Shweta Ghag

Senior Customer Success Manager with 8+ years of experience helping B2B SaaS customers achieve long-term value and business outcomes. Experienced in managing enterprise and mid-market accounts across India, APAC, the Middle East, and Africa, with a strong focus on building trusted relationships, driving product adoption, and identifying organic growth opportunities. Skilled at understanding customer needs and translating them into clear, measurable outcomes while partnering with stakeholders at every level, including the C-suite.

Passionate about creating meaningful customer experiences that strengthen retention, encourage expansion, and deliver lasting value throughout the customer journey.

Senior Customer Success Specialist - ProMobi Technologies - Pune, India

(2024-04 - 2026-02)

• Managed end-to-end Customer Success for 220+ SMB, Mid-Market, and Enterprise accounts across India, APAC, Middle East, and Africa, driving client adoption, retention, and satisfaction
• Ensured account continuity and renewal readiness, protecting $1.6M+ in ARR ($990K across Africa and $622K across APAC and the Middle East), supporting strong gross renewal rate (~80%) and approximately 20% growth through adoption-led expansions
• Monitored customer health, product usage, and engagement metrics; led business reviews (MBRs/QBRs) to identify adoption gaps, risks, and alignment with customer goals
• Acted as a customer advocate, partnering with Support, Product, Finance, and Technical teams to resolve issues and share customer feedback for product and process improvements
• Mentored new team members, enabling faster ramp-up on customer success processes, business review execution, tools, and escalation management

Senior Executive – Client Success - O.C. Tanner - Mumbai, India

(2021-10 - 2024-04)

• 5 Appreciate Great Awards
• Managed clients like CGI, Mercedes Benz R&D India Pvt Ltd, Ocwen
• Conduct internal audit before program launch
• Client onboarding by conducting program walkthroughs sessions to employees, managers & training administrators
• Addressing inquiries, resolving issues, and providing timely and effective solutions
• Conduct strategic reviews of program performance
• Share regular updates on new products, services, best practices, strategies to ensure great engagement throughout client lifecycle
• Build and maintain strong relationships with clients by understanding their needs, goals, and challenges
• Collaboration with cross functional departments for ultimate client satisfaction
• Contribute in continuous process improvement and prepare process documentation

Assistant Manager - Sodexo Benefits and Rewards Services - Mumbai, India

(2020-10 - 2021-10)

Transferred from Zeta

• Managed 150+ Clients across Mumbai, Hyderabad, Chennai, Ahmedabad and Pune

Client Relationship Manager - Zeta - Pune, India

(2017-05 - 2020-10)

Merged with Sodexo

• Successfully acquired and managed Key Accounts like Mercedes Benz India Pvt Ltd, Autodesk, Tieto India Pvt Ltd
• Won the Ultimate Alliance award at Zeta for achieving Quarter Sales target AMJ-2018
• Making effective sales presentations based on the identified needs of the prospective clients and handling negotiations effectively
• Acquiring new clients and upsell/cross-sell to existing ones
• Lead generation through cold calling

Internship - HT Media Ltd - Mumbai, India

(2016-05 - 2016-06)

• B2C Sales Promotion
• Awarded "STAR PERFORMER" for achieving 200% more than the target

Internship - Perfetti Van Melle - Mumbai, India

(2016-02 - 2016-03)

• Field Study by visiting the Retail Outlets along with the Company Field Representative

Master of Management Studies - Marketing - Chetana's R.K. Institute of Management and Research (2015 - 2017)

Bachelor of Management Studies - M.L. Dahanukar College of Commerce (2011 - 2014)