Senior Client Success Manager (Strategic Accounts) - Adit Private Ltd.
(2024-01 - 2026-03)
- Own a portfolio of 300+ healthcare clients representing ~$4.2M in annual recurring revenue (ARR)
- Lead retention strategy for VIP and enterprise accounts, achieving 98% renewal rate across managed portfolio
- Reduced quarterly churn from 8% to under 2% within one year through proactive risk modeling and executive engagement
- Selected to manage the company's most complex and high-risk implementations
- Directed onboarding programs for 20–30 new clients per cycle, reducing time-to-value by 35%
- Launched and scaled the Optometry vertical, growing it into one of the fastest-adopting segments
- Currently oversee Orthodontics and Chiropractic verticals across Client Success operations
- Conduct executive business reviews (QBRs) with practice owners and leadership teams
- Delivered adoption programs that increased platform utilization by 60% across targeted accounts
- Mentor junior CSMs and lead training initiatives for new hires
- Partner with Product and Engineering to influence roadmap based on Voice of Customer insights
- Handle escalations with strict SLA compliance while maintaining CSAT above 95%
Associate Product Consultant - Cvent Inc.
(2021-06 - 2024-01)
- Implemented enterprise event-management SaaS solutions for Fortune-500 and global clients
- Led end-to-end onboarding, integration planning, and stakeholder training
- Managed concurrent implementations across multiple regions
- Improved client adoption through customized enablement strategies
- Recognized for resolving high-severity technical issues under tight deadlines
Senior Customer Care Professional - American Express
(2018-11 - 2021-05)
- Managed high-net-worth cardmembers and corporate accounts
- Provided concierge-level service across complex financial and travel needs
- Consistently ranked in top performance tier for customer satisfaction and retention
- Trusted with sensitive cases requiring discretion and regulatory compliance
Travel Advisor - British Airways
(2018-05 - 2018-11)
- Supported premium international travelers with complex itineraries
- Coordinated last-minute travel changes and crisis situations
- Delivered high-touch service to VIP clientele
Customer Care Professional - Convergys Inc.
(2017-02 - 2018-03)
- Provided multi-channel support across global customer base
- Recognized for efficiency, accuracy, and service quality
Business Development Intern - NDTV
- Supported market research and partnership outreach
