---
title: "Shani Kumar - Senior Key Account Manager in New Delhi | Tal"
description: "Meet Shani Kumar, Customer Success Manager | ₹7Cr ARR | 7x Portfolio Growth | Retention & Revenue | Built Playbooks, Health Frameworks & Expansion Motions from Zero | 96% Retention | 5+ Years based in New Delhi. AI stack includes claude code, claude, and gemini."
image: "https://tal.club/meet/shani-kumar/share-image"
---

# Shani Kumar on Tal

## 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

[View the original profile](https://tal.club/meet/shani-kumar)

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