Lalit

Customer Success & Key Account Manager with 6+ years of experience managing enterprise and SME accounts across logistics, B2B SaaS, and Health-tech. Experienced in owning the customer lifecycle from onboarding and adoption to retention, renewals, expansion, and issue resolution. Strong track record of using customer usage, account health, and commercial data to reduce churn, improve collections, and identify growth opportunities.

Skilled in cross-functional collaboration with Product, Finance, Operations, and Sales teams to improve customer experience and business outcomes

Customer Success Manager - Healthfirst Tech - UK - Faridabad

(2023-11 - 2026-03)

• Owned the customer lifecycle for a portfolio of 35+ UK healthcare provider accounts on the Care-bit platform onboarding, adoption, renewals, and business reviews, driving account-level retention.
• Handled Order to Cash (O2C) activities including invoicing, collections calls, and payment reconciliation (card/UPI) to support timely account closure.
• Tracked usage, feature adoption, and support engagement data on Care-bit to flag at-risk accounts early, contributing to a 22% YoY reduction in churn.
• Worked with finance and product teams on billing and collections workflows, supporting a lift in collections from 60% to 85% and a reduction in DSO from 45 to 28 days.

Key Account Manager - Cogoport - Gurgaon, India

(2022-06 - 2023-07)

• Owned growth, retention, and operational performance for 15+ strategic logistics accounts worth ₹8+ Cr in annual value, driving 15% YoY revenue growth through expansion and stakeholder management.
• Managed end-to-end account operations, export documentation, customs & regulatory compliance, and ocean container/truckload shipment planning end-to-end, from RFQ to delivery.
• Raised invoices for shipping & logistics services after delivery, tracked payment collection, and followed up with clients on outstanding dues.

Key Account Manager - Wheelseye Tech - Gurgaon, India

(2019-06 - 2022-06)

• Managed B2B sales and account relationships for 100+ SME transporter accounts, driving adoption of telematics products (GPS tracking, FASTag) and facilitating credit line access for drivers/transporters.
• Owned end-to-end account lifecycle - onboarding, delivery coordination, invoicing, shipment tracking and resolved escalations.
• Supported account retention and renewal conversations across a high-volume SME logistics portfolio, identifying at-risk accounts and addressing concerns proactively.
• Used usage analytics and customer feedback to identify booking and payment friction, partnering with product on fixes that improved DAU by 25% and retention by 22%.
• Automated invoice and insurance document delivery via WhatsApp using Zapier, eliminating manual follow-ups across a large SME account base and improving payment turnaround.

M.A. - Economics - CCS University, Meerut, India (2016-01 - 2018-12)

B.A. - Economics - CCS University, Meerut, India (2013-01 - 2016-12)