Deeksha Pandey
Senior Customer Success Manager | Implementation Project Manager | ESG & Sustainability
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About
Results-driven Customer Success Manager and Implementation Project Manager with 5+ years of experience delivering measurable commercial outcomes across B2B enterprise SaaS, ESG-aligned supply chains, and digital transformation in retail, fashion, and textile industries across South Asia, Turkey, and the UK. Proven track record owning 50+ enterprise accounts through the full customer lifecycle, onboarding, adoption, QBR-led retention, renewal, and revenue expansion, achieving 15% churn reduction and consistent NPS improvement. Skilled in Salesforce, HubSpot, Gainsight methodology, Power BI, and Jira.
MSc Management (University of Bath). APM member. Strong commercial acumen with experience influencing ARR growth, NRR, and GRR through proactive customer health management, upselling, and cross-functional collaboration.
Right to work in the UK.
Experience
Lead Project, Marketing & Creator Consultant - Self-Employed (Humanity Centered Designs | Mansa Consulting)
(2025-02)
- Defined and owned the product vision and roadmap for an AI-powered wearable assistive technology product, translating user research and behavioural insights into prioritised product requirements and go-live delivery outcomes.
- Drove GTM strategy and campaign planning for a sustainable fashion brand, developing content strategy, messaging frameworks, and social campaigns aligned with ESG and responsible sourcing values.
- Managed creator and influencer partnerships across Instagram and TikTok to amplify brand reach and build long-term brand advocacy, drawing on personal experience as an active content creator with 23,000+ followers.
- Applied agile project management practices across concurrent client engagements — maintaining project trackers, risk logs, stakeholder communication plans, and milestone reporting in Notion and Jira.
- Delivered ESG-aligned brand strategy including carbon footprint awareness, responsible sourcing principles, and circular economy frameworks for sustainable fashion clients.
Customer Experience & Success Manager - Material Exchange — B2B SaaS Digital Textile Sourcing Platform
(2022-06 - 2025-01)
Progressed from South Asia regional portfolio to multi-regional coverage (South Asia and Turkey), owning 50+ B2B enterprise accounts across the full customer lifecycle.
- Owned full customer lifecycle (onboarding → adoption → renewal → expansion) for a portfolio of 50+ B2B enterprise accounts across South Asia and Turkey, directly responsible for GRR and NRR performance.
- Achieved 15% churn reduction through proactive risk management, tailored customer success plans, tiered account health scoring (red/amber/green), and structured quarterly business review (QBR) frameworks.
- Spearheaded enterprise client onboarding across two regions: led requirements gathering, implementation scoping, time-to-value delivery, and post-go-live adoption programmes within agreed scope and budget.
- Delivered data-informed insights using Power BI and HubSpot to track customer health scores, KPIs, engagement metrics, and portfolio-level performance, informing strategic account decisions and at-risk interventions.
- Executed upselling and cross-selling initiatives contributing directly to expansion revenue and improved customer ROI across the enterprise account base.
- Optimised CRM workflows in HubSpot and Intercom, enhancing operational efficiency, communication cadence, and portfolio-level visibility, maintaining structured health data aligned to Salesforce-style account frameworks.
- Led cross-functional collaboration between product, sales, and operations to resolve escalations, drive platform adoption, and translate customer behavioural insights into product improvement priorities.
- Conducted product demonstrations, facilitated user research, and contributed to product design feedback loops, driving NPS improvement and reduced time-to-value across cohorts.
- Mediated complex client escalations with senior stakeholders, delivering structured resolution plans with measurable commercial outcomes and sustained relationship recovery.
Head Fashion Designer - Fashion Panda / Rasika Shroff
(2021-08 - 2022-03)
- Led end-to-end sustainable product development from concept to delivery, managing supplier relationships, responsible sourcing, and circular design principles for European and Australian export markets.
- Conducted market research, trend forecasting, and competitor analysis to inform brand strategy and product launch planning for international markets.
- Collaborated cross-functionally with production, merchandising, and export teams — demonstrating project coordination, change management, and ESG-aligned supply chain skills.
Fashion Design Intern - Valkyre Clothing
(2021-01 - 2021-06)
- Developed AW2021 unisex collection with sustainability focus, applying circular economy principles and responsible sourcing to denim and eco-materials.
- Managed digital marketing, social media campaigns, and content creation across Instagram and TikTok, building audience engagement and supporting sales objectives.
Education
MSc - Management - University of Bath (2023-09 - 2024-09)
BDes - Fashion Design - National Institute of Fashion Technology (NIFT), India (2017-09 - 2021-06)
