Niharika Srivastava

Enterprise Account Manager with 5+ years managing the full post-sale relationship lifecycle — renewals, retention, expansion, and CXO stakeholder engagement — for global SaaS, Research & Advisory, Travel, and Talent Solutions clients at LinkedIn, Gartner, and MakeMyTrip. Skilled in renewal forecasting (80%+ accuracy), churn-risk mitigation, and structured account health tracking (Red/Yellow/Green segmentation), with a track record of expanding strategic accounts up to 150% of target, 80% delivered through upsell. In practice, the day-to-day work has always been customer success: value realization, adoption, QBRs/EBRs, and long-term account health.

AI-Powered Customer Success certified, with additional training in Gainsight's Durable Growth Playbook.

Professional Sabbatical & Industry Upskilling (2025-10 – 2026-08)

• Took a planned break to manage a family medical responsibility, now fully resolved.
• Continued staying current on SaaS/CS trends, enterprise client engagement, and account growth strategy through the AIPowered Customer Success and Gainsight Durable Growth Playbook certifications.

Senior Account Manager — Talent Solutions at LinkedIn (2025-01 – 2025-09)

• Owned retention and expansion for a portfolio of 200+ enterprise and mid-market accounts (revenue ranging $5M–$200M per account) across SaaS, EdTech, Healthcare, Pharma, Retail, and AgriTech.
• Achieved 110% of renewal and expansion target by running recurring multi-stakeholder success reviews with CHRO, CTO, CMO, CIO, and CEO to align product usage with evolving business priorities.
• Improved client retention from 78% to 91% through proactive account engagement and structured risk identification.
• Sustained 92% NPS across the book while serving as the voice of the customer to LinkedIn's product organization, running quarterly feedback sessions that directly shaped the Hiring Solutions roadmap.
• Acted as trusted advisor to client leadership on hiring strategy, retention, upskilling, and employer brand — deepening account stickiness and reducing churn risk.
• Used Salesforce and Power BI as the go-to CRM and reporting stack to track pipeline, monitor account health, and keep leadership current on renewal and expansion status.

Senior Account Manager at Gartner (2022-03 – 2024-12)

• Achieved Gartner Winner's Circle recognition within the first year (2022), exceeding renewal and expansion targets at 150%, with 80% delivered through upsell.
• Sustained 95% client retention across a 20-account enterprise book (revenue ranging $30M–$250M per account) by tracking KPIs on a self-built account health tracker and prioritizing outreach through Red/Yellow/Green risk segmentation.
• Expanded enterprise territory portfolio the following year by 30% YoY across $30M–$200M USD accounts through consultative selling and structured account expansion planning.
• Owned quarterly and monthly renewal forecasting across the book with 80%+ forecast accuracy, giving leadership reliable visibility into the retention and expansion pipeline.
• Delivered CxO-level business reviews to surface client challenges early and proactively align solutions to reduce churn risk and support renewal.
• Mentored and onboarded new and junior team members on account health tracking, renewal strategy, and CxO engagement best practices.
• Relied on Salesforce and Power BI as the go-to CRM and dashboarding tools for pipeline management, renewal forecasting, and account health reporting.

Senior Key Account Manager — Global Chains at MakeMyTrip (2019-01 – 2022-02)

• Managed strategic partnerships and total book of business across global hospitality chains — Radisson, IHG, Hilton, Hyatt, and Best Western — spanning 200+ hotel properties pan-India.
• Identified market demand trends and customer acquisition opportunities to improve partner visibility and booking performance.
• Negotiated exclusive commercial offers and promotional partnerships at national and regional levels to enhance customer acquisition and partner revenue.

Master of Business Administration in Marketing & Information Technology – Amity University (2019-05)

Postgraduate Certification in Advanced Certificate in Digital Marketing – MICA, The School of Ideas (2021-12 – 2022-09)

Bachelor of Technology in Computer Science – Amity University