solutions. My mission is to align customer success strategies with business growth while fostering strong client relationships and maintaining exceptional service standards.

Location

Bengaluru

AI stack

claude

gemini

openai

Work experience

🚀 Head of Customer Support & Success | Driving Growth Through Exceptional Customer at SimpliContract, Jan 2022 - Aug 2026 · 4 yrs 8 mos, Bangalore Urban, Karnataka, India, • Spearheaded customer success initiatives, achieving a Net Revenue Retention (NRR) of 108% across 20+ enterprise accounts. • Enhanced customer retention by 18% and reduced churn by 45% through proactive risk mitigation and health score governance. • Improved product adoption by 28% via structured onboarding and lifecycle playbooks, driving significant value realization for clients.

Roll Out Manager at Accentiv'​ India, Sep 2021 - Nov 2021 · 3 mos, Greater Bengaluru Area

Senior Customer Success at Capillary Technologies, Dec 2020 - Sep 2021 · 10 mos, Bangalore Urban, Karnataka, India

CRM - Manager at Motherhood, Feb 2019 - Jan 2020 · 1 yr, Bengaluru, Karnataka, India, Customers Relationship Management – Understanding behavior of customers in Health and devising strategies and solutions to bring back customers through SMS/Email based campaigns and generating Return on Investment (ROI) out of it

Key Account Manager at EasyRewardz, Oct 2017 - Feb 2019 · 1 yr 5 mos, Bengaluru, Karnataka, India

Education

Executive MBA, Project Management, Dayananda Sagar University - SCMS

Bachelor of Commerce (B.Com.), Marketing, Shantiniketan Educational Institutions