Headline

Customer Success Manager | ₹7Cr ARR | 7x Portfolio Growth | Retention & Revenue | Built Playbooks, Health Frameworks & Expansion Motions from Zero | 96% Retention | 5+ Years

About

I build customer success from the ground up — not inherit it. Over 5+ years in B2B SaaS, I've managed high-value portfolios across India, EMEA, NAM, GCC, and APAC, with a consistent track record of turning accounts into expansion engines. Most recently at GoKwik, I stewarded ₹6Cr+ ARR across 50+ D2C brands — growing the portfolio 7x (₹1.5Cr → ₹6.9Cr) while holding 96% gross retention. Before that at Exly (YC W19), I led a team of 3 and managed 55+ accounts including 25 international clients, scaling upsell/cross-sell revenue 6x over 18 months. What I actually do: → Build CS infrastructure from scratch — health-score frameworks, onboarding playbooks, escalation trees, lifecycle automations → Run data-backed QBRs and EBRs with founders and C-suite that convert into expansion → Drive proactive churn prevention before renewals, not after → Lead cross-functional conversations with Product, Engineering, and Sales to close customer feedback loops → Mentor and coach CS teams while personally owning the highest-value accounts I've worked across D2C, creator economy, ERP/SaaS, and international markets. I pick up product context fast — what stays constant is the methodology: own the outcome, not just the relationship.

Location

New Delhi

AI stack

claude code

claude

gemini

inception

Fireflies.ai

Leonardo AI

Work experience

Senior Key Account Manager at Convertway by Unicommerce, Apr 2026 - Oct 2026 · 6 mo, Gurgaon

Customer Success Manager at GoKwik, Apr 2025 - Apr 2026 · 1 yr 1 mo, Bengaluru, Karnataka, India, 1. Owned ₹6Cr+ ARR across 50+ Indian D2C brands — acting as strategic advisor to founders and C-suite stakeholders across the full post-sales lifecycle (onboarding → renewal). 2. Grew portfolio 7x (₹1.5Cr → ₹6.9Cr) through structured upsell, cross-sell, and account expansion, delivering consistent 20% MoM growth. 3. Built GoKwik's customer health-score framework from scratch — achieving 96% gross retention through proactive churn-risk intervention and pre-renewal escalation management. 4. Designed and owned CS playbooks: health-check cadences, escalation trees, and lifecycle milestone frameworks — reducing dependency on tribal knowledge and enabling team-wide consistency. 5. Built automated lifecycle journeys, WhatsApp chatbot integrations, and workflow automations — improving product adoption rates, CTRs, and multi-channel engagement at scale. 6. Partnered cross-functionally with Product, Engineering & Sales to close customer feedback loops and influence roadmap decisions. 🏆 KwikRewards Winner — AMJ 2025.

Customer Success Manager at Exly, Feb 2023 - Mar 2025 · 2 yrs 2 mos, Gurugram, Haryana, India, 1. Led and mentored a team of 3 FTEs — assigning portfolio segments, running weekly reviews, and coaching on account strategy — while personally owning the highest-value accounts and cross-functional escalations. 2. Managed 55+ accounts including 25 international clients across EMEA and NAM (₹4Cr+ ARR); built tailored strategic account plans aligned to individual seller business goals. 3. Grew portfolio ARR 5x (₹50K → ₹2.5L/month) in 12 months through structured onboarding, adoption strategy, and tiered growth planning — elevated 10+ accounts from Tier 3 → Tier 1++. 4. Scaled upsell/cross-sell revenue 6x (₹1.2L → ₹8L/month) over 18 months, contributing ₹15L+ cumulative ARR — driven by plan upgrades (60%), usage-based add-ons (25%), and new SKU adoption (15%). 5. Reduced time-to-activation from 25 days to under 10 days by redesigning onboarding from 1:1 sessions to scalable automated workflows — improving bandwidth and cost efficiency. 6. Built Exly's CS onboarding playbook and PRD knowledge base — lifecycle workflows, feature adoption paths, and escalation SOPs used across Product, Acquisition, and Tech. 🏆 Above & Beyond — OND Quarter · Spirit Champion of the Year 2023–24.

Operations Associate at ShareChat, Apr 2022 - Feb 2023 · 11 mos, India, 1. Managed 100+ high-value creators end-to-end — driving content performance, platform retention, and revenue outcomes through workflows directly analogous to SaaS customer success. 2. Onboarded 250+ creators simultaneously via agile playbooks; improved DAU activation and retention by 10% through optimised engagement and lifecycle initiatives. 3. Led the Moj Merchandise Project — a cross-functional creator monetisation program that unlocked new revenue streams through video and live commerce; collaborated across Product, Growth, and Operations to ship from concept to execution. 4. Pioneered new content verticals (Beauty & Fashion, Commerce) and exceeded key performance targets by 20%+ across creator retention and content diversification. 🏆 Power Player Award

Key Account Executive at Trixno, Jul 2021 - Apr 2022 · 10 mos, Delhi, India, 1. Managed 50+ international clients across GCC and APAC — delivering and implementing ERP software solutions, owning the full account lifecycle from onboarding through expansion. 2. Generated ₹1Cr+ in revenue through structured ERP upsell and cross-sell — identifying expansion opportunities, mapping client needs, and collaborating with technical teams for high-satisfaction delivery. 3. Built strong client relationships across multi-geography accounts, developing account strategies that drove adoption, retention, and measurable business outcomes.

Education

Bachelor of Technology - BTech, Electrical and Electronics Engineering, Maharaja Agrasen Institute Of Technology, Delhi

Delhi Public School - India