Akshay Mohite

Customer Success Manager with 6+ years of B2B experience managing strategic customer relationships across the full lifecycle — from onboarding and platform adoption through retention, renewal, and expansion. Passionate about helping customers achieve measurable business outcomes by deeply understanding their goals and aligning solutions to support them. Proven ability to monitor customer health, identify risks proactively, and develop action plans that protect retention and reduce churn.

Skilled at conducting onboarding sessions and training programs that accelerate time-to-value, and at gathering customer feedback to represent the voice of the customer in internal product and roadmap discussions. Daily practitioner of AI tools (Claude, ChatGPT) — genuinely excited about AI-powered ecommerce technology and the kind of practical, high-impact tools Athos Commerce builds for digital and ecommerce teams. Self-starter with strong cross-functional collaboration skills and a results-oriented mindset wired for customer growth, advocacy, and long-term success.

Manager – Customer Success - Vilas Javdekar Developers

(2025-05)

• Manage strategic relationships with 600+ accounts as primary point of contact — driving platform adoption, engagement, and optimization across the full customer lifecycle.
• Conduct onboarding sessions and training programs for new customers on Farvision CRM, aligning platform capabilities to each customer's business objectives to accelerate time-to-value.
• Partner with customers to understand their business goals and align solution features to support measurable outcomes — acting as a trusted advisor, not just a support contact.
• Monitor customer health and proactively identify risks, opportunities, and improvement areas — developing action plans to protect retention before churn signals escalate.
• Support renewal conversations and surface upsell and cross-sell opportunities aligned to customer outcomes, collaborating with Sales to progress expansion conversations.
• Gather customer feedback systematically and represent the voice of the customer internally — contributing to product improvement decisions and engagement strategy refinements.
• Develop customer advocates by identifying satisfied accounts for case studies, references, testimonials, and product reviews that strengthen brand credibility and pipeline enablement.
• Maintain accurate customer records, account plans, and engagement activity logs in CRM — ensuring full cross-functional visibility and reliable health reporting at all times.
• Collaborate with Product, Engineering, and Support teams to resolve customer issues and enhance the customer experience across the account portfolio.

Associate Consultant – Customer Success (B2B SaaS) - Equip9 App

(2024-02 - 2024-05)

• Managed strategic B2B customer relationships as trusted advisor and primary contact — owning onboarding, adoption, health monitoring, escalations, and renewal support for assigned accounts.
• Conducted platform onboarding and training sessions that accelerated product adoption and helped customers connect platform capabilities to their core business objectives.
• Monitored account health and engagement signals — identifying at-risk accounts early and developing recovery action plans to stabilize relationships before churn occurred.
• Supported upsell and cross-sell conversations by identifying expansion opportunities aligned to customer goals, partnering with Sales on account growth strategies.
• Gathered structured product feedback from customers and represented their needs to Product and Engineering teams — contributing to roadmap discussions and feature prioritization.
• Maintained accurate CRM records, account plans, and engagement logs in Zoho — ensuring reliable health data and cross-functional account visibility.

Business Development Executive – Customer Success & Digital Adoption - Concept Information Technologies (I) Pvt. Ltd.

(2023-03 - 2023-12)

• Managed B2B customer relationships post-sale as primary contact — driving digital platform adoption, ongoing engagement, retention, and satisfaction through proactive, consultative communication.
• Partnered with customers to understand their business objectives and aligned available digital solutions to support their goals — building trusted advisor relationships over time.
• Gathered and channelled customer feedback to Product and Marketing teams, contributing to campaigns and platform improvements informed by direct voice-of-customer intelligence.
• Supported upsell and cross-sell conversations within the existing account base, collaborating with Sales to identify and progress expansion opportunities.
• Implemented digital automation workflows in Zoho CRM — email sequences, lead routing, and self-serve enablement programs — demonstrating comfort with digital commerce technology and automation tools.
• Maintained 99% CRM data accuracy — ensuring reliable account tracking, engagement history, and reporting for Sales and CS stakeholders.

Assistant Manager – Customer Success & Account Management - Kolte Patil Developers Limited

(2018-01 - 2023-02)

• Managed a large B2C account portfolio as trusted advisor and primary contact — driving adoption, engagement, retention, and long-term relationship health across a 5-year tenure.
• Conducted regular training sessions and product walkthroughs for customers, ensuring platform confidence and driving sustained adoption beyond the initial onboarding period.
• Monitored account health, identified at-risk signals, and developed structured recovery plans in coordination with Engineering, Finance, and Operations teams.
• Supported renewal readiness and expansion conversations — using account intelligence and customer outcome data to build business cases for continued and expanded engagement.
• Developed customer advocates by identifying reference accounts and facilitating case study and testimonial opportunities that supported the sales and marketing pipeline.
• Maintained 100% CRM documentation compliance in SAP — ensuring accurate, audit-ready account records and reliable engagement activity logs.

Master of Business Administration - MBA - Sinhgad Business School, Savitribai Phule Pune University (2016-08 - 2018-07)

Bachelor of Business Administration - BBA - Modern College, Savitribai Phule Pune University (2013-06 - 2016-07)