Krithikha B

Customer Success Manager with 5+ years owning the post-sales relationship for global enterprise SaaS accounts across India and North America. Trusted advisor to C-suite stakeholders on manufacturing, automotive, FMCG and energy accounts, with a track record of driving adoption, retention and renewal, running QBR/EBR programs against customer KPIs, and uncovering white-space that turned into $100K+ of expansion revenue. Strong escalation owner and cross-functional partner to Sales, Product, Support and Engineering.

Delivered a 20% retention lift and 30% adoption growth, and automate repetitive CS work with AI and workflow tools. Google PMP and Lean Six Sigma Champion certified.

Senior Customer Success Manager (Implementation & PMO) at ConverSight.AI (2023-10 – Present)

AI-powered analytics SaaS

• Own the end-to-end relationship for 8 global enterprise accounts (CEAT, Mahindra, Daimler, Ashok Leyland, ChampionX, House of Spices, MCI, NOV), acting as trusted advisor from onboarding through adoption, renewal and expansion.
• Lifted customer retention 20% through proactive churn prevention, at-risk account management and renewal plays tied to Net Revenue Retention.
• Grew product adoption 30% by building a Diamond / Platinum / Gold / Silver LTV-based health-scoring framework that flags risk early and prioritises CSM bandwidth.
• Drove $100K+ in expansion revenue by owning renewal forecasting and the upsell / cross-sell pipeline, surfacing deployment gaps and adoption signals across US and India accounts.
• Run C-suite QBRs / EBRs aligned to customer KPIs, accelerating time-to-value, capturing Voice of Customer insights and anchoring renewals to proven business outcomes.
• Own escalations as executive point of contact for complex customer issues, coordinating Engineering, Product and Support to resolve quickly and protect account health.
• Advocate across functions: led an internal serverless database migration as techno-manager, aligning Engineering, DevOps and Product to cut cloud costs with 0% customer-facing downtime.
• Built an AI-powered CS automation suite (Asana-to-Slack weekly digest, sprint-planning workflow, Gong call intelligence for sentiment and upsell detection, Slack-to-Asana ticketing, one-click onboarding approval) saving 2+ hrs/week.
• Direct PMO operations (resource planning, capacity utilisation, portfolio governance, P&L reporting) for a cross-functional team of 10.

Data Analyst & Project Coordinator at Aidas Technologies (2021-07 – 2023-10)

• Coordinated Agile/Scrum delivery and backlog management for US enterprise SaaS clients, keeping sprints aligned to client milestones.
• Improved revenue recovery 30% with Power BI dashboards for real-time financial and operational visibility; cut SME dependency 25% through centralised success playbooks.
• Partnered with Sales on pre-sales analysis and requirement mapping, shaping account onboarding strategy.

B.Sc in Computer Science, Mathematics & Statistics – Mount Carmel College, Bengaluru (2018 – 2021)