Headline

Senior CSM | Retail, E-commerce, Martech, Supply chain

About

Senior Customer Success Manager with experience across Fashion, SaaS, MarTech, and Supply Chain, managing portfolios from fast-scaling startups to large enterprises. I help customers achieve business outcomes by deeply understanding their goals, solving problems collaboratively, and building long-term partnerships. From navigating complex onboarding to driving retention and advocacy, I focus on adding value at every step of the customer journey. I also write about the real-life highs and lows of being a CSM — from job transitions to P0 fire drills — and share practical lessons (and occasional humour) from the frontlines of Customer Success. Let’s connect if you’re passionate about building great customer experiences, scaling success teams, or just curious about what it really takes to thrive in this role. If you want 1:1 time with me, connect - https://topmate.io/watan_chugh/

Location

Bengaluru

Work experience

Customer Success - Account Manager at Hypersonix Inc., Jun 2025 - Present · 1 yr 2 mos, Bengaluru, Karnataka, India, Hypersonix is leveraging AI advancements in NLP, Machine Learning, In-Memory Computing & Intelligence Automation to enable realtime decisioning for marketing & sales. We are on a mission to disrupt a trillion$ global Commerce market.

Senior Manager - Customer Success at Locus, Sep 2023 - Apr 2025 · 1 yr 8 mos, Bangalore Urban, Karnataka, India, At Locus, I worked closely with enterprise customers across India, helping them drive supply chain efficiency and see real value from our logistics platform. One of my proudest wins was improving delivery SLAs from 95% to 98.5% for a major e-pharma client in just 3 months. I also played a key role in enabling quick commerce success for a large retailer, which led to 30% YoY growth in order volumes. Whether it was leading enterprise migrations, running strategic business reviews, or hosting international stakeholders on ground visits, my focus was always on solving real problems, building trust, and translating product potential into customer growth.

Customer Success Manager at WebEngage, Nov 2022 - Aug 2023 · 10 mos, Bengaluru, Karnataka, India, At WebEngage, I dived into the word of MarTech and understood how brands communicate effectively with their consumers using omni-channel marketing strategies. Acted as a consultant for Startups in the South East Asia region and helped customers in EdTech, Ecomm and BFSI to effectively set up their marketing campaign strategies to drive maximum growth.

Senior Manager - Customer Success at Stylumia, Jun 2021 - Nov 2022 · 1 yr 6 mos, Bangalore Urban, Karnataka, India, As a Senior Manager, I was responsible for handling a portfolio of more than 40 clients spread across geographies with a team of 4. I handled close to 1 million USD + in ARR spread across enterprise, mid market and start up accounts. I also helped Stylumia setup the CS function from scratch bringing in processes to the approach. On a day to day basis, I was involved in collaborating with marketing, product and engineering teams to improve the outbound communications as well as set up the roadmaps according to the clients needs.

Customer Success Manager at Stylumia, Feb 2020 - Nov 2022 · 2 yrs 10 mos, Bengaluru, Karnataka, India

Sales Executive at Swatch Ltd., Nov 2018 - Oct 2019 · 1 yr, Nottingham, United Kingdom

Education

Master's degree, Fashion marketing and management, Distinction, Nottingham Trent University

B.F.Tech; Bachelor of Fashion Technology, Apparel Production, National Institute of Fashion Technology India