Customer Success Account Manager at Futwork (2025-01 – 2025-09)
AI-powered outbound calling SaaS • Mid-Market and Upper-SMB
- Owned 70+ accounts representing INR 90M+ ARR across India and the US, acting as the primary commercial and strategic point of contact for each customer's outbound calling programme.
- Improved gross retention from 78% to 90%+ in 8 months by building account-level churn recovery plans tied to usage data, not just relationship management.
- Rebuilt onboarding workshops around each customer's outbound goals, accelerating platform adoption by 30% and cutting time-to-value for new accounts.
- Built a customer health scoring system in Appsmith and Control CRM, reducing at-risk accounts by 20% in a single quarter by giving the team early, actionable signals.
- Converted 15% of portfolio ARR into active upsell conversations, resulting in 5 to 7 account upgrades within one fiscal half.
- Ran 100+ QBRs with founders, VPs, and senior decision-makers across the portfolio, maintaining CSAT above 88% through structured engagement cadences. Presented business reviews directly to founder and VP-level stakeholders in weekly strategic review calls.
Customer Success Consultant at CloudyML (2022-11 – 2024-04)
LMS and course monetisation SaaS • SMB
- Managed 146+ SMB coaching and educator businesses representing INR 45M+ ARR across India, the US, the UK, and the UAE, covering branded websites, mobile apps, and subscription course businesses.
- Achieved 95% onboarding completion across the full portfolio through a structured 7, 30, and 60-day follow-up framework built from scratch.
- Accelerated platform adoption by 25 to 30% within the first 60 days by aligning onboarding milestones directly to each coaching organisation's revenue targets.
- Sustained 85%+ renewal rate across 146 accounts by initiating proactive renewal plays 30 days ahead of contract dates, using usage data to flag risk early.
- Maintained NRR above 108% across 18 months by identifying expansion-ready accounts through usage maturity analysis, without relying on reactive upsell plays.
- Conducted weekly business review calls directly with coaching organisation owners and founders, consolidating portfolio feedback into prioritised product briefs that drove 8+ platform improvements and reduced issue resolution turnaround by 18%.
Senior Business Development Executive at Gradeup (2021-12 – 2022-11)
Subscription-based EdTech platform • India
- Managed post-sale engagement for subscription learners using LeadSquared CRM, consistently sustaining renewal rates between 85% and 90%.
- Increased learner engagement by 15 to 20% through personalised progress reviews and learning pathway recommendations tied to individual goal timelines.
- Reduced refund and drop-off requests by 12% by resolving concerns before they escalated, coordinating closely with academic delivery teams.
Customer Support Specialist at Inspire Academy (2020-04 – 2021-05)
EdTech platform • India
- Maintained 90%+ CSAT using HubSpot CRM by resolving all issues within SLA timelines across a high-volume support queue.
- Cut average ticket resolution time by 15% by redesigning internal routing workflows and improving escalation handling.
- Increased first-week learner engagement by 10 to 15% by guiding new students through structured onboarding walkthroughs.
