Sowmya Mohan

Customer Success and Customer Experience Leader with over 18 years of experience, including 8+ years in dedicated Customer Success, CX, Client Services, and Operational Leadership roles within technology, digital transformation, enterprise services, and global customer environments. Proven expertise in managing enterprise customer portfolios, driving onboarding, adoption, retention, AI/digital transformation initiatives, executive stakeholder engagement, customer success planning, and revenue growth. Adept at collaborating with Product, Professional Services, Sales, Support, and Renewal teams to enhance customer outcomes, maximize business value, increase customer advocacy, and foster long-term customer success.

Experienced in Executive Business Reviews, Customer Success Plans, customer lifecycle management, digital adoption strategies, customer health management, churn mitigation, and strategic account growth across global enterprise customers.

Customer Success / Client Services Manager - HCLTech - Bengaluru

(2023-12 - 2026-01)

• Managed strategic enterprise customer portfolios across global markets, serving as the primary business contact throughout the customer success journey.
• Developed and executed Customer Success Plans aligned with customer business goals, CX transformation objectives, and measurable success metrics.
• Drove customer onboarding, adoption, retention, and value realization initiatives across enterprise accounts.
• Conducted Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) with Directors, Vice Presidents, and executive sponsors.
• Built trusted advisor relationships with senior customer stakeholders to improve adoption, customer outcomes, and long-term engagement.
• Partnered with Product, Professional Services, Engineering, Support, and Operations teams to ensure successful implementations and customer outcomes.
• Led customer adoption programs and digital transformation initiatives, resulting in improved engagement and platform utilization.
• Identified customer risks early through health monitoring and proactively executed mitigation plans.
• Collaborated with Sales and Account teams to identify upsell, cross-sell, and expansion opportunities.
• Strategic Consulting
• Renewal Readiness
• Revenue Retention
• Expansion Opportunities
• Upselling & Cross-Selling
• Churn Mitigation
• Acted as escalation manager for critical customer issues and coordinated resolution through cross-functional teams.
• Leveraged customer analytics, adoption metrics, and business insights to improve customer health and retention.
• Supported customer advocacy programs, including references, testimonials, success stories, and executive sponsorship initiatives.
• Utilized CRM and customer success platforms to monitor account performance, adoption trends, and renewal readiness.

Lead Customer Success Manager - Verticurl (Part of Ogilvy) - Bengaluru

(2021-06 - 2023-02)

• Managed enterprise customer success programs for global customers across marketing technology and digital transformation environments.
• Led customer onboarding, adoption, engagement, and retention initiatives for strategic customer accounts.
• Conducted business reviews and customer success planning sessions focused on business outcomes and customer value realization.
• Collaborated with delivery, support, and technical teams to improve customer experience and service delivery.
• Developed customer engagement frameworks to improve customer satisfaction and long-term account growth.
• Monitored customer health metrics and adoption trends to identify growth opportunities and risks.
• Worked closely with leadership teams to improve customer retention and operational performance.

Program Manager - Customer Success - Langoor Havas - Bengaluru

(2020-12 - 2021-06)

• Managed customer success operations across multiple enterprise customer engagements.
• Led customer onboarding, project governance, customer communications, and stakeholder management initiatives.
• Conducted customer reviews focused on business outcomes, adoption progress, and service excellence.
• Collaborated with cross-functional teams to improve customer satisfaction and operational performance.
• Supported customer retention initiatives through proactive customer engagement and relationship management.
• Provided executive reporting and performance insights to leadership teams.

Manager - Integrated Campaigns - Regalix - Bengaluru

(2020-05 - 2020-08)

• Managed enterprise customer engagement programs and customer experience initiatives.
• Collaborated with customer-facing teams to improve service delivery, customer satisfaction, and campaign performance.
• Developed customer performance reporting and business insights for leadership teams.
• Supported customer success and account growth initiatives through operational excellence and stakeholder management.

Marketing Manager - Integrated Campaigns - Incture Technologies - Bengaluru

(2019-07 - 2020-03)

• Managed customer engagement programs and digital transformation initiatives for enterprise customers.
• Supported customer lifecycle management through campaign planning, performance analysis, and customer engagement activities.
• Collaborated with customer-facing teams to improve customer experience and business outcomes.
• Delivered customer performance reporting and strategic recommendations to leadership stakeholders.

Customer Experience | Client Services | Service Delivery Leadership Roles - Earlier Career Experience

(2006-12 - 2018-10)

• Built extensive experience across customer success, customer experience, client services, account management, and service delivery functions.
• Managed customer interactions across multiple channels while ensuring SLA compliance and service excellence.
• Led customer engagement, stakeholder management, escalation management, and operational improvement initiatives.
• Developed strong expertise in customer lifecycle management, relationship management, and business process optimization.
• Supported enterprise customers through onboarding, adoption, issue resolution, and customer satisfaction initiatives.

Master of Business Administration (MBA) - Marketing - Army Institute of Management, Kolkata

Bachelor of Arts - Economics & Office Management - Janki Devi Memorial College, University of Delhi