Dishani Chakraborty

Customer Success professional with 6+ years of experience in B2B customer relationship management across software and healthcare technology. Experienced in managing enterprise accounts, customer health, retention, renewals, QBRs, product adoption, and account growth. Strong at building trusted customer relationships, understanding customer goals, resolving complex issues, and working with Sales, Product, Finance, and Support teams.

Data-driven and highly organised, with experience using customer feedback and account insights to improve customer outcomes and reduce churn.

Customer Success Manager - Carestream Dental LLC - Remote

(2024-07)

Manage enterprise B2B accounts as the main point of contact, building trusted relationships and supporting customers throughout their lifecycle. Focus on customer health, product adoption, retention, renewals, account growth, and delivering strong customer outcomes.

• Conduct regular QBRs to review customer usage, understand business needs, identify risks, and uncover opportunities for account growth, contributing to $100K+ in organic upsells.
• Manage contract renewals, modifications, cancellations, and account discussions while ensuring accuracy and compliance with company terms.
• Partner with Finance to investigate and resolve complex billing and account issues, resolving 98% of billing disputes and achieving 100% financial recovery.
• Work closely with Product, Technical Support, Sales, and Finance teams to resolve customer issues and communicate customer feedback and product requirements.
• Gather customer feedback and translate recurring issues into structured requests, contributing to 4 critical product enhancements.
• Create and standardise 10+ internal workflows and SOPs, reducing cross-functional response delays by 20%.
• Use customer and account information to identify risks, improve retention, support renewal conversations, and identify opportunities to provide additional value.

Customer Success Associate (Intern) - RecruiterFlow - Remote

(2024-01 - 2024-02)

Worked in a fast-paced B2B SaaS startup, supporting SMB customers with platform adoption, troubleshooting, and day-to-day engagement.

• Guided customers through platform features and helped improve early product adoption.
• Managed multiple priorities across customer outreach, troubleshooting, and portfolio activities.
• Created Help Center documentation and FAQs based on common customer issues to improve self-service.

Senior Customer Service Supervisor - Tata Consultancy Services - Kolkata

(2019-05 - 2023-09)

Managed complex customer relationships and escalations while leading a team of 15+ customer service professionals. Worked closely with customers and internal teams to resolve issues, improve processes, and maintain strong customer satisfaction.

• Managed and supported 50+ complex customer accounts weekly, understanding customer needs and providing timely solutions.
• Resolved 98% of high-priority customer escalations through structured problem-solving and proactive communication.
• Worked with QA and internal teams to identify recurring customer issues and improve processes, increasing team efficiency by 20%.
• Mentored and managed a team of 15+ associates while maintaining a 95% team-wide quality score.
• Developed strong experience in stakeholder communication, customer retention, escalation management, and working in a fast-paced international environment.

Master of Business Administration - Human Resource - Manipal University (2021-05 - 2023-12)