Chandni Garg

Enterprise Customer Success and Renewals professional with 10+ years of experience managing strategic SaaS customer portfolios across cybersecurity, cloud, and enterprise software environments. Proven track record driving customer retention, renewals, customer engagement, and executive stakeholder management across APAC enterprise accounts. Experienced in owning end-to-end renewal lifecycle activities including forecasting, risk mitigation, customer success planning, commercial negotiations, and cross-functional collaboration.

Strong background supporting enterprise customers within SaaS, cloud, and cybersecurity environments while partnering with Sales, Product, Support, and Technical teams to deliver measurable customer outcomes.

Customer Success & Renewals Manager at Proofpoint (2021-01 – Present)

Managed a high-value enterprise SaaS customer portfolio across cybersecurity and cloud-based solutions, supporting customer retention and long-term account success.

• Owned end-to-end renewal lifecycle activities including forecasting, renewal planning, customer engagement, risk mitigation, commercial negotiations, and contract execution.
• Built trusted advisor relationships with enterprise stakeholders including IT, Security, Procurement, and executive leadership teams.
• Proactively identified churn risks and developed customer engagement strategies to improve retention outcomes and customer satisfaction.
• Partnered closely with Account Executives, Customer Success, Technical Support, and Product teams to support customer adoption and expansion opportunities.
• Conducted customer business reviews and renewal planning discussions aligned to customer goals, platform usage, and long-term success strategies.
• Collaborated cross-functionally to resolve customer escalations and support successful customer outcomes within complex enterprise environments.
• Supported SaaS platform adoption initiatives through consultative customer engagement and stakeholder coordination.
• Managed multiple enterprise accounts simultaneously while maintaining strong customer engagement and renewal pipeline visibility.
• Recognised for building strong executive customer relationships and improving renewal predictability within enterprise SaaS environments.
• Successfully managed strategic enterprise customer relationships across APAC accounts.
• Delivered proactive renewal and customer engagement strategies within a highly competitive cybersecurity SaaS market.
• Supported customer retention initiatives through executive stakeholder engagement and consultative account management.

Subscription Account Manager at IBM Australia (2014-01 – 2021-12)

Managed enterprise software subscription renewals and customer success initiatives across a large APAC customer portfolio.

• Consistently achieved and exceeded renewal objectives through proactive account management and strategic customer engagement.
• Drove customer retention and commercial success across enterprise software and cloud solutions.
• Coordinated onboarding activities, contract alignment, and stakeholder engagement for enterprise customers.
• Worked closely with Sales, Technical Support, and Services teams to deliver successful customer outcomes and reduce renewal risk.
• Built strong executive-level customer relationships and acted as a trusted advisor throughout the customer lifecycle.
• Forecasted renewals pipeline and supported commercial negotiations to secure long-term customer retention.
• Supported enterprise customers within complex SaaS and cloud technology environments using a consultative customer success approach.
• Collaborated with cross-functional teams to improve customer engagement, onboarding experience, and adoption outcomes.
• Recognised for driving strong customer relationships and delivering consistent renewal performance across enterprise accounts.
• Managed strategic enterprise customer relationships across software subscription portfolios.
• Supported high-volume renewal operations while maintaining strong customer engagement.
• Contributed to long-term customer retention through proactive account management and stakeholder collaboration.