Customer Success Manager

I am an Enterprise Customer Success Manager with over 5 years of experience driving cloud and SaaS platform adoption, retention, and expansion across complex multi-stakeholder accounts. I have a proven track record of sustaining USD 2.5M+ ARR, exceeding targets by 135%, and orchestrating C-suite engagements to translate business objectives into long-term technology roadmaps. My expertise lies in leveraging Tableau-driven data visualization, AI-powered health monitoring, and structured Business Reviews that deliver measurable customer ROI. I am adept at cross-functional collaboration with Sales, Engineering, and Product teams to eliminate churn risk and accelerate platform adoption.

In my current role as an Enterprise Account Executive and Customer Success Manager, I serve as the single accountable owner for over 50 SMB and enterprise accounts across cloud and SaaS verticals. I have successfully sustained USD 2.5M+ ARR and exceeded annual retention and expansion targets by 135% through disciplined pipeline management, accurate forecasting, and proactive executive engagement across the full contract lifecycle.

I lead multiyear strategic account planning and C-suite engagement across more than 100 enterprise accounts, conducting structured Business Reviews with CIO, CTO, and VP-level stakeholders to align customer transformation priorities with tailored cloud solution roadmaps. This approach has helped eliminate renewal blockers and ensure on-time contract execution.

I accelerate platform adoption and consumption growth by leveraging usage analytics and performance data to identify workload expansion opportunities, generating over USD 360K in upsell and cross-sell revenue with a 30% growth conversion rate. I also deepen feature adoption across key business units.

Additionally, I orchestrate partner ecosystem strategy in collaboration with cloud and technology partners, including eCloudvalley in the gaming vertical, co-delivering integrated digital infrastructure solutions, navigating industry shifts, and driving joint customer value through structured go-to-market initiatives.

I leverage AI-powered tools and sentiment analytics to proactively monitor customer health signals, automate QBR data collection, and surface early churn risk indicators, enabling timely intervention and improving overall account retention outcomes. I also build and maintain Tableau dashboards to visualize account health metrics, forecast accuracy, and adoption KPIs, translating complex platform data into executive-ready business insights that inform strategic success planning.