Shubham Bhatia

Senior Strategic Account Manager with 10+ years of experience in Account Expansion. I specialise in discovering Upsell & Crossell Opportunities, Leveraging expertise in Renewals & Churn mitigation, fostering Strong client Relationships for leading organisations like Zara, H&M, and Shoppers Stop. My role focuses on overseeing a portfolio valued at $60M, where I collaborate with decision-makers and C-level executives to align solutions with business goals and secure multi-year deals.

Key Account Manager - Customer Success at Zara (2023-11 – Present)

• Own the end-to-end renewal cycle (forecasting, negotiation, and order forms) for a high-volume portfolio of 200+ accounts, consistently achieving target Gross Retention Rate (GRR) and Net Retention Rate (NRR) quotas.
• Execute high-velocity upsell and cross-sell campaigns aligned to customer outcomes, building a robust expansion pipeline to drive ARR growth.
• Proactively identify churn risk using Salesforce health-score tracking and data-driven segmentation to execute targeted save plays for at-risk accounts.
• Orchestrate scalable, tech-touch engagement motions and standardized playbooks to drive product adoption, feature usage, and value realization across high-volume account segments.
• Conduct concise business reviews and check-ins with procurement and C-level decision-makers, effectively handling commercial objections to secure error-free, multi-year renewals.
• Maintain CRM hygiene, accurate pipeline forecasting, and cross-functional collaboration with Support, Product, and Marketing teams to ensure issue resolution and capture the voice of the customer.

Customer Success Manager- Growth & Expansion at H&M (2022-10 – 2023-11)

• Served as the primary point of customer accountability, overseeing customer experience, Owned strategic customer relationships across the post-sales lifecycle, serving as the primary point of accountability for adoption, engagement, retention, and renewal readiness.
• Managed 25+ renewal discussions per quarter, using customer engagement, support trends, and adoption insights to identify risks and growth opportunities.
• Built and maintained Power BI customer health dashboards, segmenting accounts by engagement, usage, support activity, and churn-risk indicators.
• Proactively managed 18+ at-risk customer cases per month, developing targeted retention and recovery plans to improve customer outcomes.
• Coordinated with cross-functional teams through Jira and internal case-management tools to resolve escalations, remove adoption roadblocks, and improve customer experience.
• Contributed to CSAT and retention improvement through proactive engagement, customer feedback analysis, and process optimisation

Department Manager- Retention & Renewals at Shoppers Stop (2019-03 – 2022-09)

• Managed a portfolio of customer accounts, driving relationship management, engagement, retention, and renewal activities through Salesforce CRM.
• Handled 70+ customer escalations per month through Freshdesk while maintaining 92% SLA compliance and coordinating timely resolution.
• Partnered with support and operations teams to manage escalation handoffs, remove service roadblocks, and maintain consistent customer experience.
• Reviewed customer feedback and account trends to identify retention, expansion, and cross-sell opportunities.
• Built strong relationships with key customer stakeholders, addressing concerns proactively and improving customer satisfaction and long-term retention

Assistant Manager at Coffee Day Global (2014-02 – 2016-09)

• Operations Management to keep customer experience consistent.
• Inventory Management, Sales Expansion, and Issue resolution.
• Coordinated large-scale outdoor catering, including Aero Show 2015.
• Ran operational audits to maintain compliance and service readiness.

PGDM in Marketing & Sales – Welingkar Institute of Management (2016)

B.Sc in Hospitality Management – SRM Institute (2014)