Results-driven Customer Success and Technical Account Manager with over 14 years of experience in client relationship management, product adoption, business growth, strategic account management, and Customer Success Operations. Certified Totango Success Leader with experience in cybersecurity and cloud technologies, serving global clients across US, EMEA, APAC, and ANZ regions.
Manage Customer Success for enterprise clients across EMEA, responsible for nearly 25% of regional enterprise ARR. Own onboarding, adoption, renewals, and expansion; drove a 15% increase in upsell opportunities, 20% improvement in product adoption, 98% renewal rate, and 10% increase in net revenue retention.
Managed Customer Success Operations, scalable playbooks, tool integrations, enablement, and training. Managed a ₹7-8 million book of business across 23 enterprise accounts; led onboarding, deployment, QBRs, governance, adoption, escalations, and renewals. Achieved 100% on-time renewals and reduced churn by 4%.
Managed a ₹6 million book of business, led internal teams, and owned end-to-end customer engagement. Delivered executive QBRs, improved product adoption by 9%, reduced churn by 6%, increased retention by 8% through mentoring, and used predictive analytics to drive an 11% uplift in retention.
Managed a $20 million portfolio across 20 federal accounts in the UAE, achieving a 96% customer satisfaction rate. Partnered with C-level stakeholders, increased revenue by 11%, and led cross-functional resolution of 92% of escalations within one week.
Managed a $22 million portfolio across four partner and two ISV channels. Improved low product adoption and customer satisfaction to 83%, resolved complex integrations, delivered enablement sessions, reduced churn, and led QBRs focused on roadmap alignment and ROI.
Managed 30+ enterprise accounts totaling over $10 million annually, focused on cloud adoption and digital transformation across Microsoft, Azure, and AWS. Increased customer satisfaction by 20%, exceeded renewal and upgrade targets, and advised clients on cloud strategy, governance, and cost optimization.
Managed a $8 million portfolio of 30 enterprise accounts. Increased customer satisfaction by 7% and customer lifetime value by 11% through NPS and CSAT analysis. Improved cloud consumption, adoption, success metrics, and customer ROI through targeted cloud and analytics strategies.
BBA, MM
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