Chayan Bhattacharjee

I’m a Customer Success Leader with 13+ years of experience transforming customer relationships into measurable business growth across SaaS, Healthcare, EdTech, Real Estate, and Technology sectors.

I specialize in driving retention, revenue expansion, and advocacy for enterprise clients through data-driven strategies and customer-first leadership. My approach combines deep operational execution with strategic foresight — ensuring every customer outcome ties back to business impact.

🔹 What I Do Best:

Build and scale high-performing Customer Success teams across regions.

Drive NRR, GRR, CSAT, and NPS improvements through proactive engagement and adoption playbooks.

Lead QBRs with CXOs, influencing product roadmaps and shaping customer strategy.

Design churn mitigation frameworks that reduce risk and amplify lifetime value.

Foster customer advocacy programs that turn happy clients into growth champions.

💬 I believe Customer Success is not just about retention — it’s about driving trust, growth, and partnership at scale.

🚀 Always open to connecting with leaders passionate about customer-centric growth, scaling Customer Success operations, or innovating in the B2B SaaS space.

Head of Customer Success | Finkraft.ai, Bengaluru (Jun 2025 – Oct 2025)

• Built and scaled the Customer Success organization across multi-region teams, mentoring

CSMs and support staff.

• Owned NRR, GRR, CSAT, and NPS metrics; achieved 80% revenue uplift via upsell and cross-sell initiatives.
• Drove customer adoption through structured playbooks, lifecycle automation, and proactive engagement models.
• Conducted QBRs with enterprise CXOs to strengthen retention and long-term partnerships.
• Instituted customer advocacy programs (case studies, references) improving brand visibility by 40%.
• Collaborated cross-functionally with Product, Sales, and Ops to ensure seamless onboarding-to-renewal journeys.

Team Leader – Customer Success | LeadSquared, Bengaluru (Aug 2021 – Jun 2025)

• Managed a 10-member CSM team overseeing ₹1.5 Cr MRR; reduced churn from 1.25% →

0.5% within one year.

• Retained a ₹2.5L churned logo and expanded it to ₹5L MRR through data-driven adoption frameworks.
• Closed a ₹5L MRR upsell for an enterprise healthcare client within 20 days through ROI led consulting.
• Boosted NPS from 30% → 65% in 6 months via executive QBRs and frontline adoption initiatives.
• Partnered with Product to release the Opportunity Module, now a key LMS feature.

Customer Success Specialist | FalconBrick Technologies, Bengaluru (Dec 2019 – Aug

2021)

• Onboarded 30+ enterprise clients in real estate; reduced time-to-value by 25%.
• Designed Power BI dashboards for CXOs, aligning business KPIs with product usage.
• Advocated customer needs internally, increasing renewal rate by 20% YoY.

Customer Success Executive | MetricStream, Bengaluru (Jul 2018 – Dec 2019)

• Managed multi-domain customers (Compliance, EdTech, Tech); improved adoption via learning automation.
• Conducted ROI reviews & executive check-ins to ensure client outcomes and renewals.

Technical Support Engineer | Dell (2016–2018)

Technical Support Engineer | Wipro (2014–2016)

BCA – West Bengal University of Technology (2014)