![Akshita Iyer Swarup](https://jobicy.com/react/themes/app/images/avatar.jpg) Akshita Iyer Swarup # Senior Customer Success Manager Actively looking · Member since 6 Aug 2026 [Message](https://jobicy.com/enter4715.php.md) ShareLocationRichmond, CanadaDesired salaryUnspecifiedWork preferenceRemote OnlyExperience levelSenior * [Overview](#overview) * [Portfolio 0](#portfolio) * [Services 0](#services) ## About Professional summaryI am a results-driven Customer Success Manager with more than 11 years of global experience across SaaS, hospitality technology, enterprise account management, onboarding, and client retention. I manage strategic enterprise relationships by aligning platform capabilities with business goals, success metrics, and long-term adoption plans. I am experienced in executive stakeholder engagement, customer health management, escalations, renewals, and retention programs. I have led complex technical implementations and integrations involving REST APIs, SFTP, CRM, EHR, and third-party platforms. I translate technical and customer feedback into actionable product insights and roadmap recommendations. My background includes customer success roles in AI-powered customer experience software, reputation management SaaS, and event technology. I have onboarded more than 100 clients and supported integrations with thousands of third-party platforms. I work closely with sales, product, engineering, marketing, and operations teams to deliver measurable client outcomes. I also bring a strong hospitality and B2B sales foundation, with experience in events, corporate travel, and hotel technology. I am skilled at creating training materials, product demos, implementation plans, best-practice documentation, and engagement programs that improve time-to-value, product adoption, and customer self-sufficiency. ## Skills 25 capabilities[API Integration](https://jobicy.com/talent/api-integration.md)[B2B Sales](https://jobicy.com/talent/b2b-sales.md)[Client Communication](https://jobicy.com/talent/client-communication.md)[Contract Negotiation](https://jobicy.com/talent/contract-negotiation.md)[Corporate Sales](https://jobicy.com/talent/corporate-sales.md)[Cross Functional Collaboration](https://jobicy.com/talent/cross-functional-collaboration.md)[Customer Adoption](https://jobicy.com/talent/customer-adoption.md)[Customer Engagement](https://jobicy.com/talent/customer-engagement.md)[Customer Onboarding](https://jobicy.com/talent/customer-onboarding.md)[Customer Success Management](https://jobicy.com/talent/customer-success-management.md)[Documentation](https://jobicy.com/talent/documentation.md)[Enterprise Account Management](https://jobicy.com/talent/enterprise-account-management.md)[Escalation Management](https://jobicy.com/talent/escalation-management.md)[Event Management](https://jobicy.com/talent/event-management.md)[Hospitality Technology](https://jobicy.com/talent/hospitality-technology.md)[Local SEO](https://jobicy.com/talent/local-seo.md)[Product Demonstrations](https://jobicy.com/talent/product-demonstrations.md)[Product Feedback](https://jobicy.com/talent/product-feedback.md)[Product Training](https://jobicy.com/talent/product-training.md)[Project Management](https://jobicy.com/talent/project-management.md)[REST APIs](https://jobicy.com/talent/rest-apis.md)[Risk Mitigation](https://jobicy.com/talent/risk-mitigation.md)[Stakeholder Management](https://jobicy.com/talent/stakeholder-management.md)[Technical Implementation](https://jobicy.com/talent/technical-implementation.md)[Third Party Integrations](https://jobicy.com/talent/third-party-integrations.md) ## Tech stack & tools Working toolkit ### Application Utilities [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/postman/postman-original.svg) Postman](https://jobicy.com/talent?tool=postman.md) ### Collaboration [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/confluence/confluence-original.svg) Confluence](https://jobicy.com/talent?tool=confluence.md)[![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/jira/jira-original.svg) Jira](https://jobicy.com/talent?tool=jira.md) ### Development [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/kibana/kibana-original.svg) Kibana](https://jobicy.com/talent?tool=kibana.md) ### Marketing and Sales Tools [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/salesforce/salesforce-original.svg) Salesforce](https://jobicy.com/talent?tool=salesforce.md) ## Experience Career history ### Customer Success Manager · Netomi Dec 2024 – PresentManage 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. ### Senior Customer Success Specialist – Onboarding · Birdeye Jun 2021 – Apr 2024Onboarded 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. ### Senior Product Consultant · Cvent India Jan 2018 – May 2021Consulted 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. ### Corporate Sales Executive · Vistara – Tata SIA Airlines May 2017 – Jan 2018Exceeded 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. ### Sales Manager – Conferences & Events · IHG – Crowne Plaza Today Gurgaon Jul 2016 – Mar 2017Delivered 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. ### Sales, Meetings Manager · IHG – Crowne Plaza Chennai Adyar Park 2015 – 2016Led 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. ### Assistant Sales Manager, Room Sales · Accor Group – Novotel & Grand Mercure Goa Shrem 2014 – 2015Drove 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. ### Meetings Coordinator to Assistant Manager · IHG – Crowne Plaza Kochi 2012 – 2014Independently 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. ## Education Learning history ### IHM Aurangabad, affiliated with the University of Huddersfield Dates not specifiedB.A. (Hons), Hotel Management Bachelor of Arts (Honours) in Hotel Management. 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