Amish Sura

Customer Success Leader with 8+ years of progressive experience driving enterprise customer success, SaaS adoption, strategic account management, and revenue growth. Proven expertise in managing high-value enterprise accounts, building executive relationships, leading customer lifecycle programs, and delivering measurable business outcomes through customer-centric strategies. Targeting to drive customer success, retention, and revenue growth in a senior leadership role by leveraging expertise in Enterprise SaaS, strategic account management, customer experience, and cross-functional leadership.

Account Success Manager at Magicbricks (2024-08 – Present)

Manage a portfolio of 700+ enterprise customers across APAC and Middle East markets, supporting CRM, Cloud Telephony, and AI-powered SaaS solutions. Drive the end-to-end customer lifecycle across onboarding, implementation, adoption, renewals, expansion, retention, and customer advocacy.

Lead Executive Business

Reviews (EBRs) and Quarterly Business Reviews (QBRs) to align customer success strategies with customer objectives, business outcomes, and growth priorities. Partner cross-functionally with Product, Engineering, Marketing, and Sales teams to enhance customer experience, accelerate product adoption, and drive account growth. Monitor customer health metrics, adoption trends, and engagement indicators to identify churn risks and implement proactive retention strategies.

• Maintained an 85% customer renewal rate through structured customer success planning, proactive engagement, and account health management.
• Led customer onboarding initiatives that accelerated time-to-value and strengthened early-stage product adoption.
• Mentored and coached a 25-member Sales team on SaaS cross-selling and upselling strategies, strengthening revenue expansion opportunities.
• Strengthened executive-level customer relationships through strategic stakeholder engagement, EBRs, and QBRs.
• Enabled continuous product and experience improvements by translating Voice of Customer (VoC) insights into actionable recommendations for Product and Engineering teams.

Key Account Manager at TeroTAM Techlabs (2022-02 – 2024-05)

Managed strategic relationships for 250+ enterprise customers across APAC, Europe, North America, and the Middle East, driving retention, expansion, and long-term account value. Led end-to-end customer success initiatives covering onboarding, implementation, product adoption, go-live readiness, and post-implementation engagement. Conducted consultative workshops, solution demonstrations, and user enablement sessions to accelerate product adoption and maximize customer value.

Partnered with Product Development teams to translate customer insights and feedback into actionable product enhancements and experience improvements. Managed and mentored a 10-member Customer Support team, optimizing support workflows, resolution efficiency, and overall customer satisfaction.

• Achieved 80% of upsell and cross-sell targets through strategic account planning and customer-centric engagement.
• Strengthened customer engagement by implementing structured customer success programs aligned with adoption and business outcomes.
• Reduced churn risk through proactive customer health monitoring, adoption analytics, and early identification of at-risk accounts.

Client Account Manager at Cygnet Infotech (2020-09 – 2022-01)

Managed enterprise accounts across GST, E-Way Bill, and e-Invoice SaaS platforms, driving customer retention, adoption, and account growth. Led end-to-end customer lifecycle management, including onboarding, implementation, product training, and post-implementation support. Built and maintained strong executive-level relationships while ensuring SLA adherence, service quality, and customer satisfaction.

Partnered with Sales and Product teams to identify cross-sell, upsell, and account expansion opportunities.

• Contributed to 75% revenue growth through strategic account expansion and focused customer engagement.
• Improved customer satisfaction through proactive relationship management, timely issue resolution, and personalized customer support.
• Increased product adoption by driving customer education, training, and awareness initiatives.

Business Development Associate at BYJU'S (2019-07 – 2020-05)

Managed the end-to-end consultative sales lifecycle, from lead generation and prospect qualification to customer acquisition and conversion. Conducted solution demonstrations and in-depth customer needs assessments to align offerings with business requirements. Consistently exceeded customer acquisition targets by driving effective sales strategies and delivering a seamless, customer-centric buying experience.

Business Development Executive at Silicon Valley Infomedia (2018-03 – 2019-07)

Drove sales and business development for SaaS-based ERP solutions across domestic and international markets, expanding market reach and revenue opportunities. Led end-to-end business development activities, including product demonstrations, proposal presentations, commercial negotiations, and customer engagement. Cultivated and strengthened long-term client relationships, driving customer retention, repeat business, and sustained revenue growth.

Collaborated with customer support teams to ensure seamless service delivery, resolve customer concerns, and maintain high levels of customer satisfaction.

PGDM in Marketing & International Business – Doon Business School (2018)

Bachelor of Engineering in Electrical & Electronics Engineering – Venus International College of Technology (2015)