Siliguri, West Bengal, India
I am a results-driven Customer Success professional with 4+ years of experience across E-commerce SaaS,InsureTech, Retail CPG, and E-Learning industries. My expertise lies in building long-term client relationships, maximizing retention, and driving revenue growth through data-driven strategies. Throughout my career, I have consistently delivered high-impact results — achieving 95%+ renewals, reducing churn by 95%, and generating 60% premium upsells. At SIAA - The Agent Alliance, I managed a $500K+ portfolio, executed seamless onboarding and integrations, and collaborated with cross-functional teams to achieve a 30% uplift in Monthly Recurring Revenue. I bring proven success in training, onboarding, and client enablement for large user groups. My targeted engagement campaigns have driven 40–55% customer reactivation, while my ability to streamline processes through playbooks and SOPs has enhanced adoption and NPS scores. Technically skilled in HubSpot, Salesforce, Gainsight, Jira, and Advanced Excel, I combine strong business acumen with hands-on expertise in implementation and integrations. I am certified in Gainsight (End User, PX, and Associate Admin) and passionate about continuous learning and innovation in customer success. Looking ahead, I aim to further strengthen my impact in customer success and account growth, leveraging technology, collaboration, and data insights to drive business outcomes.
Managed a $500K+ client portfolio with tailored success strategies, achieving 98% renewals and 60% premium conversions. Led onboarding, migrations, and integrations, delivering projects within scope and SLAs. Partnered with Sales, Product, and Data teams to boost MRR by 30%. Conducted workshops, webinars, and training to enhance adoption and retention. Developed customer journey playbooks and SOPs, streamlining onboarding and improving NPS.
Mentored 5 CSMs and 10 Support Executives, driving 70%+ renewals across 10,000+ policies. Boosted product usage by 75% and improved user experience through workflow and compliance enhancements. Delivered training to 50+ agencies, led impactful demos and campaigns, increasing awareness and revenue growth