Senior Customer Success Manager

Manage a portfolio of strategic enterprise accounts for Netomi's AI-powered customer experience platform, driving platform adoption, customer satisfaction, and alignment with evolving business objectives.

Design customer engagement programs, lead post-release training and product demonstrations, and provide consultative roadmap planning. Partner with sales, product, and engineering on escalations and account strategy while maintaining account health scores and communication records in Salesforce.

Onboarded and managed more than 100 clients across healthcare, retail, and financial services, helping customers achieve rapid time-to-value and preventing churn through technical implementation support.

Architected integrations with more than 3,000 third-party platforms, including HubSpot, NextGen, and eClinicalWorks. Developed training and onboarding documentation, supported SFTP and API workflows with Postman and Zapier, and delivered local SEO strategies to improve review volume and online visibility.

Consulted enterprise clients on adoption of Cvent Event Cloud, delivering product demonstrations, ROI workshops, best-practice training, and guidance that improved platform adoption and renewal readiness.

Led end-to-end CrowdCompass mobile app implementations for more than 100 global events. Coordinated technical and marketing stakeholders, partnered with sales on expansion opportunities, and managed timelines and client communication through Salesforce.

Exceeded regional corporate sales targets through strategic prospecting and B2B relationship development across North India.

Created customized travel-pricing proposals based on client travel patterns, negotiated high-value corporate travel agreements, and expanded the regional corporate client portfolio.

Delivered top revenue performance across the SWA region by exceeding event sales targets and developing new corporate conference and social function business.

Coordinated with food and beverage, operations, and reservations teams to ensure successful event delivery. Received recognition as Brand Standard Audit Champion for quality and service excellence.

Led the pre-opening brand transition from ITC to Crowne Plaza and supported the integration of event sales workflows across departments.

Used Salesforce to improve coordination and support meetings and event sales operations during the property transition.

Drove year-over-year room revenue growth across two hotel properties through corporate sales and account development initiatives.

Built long-term corporate client partnerships and supported room-sales strategies for Novotel and Grand Mercure Goa Shrem.

Independently managed the Meetings department during the pre-opening phase of the Crowne Plaza Kochi property.

Built the foundational MICE client base from the ground up and supported the development of meetings and events operations.

Bachelor of Arts (Honours) in Hotel Management.