Alekhya Deshmouni

Results-driven Customer Success Manager with 4+ years of experience in SaaS and technology services, specializing in Mid-Market and SMB customer segments. Proven track record of driving product adoption, retention, and revenue expansion while managing high-volume books of business across complex stakeholder environments. Skilled at translating customer goals into measurable business outcomes, mitigating churn risk, and building long-term trusted advisor relationships from end-users to C-suite.

Collaborative team player with strong analytical, communication, and organizational skills, consistently delivering against departmental OKRs and KPIs.

Customer Success Manager | SaaS/iPaaS Platform - Intact Insurance - Canada

(2022-06)

• Managed a high-volume book of business across Mid-Market and SMB customer segments, overseeing the full customer lifecycle from onboarding through renewal and expansion.
• Served as the primary point of contact and trusted advisor for assigned accounts, building long-lasting relationships with stakeholders ranging from end-users to C-suite executives.
• Guided customers through structured onboarding and implementation phases, coordinating with Professional Services and Project Management Office (PMO) to ensure milestone achievement and risk mitigation.
• Monitored customer health scores using Gainsight to proactively identify at-risk accounts and implemented tailored save strategies to reduce churn and improve retention rates.
• Drove post-implementation product adoption by delivering targeted training sessions, feature walkthroughs, and value realization workshops aligned to customer business objectives.
• Identified and developed expansion opportunities by converting Customer Success Qualified Leads (CSQLs) into upsell and cross-sell revenue in collaboration with the Sales and Revenue teams.
• Developed and executed account plans and success plans outlining measurable outcomes, KPIs, and ROI benchmarks for each assigned customer.
• Facilitated Quarterly Business Reviews (QBRs) and executive-level presentations to reinforce platform value, review adoption metrics, and align on future roadmap priorities.
• Tracked and reported on NPS, CSAT, and CES metrics to measure customer satisfaction and drive continuous improvement initiatives across the Customer Success team.
• Maintained accurate and up-to-date customer records, pipeline data, and account health information in Salesforce CRM.
• Collaborated cross-functionally with Product, Support, Sales, and Implementation teams to resolve escalations, surface customer feedback, and improve overall service delivery.
• Contributed to achieving departmental OKRs by consistently meeting renewal, retention, and expansion targets on a quarterly basis.
• Automated routine customer touchpoints and task management workflows using the Customer Success Platform to improve efficiency across a large account portfolio.
• Assisted in building internal playbooks, escalation workflows, and onboarding best practices to support team scalability and consistency.

Professional Lending and Mortgage Specialist - TD Bank - London ON

(2021-04 - 2022-06)

• Managed end-to-end customer mortgage applications, ensuring accurate documentation, timely processing, and compliance with TD Bank's lending policies and regulatory requirements.
• Facilitated mortgage renewals by reviewing existing terms, presenting competitive rate options, and guiding customers through the renewal process to ensure seamless continuity of their mortgage agreements.
• Processed mortgage payments, credit card payments, and loan disbursements accurately and efficiently, maintaining a high standard of transactional integrity and customer satisfaction.
• Conducted mini-applications for personal loans and lines of credit, assessing customer eligibility, gathering financial documentation, and submitting applications for credit adjudication.
• Evaluated customer financial profiles including income verification, credit bureau reports, debt-service ratios, and property assessments to support lending decisions and recommendations.
• Provided tailored mortgage and lending solutions to customers by identifying their financial needs, matching them with appropriate TD products, and clearly communicating terms, conditions, and repayment structures.
• Delivered consistently strong performance on team scorecards by meeting and exceeding individual KPIs related to application volume, accuracy, customer satisfaction, and product referrals.
• Supported performance management initiatives for a team of 5 associates through regular coaching sessions, one-on-one feedback, and training on lending products, compliance standards, and customer service best practices.
• Collaborated with branch managers, underwriters, and credit adjudicators to resolve complex lending cases, escalate high-risk applications, and ensure timely approvals and customer communication.
• Maintained accurate and up-to-date customer records within TD's CRM and lending platforms, ensuring data integrity across all mortgage and loan files.
• Ensured full adherence to Anti-Money Laundering (AML), Know Your Client (KYC), and FINTRAC regulatory guidelines throughout all customer interactions and lending processes.
• Educated customers on TD's full suite of lending products including fixed and variable rate mortgages, home equity lines of credit (HELOCs), personal loans, and credit card solutions.
• Assisted customers with refinancing options, debt consolidation strategies, and pre-approval processes to support their short and long-term financial goals.
• Participated in team huddles, product training sessions, and branch performance reviews to stay current on policy updates, rate changes, and lending best practices.

PG Diploma - Health Management System & Office Administration - Fanshawe College