Aditya Agarwal

More than 15 years of global customer-facing account management and customer success experience at a consulting firm, an IT Product engineering organization, a data-analytics start-up, an IT services marketplace, an ad-tech platform, and most recently an AI-first creative partner for brands.

The same core instinct has stayed across roles: own the relationship, own the outcome, and retain & grow accounts while continuing to build the process so results don't depend on any one person.

Customer Success Manager at SUPERSIDE (2024-01 – 2025-02)

Managed a portfolio of 18–22 SMB, mid-market, and enterprise accounts ($3K–$40K MRR) across North America, Europe, APAC, and the Middle East — overseeing the full life-cycle from onboarding to creative delivery.

• Within the first year, was trusted with one of only 7 Key accounts (out of roughly 450 accounts company-wide) for hands-on attention, and grew upsell revenue on the book past $120k.
• Helped redesign the Onboarding process to be faster and tailored by client type — cutting onboarding time from 3–4 weeks down to 1–2 weeks.

Senior Customer Success Manager at SUPERSIDE (2025-03 – 2026-03)

Moved into managing a more concentrated set of 20–24 SMB accounts (~$1.8M ARR combined), sustaining renewal rates above 75% while continuing to unlock $150k+ a year in upsell revenue.

• Volunteered to lead a company-wide churn analysis using two years' worth of data — investigating why clients left, not just how to save the ones already flagged at-risk. The findings reshaped how Sales, Account Management, Project Management, and Creative Delivery approached retention together via Cross-functional collaboration.
• Ran monthly client check-ins and quarterly business reviews, interviewed potential candidates and became the go-to onboarding buddy for new CSMs joining the team.

Senior Account Manager at SUPERSIDE (2026-04 – 2026-08)

Took full commercial and operational ownership of a smaller, higher-stakes portfolio of 8–10 mid-market accounts (~$2.2M ARR) — a real step up from the joint-ownership model earlier roles used. In five months, delivered a 94% renewal rate and roughly $110K in upsell revenue.

• Inherited one account with an active VP-level complaint on day one, and another flagged for leadership escalation shortly after. Rebuilt trust on both by getting hands-on with delivery, and secured renewal on each within weeks.
• Led a strategic initiative to ensure implementation of new commercial plans for legacy clients and supported their migration with minimal operational impact.

Customer Success Manager at NOWTILUS (2023-07 – 2023-12)

Joined post-acquisition as first Customer Success Hire, when the support function was still catching up to a growing enterprise client base.

• Took ownership of client communications and escalation management for 3–4 enterprise accounts during a messy post-acquisition integration, and ended up building the formal escalation framework — flowcharts, ownership paths, response protocols — that replaced what had been an entirely ad-hoc process.
• Introduced daily usage and activity monitoring so risks could be flagged internally before they ever reached a client's inbox.

Senior Account Manager at AMPLIFYRE (2022-07 – 2023-06)

Amplifyre ran entirely on its partner network, so nearly everything owned in this role came back to recruiting, onboarding, and scaling that network.

• Led a 6-person team for partner recruitment and onboarding, growing and supporting a network of 420+ partners across the marketplace.
• Redesigned the entire onboarding program end-to-end: new activation workflow, better data capture, clearer handoffs. Cut activation time by ~60% and increased usable data collected per partner by ~40%, which made the whole recruitment-to-activation funnel run faster.
• Awarded company shares within 6 months as recognition for the impact of that work.

Customer Success / Account Management / Business Development at INDUS NET TECHNOLOGIES (2015-01 – 2022-12)

Spent seven years at Indus Net across three roles, growing from business development into full account leadership as the company's client base scaled.

• Managed a ~$2M+ key-account portfolio and led a team responsible for ~$2.5M+ in annual revenue from existing accounts, growing the portfolio's single largest account by roughly 180% over two and a half years through deeper engagement and account planning.
• Generated $1.3M+ in business in the final year—9% of firm total—while doubling targets and sustaining 35% year-over-year revenue growth.

Practice Lead, Data Hubs at XEMPLA (2017-02 – 2018-07)

Deployed from Indus Net to help stand up a brand-new business vertical inside a sister company — essentially building a start-up within a start-up.

• Built and led the Data Hubs business unit end-to-end — marketing, sales, partnerships, and delivery — starting from nothing.
• Led a pilot with SIDBI that digitized data from 8,000+ foundries and onboarded 400+ new foundries nationwide; its success became a credibility marker that helped the company close a subsequent ~$750K funding round.

Senior Consultant, Financial & Tax Consulting at DELOITTE (2011-06 – 2015-02)

Financial and tax consulting that taught the fundamentals of owning an account and its outcomes.

• Managed a consulting portfolio generating ~$12M in revenue at roughly 91% gross margin, leading cross-functional teams of up to 25 people across multiple engagements and locations.
• Lead Trainer for new joiners for 2 years
• Ranked 1st out of 384 professionals in Deloitte's internal client-readiness training program.

MBA in Finance & Marketing (2009-01 – 2011-12)

Bachelor of Commerce (Hons) (2006-01 – 2009-12)