Senior Customer Success Manager at Exotel Techcom Pvt. Ltd. (2022-08 – Present)
High-Growth SaaS/CPaaS Platform. Owned strategic client relationships with CXOS, VPs, and Directors across 8+ enterprise and BFSI accounts (INR 8-10 Cr ARR), serving as the single accountable owner for the full customer lifecycle - onboarding through expansion.
- Defined success metrics and built tailored adoption plans for each strategic account, driving a 40% YoY platform adoption lift by mapping voice and WhatsApp automation use cases to measurable client business outcomes.
- Established executive cadence-stakeholder maps, structured QBRs, and account success plans — enabling early identification of risk and expansion opportunities across all key accounts.
- Demonstrated client ROI by quantifying workflow efficiency gains including 25% reduction in Average Handling Time and 20% improvement in CSAT, translating platform performance into outcomes clients cared about.
- Generated 1.4 Cr in expansion revenue by identifying upsell and cross-sell opportunities during QBRs and translating client pain points into targeted solution proposals.
- Built the playbook for onboarding and supporting high-value enterprise accounts, reducing go-live timelines by 35% across 12+ CPaaS implementations through API-led delivery and cross-team coordination.
- Served as voice of the client internally - synthesised real-world client pain from escalations and QBRs into actionable roadmap inputs, collaborating with Product and Engineering to priorities features that moved the needle.
- Achieved 96% gross renewal rate and 100% NRR through proactive success planning, trusted advisor relationships, and solution-based renewals anchored to demonstrated client value.
- Maintained 99.95% platform uptime and 99% SLA adherence as escalation SPOC, coordinating cross-functionally with Product, Engineering, and Support to resolve critical incidents.
- Partnered with Sales and Marketing to activate select clients as references and case studies, directly supporting pipeline expansion and new business acquisition.
Senior Business Development Manager at Iorta Technology Solutions Pvt. Ltd. (2021-03 – 2022-07)
Managed end-to-end enterprise sales for BFSI and insurance clients; maintained an annual pipeline of INR 5.5-6 Cr and closed INR 1.3-1.8 Cr in new ARR.
- Delivered product demos and PoCs that reduced sales cycle time by 20-25%; collaborated with Customer Success teams to ensure seamless post-sale adoption, contributing to 35-40% repeat and upsell revenue.
- Generated and qualified 15-20 enterprise leads per quarter; automated sales workflows to improve operational efficiency by -30%.
Business Development Manager at DMACQ Software Pvt. Ltd. (2018-07 – 2020-05)
- Managed RFPs for document management and digitization SaaS; conducted discovery sessions to align product capabilities with client business requirements.
- Coordinated with pre-sales, product, and implementation teams to deliver aligned enterprise solutions and ensure smooth customer transitions.
Business Development Manager at Panoramic Universal Ltd. (2017-11 – 2018-05)
- Achieved sales and revenue targets through new client acquisition and account growth.
- Generated a strong business pipeline through strategic partnerships and lead generation.
- Improved client retention and business growth through effective relationship management.
Assistant Manager, Business Development at Osource India Pvt. Ltd. (2016-03 – 2017-11)
- Closed deals with enterprise customer to manage their entire Finance accounting problem
- Managed and maintained an active sales pipeline using CRM, ensuring accurate forecasting
Senior Software Specialist at eClinicalWorks India Pvt. Ltd. (2012-03 – 2016-10)
- Implemented and supported eClinicalWorks EHR solutions for healthcare clients, ensuring successful deployments and high user adoption.
- Delivered training, troubleshooting, and workflow optimization, improving operational efficiency and customer satisfaction.
- Managed integrations, upgrades, and issue resolution within SLA targets while maintaining strong client relationships.
Sales Executive at Start Enterprise Pvt. Ltd. (2010-09 – 2012-03)
- Managed Emirates Airlines' automated flight status SMS solution, ensuring timely delivery of real-time passenger notifications and enhancing customer experience.
- Prospect and qualify new leads through cold calls, email outreach, networking and social selling
