Rakshita Pandey

Customer Success Manager with 10+ years of experience driving customer retention, adoption, renewals, revenue growth, and customer value realization across SMB, mid-market, and enterprise SaaS customers globally (US, EU, APAC, and India). Proven track record of managing enterprise portfolios, achieving 108% Net Revenue Retention (NRR), generating expansion revenue, and building trusted relationships with executive and technical stakeholders. Experienced in customer health monitoring, enterprise customer success, digital transformation, strategic account management, and cross-functional collaboration to deliver measurable business outcomes.

Skilled at acting as the Voice of the Customer, mitigating risk, driving adoption, and maximizing long-term customer value.

Senior Customer Success Manager - DemandFarm - US and EU

(2024-04 - 2025-09)

• Managed a $200K+ customer portfolio across the US and EU, serving as the primary business point of contact throughout the customer lifecycle while driving customer experience (CX), adoption, retention, renewals, and revenue growth.
• Achieved 108% Net Revenue Retention (NRR) by executing Customer Success Plans aligned with customer KPIs, business objectives, and long-term value realization, while proactively managing churn risks and expansion opportunities.
• Generated $80K in expansion revenue through strategic upsell and cross-sell initiatives, contributing to portfolio growth and successful renewal outcomes.
• Monitored customer health scores, usage analytics, engagement trends, lifecycle stages, and renewal forecasts using Salesforce CRM and DemandFarm to proactively identify risks, improve retention, and uncover expansion opportunities
• Drove product adoption, AI/digital engagement, onboarding, and enablement to maximize feature utilization and customer value
• Conducted regular EBRs/QBRs and stakeholder reviews to track progress against customer objectives and identify growth opportunities
• Leveraged Salesforce CRM and DemandFarm to monitor customer health, usage analytics, KPIs, lifecycle stages, and renewal forecasts
• Acted as the voice of the customer and collaborated cross-functionally with Sales, Product, Support, and onboarding teams to ensure seamless customer success outcomes
• Managed issue resolution and escalations, ensuring timely coordination and high customer satisfaction
• Delivered performance reporting and customer insights to support continuous improvement and customer advocacy.

Customer Success Specialist - Freshworks Inc

(2021-03 - 2022-08)

• Achieved 96% retention through proactive customer journey management, Customer Success Plans, and EBRs
• Owned the end-to-end customer lifecycle, identifying churn risks and driving renewals, retention, and expansion opportunities
• Built data-driven customer segmentation models to improve product adoption, engagement, and measurable business outcomes
• Developed Customer Success playbooks and lifecycle triggers to scale value delivery and improve customer experience
• Partnered cross-functionally with Product, Business Systems, Sales, and Support teams to track customer health, usage metrics, and engagement insights
• Conducted onboarding sessions, webinars, and enablement programs to accelerate time-to-value and feature adoption
• Supported customer advocacy initiatives by proactively addressing concerns, improving satisfaction, and strengthening long-term relationships

Client Account Management - Hogarth Worldwide - (WPP Group UK Ltd)

(2019-03 - 2020-01)

• Led global marketing projects for Fortune 500 clients, including HSBC and TK Maxx.
• Delivered actionable customer insights to product, marketing, and sales teams to enhance user experience.
• Oversaw a portfolio of global accounts, proactively addressing risks, managing escalations, and improving customer retention and loyalty.
• Cultivated strong client relationships through regular business reviews and solution-oriented support, becoming a trusted advisor to key stakeholders.
• Uncovered growth opportunities through cross-sell and upsell strategies, while also optimizing internal workflows to enhance team productivity and CSM efficiency.

Customer Success Manager – Digital Projects - BotCode Technologies (now known as "Chatly")

(2017-04 - 2019-03)

• Advised clients on targeted WeChat marketing strategies to drive user engagement, adoption, and growth.
• Led digital and e-commerce initiatives aligned with client success goals and measurable ROI.
• Analyzed performance metrics and market trends to deliver data-driven recommendations and optimize customer value.
• Collaborated with product, marketing, and tech teams to ensure timely and seamless project delivery.
• Managed multi-region client portfolio (U.S., U.K., Thailand, China), ensuring satisfaction, retention, and expansion.

Account Executive - Strategic Sales - Frost and Sullivan - Middle East

(2016-07 - 2017-03)

• Contributed to the Digital Transformation industry in the Middle East by identifying and cultivating new accounts for Frost & Sullivan.
• Proactively established relationships with potential clients to gain a thorough understanding of their business needs.
• Secured new business deals by establishing favourable business relationships with potential partners through networking, coordinating requirements, negotiating contracts, and integrating contract requirements with business operations.

Customer Success Executive - MM Alliance (now known as "Xcaliber Co., Ltd")

(2013-09 - 2015-12)

• Prospected and acquired new business through proactive outreach, securing long-term client accounts.
• Managed ticketing and reservation inquiries while nurturing relationships with clients, partners, and internal teams.
• Conducted training sessions for clients and global partners on hotel reservation systems to ensure smooth adoption.
• Collaborated with technology teams to implement hotel requirements and resolved escalations by creating a robust client support FAQ.

Document Management Executive - Seabra Tran International Company

(2012-09 - 2013-08)

• Coordinated with global partners to fulfill shipment requirements and manage import documentation.
• Managed import documentation for shipments from Japan, China, Singapore, and other regions.
• Assisted Sales Director with shipment quotations and region-specific reporting.

MBA - Assumption University, Thailand (2013-01 - 2014-12)

BBA - Mahidol University International College, Thailand (2008-01 - 2012-12)