Shiksha Sharma

Customer Success Manager with 7 years of B2B client-facing experience across enterprise account ownership, renewals, and revenue expansion. Skilled in building long-term client relationships, driving value realization, and leading structured engagement programs such as QBRs. Currently managing a large enterprise portfolio at Naukri.com (Info Edge India), with a proven track record of commercial ownership, cross-functional collaboration, and consistent career growth.

Prior to Customer Success, developed deep expertise in enterprise sales and account management at Ebix Inc., where I specialized in healthcare-focused portfolios and global client delivery across multiple regions.

Customer Success Manager at Info Edge India Ltd. (Naukri.com) (2025-08 – Present)

• Own a portfolio of 120 enterprise accounts representing $2M in annual value, driving adoption, retention, and satisfaction through proactive engagement and value realization.
• Serve as primary Customer Success partner for Naukri's employer branding suite, aligning platform solutions with clients' talent acquisition and employer brand visibility goals.
• Conduct structured quarterly business reviews (QBRs) and strategic account consultations across the portfolio to assess account health and identify expansion opportunities.
• Drive upsell and cross-sell of branding and recruitment products across the account base, achieving a 92% renewal rate and contributing to portfolio expansion and account maturity.
• Own end-to-end onboarding, training, and ongoing enablement for enterprise clients — maintaining 95% Gross Revenue Retention (GRR) through proactive engagement and issue resolution, while improving Net Revenue Retention (NRR) from 98% to 102% through structured upsell and cross-sell initiatives, within the first year of portfolio ownership.
• Maintain a 4.8 CSAT score (out of 5) across the enterprise portfolio through proactive engagement, timely issue resolution, and consistent value delivery.

Manager, Enterprise Sales at Ebix Inc. (2019-06 – 2025-08)

Progressed: Associate Consultant → Lead Consultant → Manager

• Promoted three times in six years based on consistent performance and demonstrated leadership across the full enterprise sales cycle.
• Owned a healthcare-focused enterprise solutions portfolio, building deep client relationships that sustained 95% logo retention and repeat business.
• Expanded portfolio value by ~20% through targeted cross-sell and upsell initiatives, driving incremental revenue growth.
• Negotiated and managed contract renewals — including RFPs, RFQs, and legal agreements — achieving a 90% renewal rate and securing expanded business across multiple regions.
• Streamlined statements of work (SOWs) and delivery timelines, cutting turnaround time by 20% and project costs by 15% — improving delivery predictability across the account base.

Master of Business Administration (MBA) in Marketing & Finance – The Business School (TBS), University of Jammu (2017-08 – 2019-05)

Bachelor of Commerce (B.Com) in Honors – SPMR College of Commerce, University of Jammu (2013-08 – 2016-05)