Mohit Verma

Customer Success Manager with 8+ years of experience in B2B SaaS, driving retention, renewals, and expansion. Proven track record of improving renewal rates (52%→60%), generating ₹6.7Cr+ expansion revenue, and scaling retention revenue from ₹2.5Cr to ₹5Cr through lifecycle optimization and process-driven execution. Experienced in leading multi-layer teams and building scalable Customer Success systems.

Customer Success Manager | Team Lead at Infodrive India (Volza) (2018-03 – 2026-03)

Led customer success operations for a global B2B SaaS product, focusing on retention, expansion, and lifecycle optimization across enterprise and mid-market accounts.

• Led a team of 8 Team Leads (60+ indirect reports), driving performance across multi-shift Customer Success operations
• Managed end-to-end post-sales lifecycle including onboarding, engagement, renewal, and expansion
• Owned renewal pipeline, upsell initiatives, and churn reduction strategies
• Drove retention and expansion strategy across customer segments to improve revenue predictability
• Conducted performance reviews, audits, and structured coaching to improve team productivity
• Partnered with product, sales, and support teams to improve customer experience and adoption
• Led hiring, onboarding, and training of Customer Success team members
• Improved renewal rate from 52% → 60% through health scoring models, structured engagement and churn-risk identification
• Increased customer lifetime value by 20% via targeted upsell and cross-sell initiatives
• Drove ₹6.7Cr+ expansion revenue through product adoption and account growth strategies
• Contributed to scaling new business revenue from ₹0.85Cr to ₹3.8Cr through improved onboarding and usage adoption
• Improved CSAT from 74% → 89% and operational efficiency (SLA, FCR) through KPI tracking and process standardization
• Scaled retention revenue from ₹2.5Cr → ₹5Cr through lifecycle and process improvements
• Led QBRs with enterprise clients, improving renewal predictability and stakeholder alignment

Marketing Executive at DTDC Franchise (2017-08 – 2018-02)

• Generated B2B leads and built client relationships to support business growth

MBA in International Business – Dr. D. Y. Patil Vidyapeeth, Pune (2026)

B. Tech in Electronics & Communication – Rajasthan Technical University (2017)