Experience

ZoomInfo

• United States
• Software Development
• 700 & Above Employee

• Team Lead, Customer Success

  • Oct 2023 - Present

  Chennai, Tamil Nadu, India



Multiplier

• United States
• Technology, Information and Internet
• 300 - 400 Employee

• Senior - Customer Success Manager, APAC

  • Dec 2022 - Sep 2023

  Singapore, Singapore Primarily responsible for amping up and driving white-glove proactive success strategies Establishing and improving on baseline KPIs and metrics (NRR, Win ratios and TAT) Identifying inefficiencies, supporting the implementation of CX solutions that contribute to mutual successes Tracking progress around Customer Success team productivity, planning, processes, and tools Partnering with Customer Success leadership to drive change management practices that promote internal adoption… Show more Primarily responsible for amping up and driving white-glove proactive success strategies Establishing and improving on baseline KPIs and metrics (NRR, Win ratios and TAT) Identifying inefficiencies, supporting the implementation of CX solutions that contribute to mutual successes Tracking progress around Customer Success team productivity, planning, processes, and tools Partnering with Customer Success leadership to drive change management practices that promote internal adoption of programs, make lives of CSM's easier and efficient and Lastly, also identifying and working on company initiatives that drive unified CX via data analysis. Show less



Chargebee

• United States
• Financial Services
• 700 & Above Employee

• Manager - Customer Success, NAMER

  • Dec 2021 - Dec 2022

  Remote Customer success is company success in the subscription economy! Currently, on a conscious mission to create an inclusive, diverse, happy, meritocratic, and performance-based culture in the team that also, drives one of the lowest attrition rates within the organization. I am currently responsible for building the Start-up team that includes establishing and improving baseline KPIs and metrics focussing on big picture outcomes, and bringing direction to the work of the team. My… Show more Customer success is company success in the subscription economy! Currently, on a conscious mission to create an inclusive, diverse, happy, meritocratic, and performance-based culture in the team that also, drives one of the lowest attrition rates within the organization. I am currently responsible for building the Start-up team that includes establishing and improving baseline KPIs and metrics focussing on big picture outcomes, and bringing direction to the work of the team. My job responsibilities primarily include, Working with internal cross-functional teams (product, sales, pre-sales, marketing, product marketing, support, etc.) to ensure team's customer’s issues/solutions are addressed according to SLA's. Working with the program manager (customer success) to derive data-driven insights/intelligence to run focused and result-oriented customer engagement programs & Constantly reading and up-skilling my understanding of SaaS and SaaS metrics and Completely owning three-team key metrics (creating a pipeline, increasing product adoption & customer retention). My other focus areas include identifying inefficiencies, ideating and supporting the execution of team's planning and tracking succession of KPI's month on month, and tracking progress around productivity, planning, processes, and partnering with numerous leadership and cross-functional teams to drive change management practices that promote strategic adoption of programs and company initiatives via data analysis.

• Senior - Customer Success Manager, NAMER

  • Sep 2020 - Jan 2022

  Remote My goal as a Senior CSM is to optimize the customer success function and transform the customer approach from reactive to proactive. This required changing behaviors, elevating customer-facing strategies, along with building up a strong team of engagement managers. I quickly adapted to industry tools and delivered strong growth across new logos, adoption, and renewals. I brought focus on key KPIs and designed toolboxes that improved workflows and processes. I have personally… Show more My goal as a Senior CSM is to optimize the customer success function and transform the customer approach from reactive to proactive. This required changing behaviors, elevating customer-facing strategies, along with building up a strong team of engagement managers. I quickly adapted to industry tools and delivered strong growth across new logos, adoption, and renewals. I brought focus on key KPIs and designed toolboxes that improved workflows and processes. I have personally taken on big logos and Fortune 500 accounts to increase ARR and also created a feedback loop across engineering, R&D, and sales to improve the product experience and ensure rapid alignment with customer needs, requests, and concerns.

• Lead - Customer Success (Startup), NAMER

  • Sep 2020 - Dec 2021

  Remote As a team lead; I am responsible for the team's daily operational activities in addition, to participating in strategic initiatives and projects that deliver clear insights that drive processes, systems, and immediate and longer-term business decisions. I support both internal and external customer success operations guiding them to look at the big picture - proactively planning the management and evolution of data, processes, and systems which define and drive Chargebee's white glove customer… Show more As a team lead; I am responsible for the team's daily operational activities in addition, to participating in strategic initiatives and projects that deliver clear insights that drive processes, systems, and immediate and longer-term business decisions. I support both internal and external customer success operations guiding them to look at the big picture - proactively planning the management and evolution of data, processes, and systems which define and drive Chargebee's white glove customer experience. I drive projects that positively impact customer usage, expansion, and retention including segmentation, analysis of the customer life-cycle ( adoption & renewal), leveraging technology to improve internal team efficiencies via process automation and forecasting. In addition, I also, work cross-functionally to translate company objectives into actionable processes across broader teams and departments.

• Enterprise - Customer Success Manager, NAMER

  • Jan 2020 - Jan 2021

  Remote Promoted as an Enterprise CSM this January to facilitate and take ownership of Chargebee’s top portfolio of accounts in the United States (majorly East coast) and Canada. My primary focus lies in driving and influencing the white-glove customer success program to drive customer experience by bringing and demonstrating value in tandem with the best practices in the industry and innovations. I am responsible for collaborating with the cross-functional groups across the organization to… Show more Promoted as an Enterprise CSM this January to facilitate and take ownership of Chargebee’s top portfolio of accounts in the United States (majorly East coast) and Canada. My primary focus lies in driving and influencing the white-glove customer success program to drive customer experience by bringing and demonstrating value in tandem with the best practices in the industry and innovations. I am responsible for collaborating with the cross-functional groups across the organization to further develop customer relationships and manage the entire customer life cycle, thereby ensuring that they are receiving the maximum return of investment via their Chargebee subscription. Also, delivering periodic (monthly/quarterly) updates to Customer Success Forums (CSF) and Quarterly Business Reviews (QBRs) to review and analyze statistics, metrics, and providing recommendations on par with the industry and revenue segment to our Enterprise customers.

• Customer Success Manager, NAMER

  • Jul 2019 - Jan 2020

  Chennai Area, India “Customer success is about more than delivering service or support. It’s about having real-time visibility into the issues customers are facing and finding smarter ways to manage those issues.” - Lincoln Murphy, founder of Sixteen Ventures My responsibilities in this role include but is not limited to; Delivering against assigned quota consistently, while prioritizing and delivering an excellent user experience to customers. Implementing creative ways to improve our customer… Show more “Customer success is about more than delivering service or support. It’s about having real-time visibility into the issues customers are facing and finding smarter ways to manage those issues.” - Lincoln Murphy, founder of Sixteen Ventures My responsibilities in this role include but is not limited to; Delivering against assigned quota consistently, while prioritizing and delivering an excellent user experience to customers. Implementing creative ways to improve our customer relationships, tailor and share performance-enhancing suggestions, driving user adoption, increasing retention and promoting maximum utilization of the subscription platform. Communicating with customers proactively, via phone and email and touch bases to be in the loop. Providing strategic advice and helping organizations get the best ROI on their investment with us by working closely in a consultative role as and when required. Sharing and collaborating with Specialists, Engineers, and Product team members on new feature developments through direct exposure. About Chargebee: Chargebee Inc. delivers Subscription Billing Infrastructure for SaaS and Subscription-based companies. Integrated readily with to 30+ popular payment gateways and removes billing complexities by letting you automate both online and offline payment collection, invoicing, email notifications, and customer management. Welcome to our world where we simplify the business of billing and have fun along the way!

• Client Engagement Specialist, NAMER

  • May 2019 - Jul 2019

  Chennai, Tamil Nadu, India As a CES, I worked hand in hand with my customers to create fruitful long-term relationships with an aim of maximizing customer satisfaction. I specialize in process, business reviews, and change management to help my customers provide their customers with continued value prop and success.



Pavilion

• United States
• Think Tanks
• 400 - 500 Employee

• Member

  • Jul 2021 - Dec 2022

  Pavilion is a private invitation-only community membership platform for high-growth operators who are looking to network and thrive in today's evolving business world involved with high growth-focused companies



Zoho

• India
• Software Development
• 700 & Above Employee

• Customer Relations Specialist - Zoho ONE (U.K & U.S)

  • Sep 2018 - May 2019

  With IDC 2019 report recommending companies to scale with a single integrated platform to cope up with the cloud competition in future - Zoho One is a game changer already. Individually, I strive to give customer perspective a voice in the system. Speaking to new and existing customers every day translates to developing a unique understanding of how to meet customer needs which is an insight that is invaluable to engineers building and ideating through new features that prepares the products… Show more With IDC 2019 report recommending companies to scale with a single integrated platform to cope up with the cloud competition in future - Zoho One is a game changer already. Individually, I strive to give customer perspective a voice in the system. Speaking to new and existing customers every day translates to developing a unique understanding of how to meet customer needs which is an insight that is invaluable to engineers building and ideating through new features that prepares the products for the future. My responsibilities in technical support currently also include; Grappling with tickets and developing a deep understanding of a customer’s problems and pain points Understanding customer future needs and developing layout plans to address them Identifying key staff in client companies to cultivate profitable relationships and at times acting as SPOC Resolving customer complaints quickly and effectively with SLA's Forwarding upselling and cross-selling opportunities to the sales team Promoting high-quality sales, supply and customer service processes Aiming to preserve customers and renew contracts and cutting down on churn and Approaching potential customers to establish relationships and working to gain a solid knowledge of competitors via battle cards. Show less



Freshworks

• United States
• Software Development
• 700 & Above Employee

• Field Marketing Strategist, India & APAC

  • Feb 2017 - Aug 2018

  Chennai Area, India I network with professionals and esteemed associations in the ecosystem to create meaningful partnerships. My ultimate goal is to the understand the pain points of the growing ecosystem thereby helping our product team enhance our existing suite of products and make them better for the growing mid market. My work involves: Interacting with prospective customer companies to gain an understanding of their business and the challenges they face (internally and externally)… Show more I network with professionals and esteemed associations in the ecosystem to create meaningful partnerships. My ultimate goal is to the understand the pain points of the growing ecosystem thereby helping our product team enhance our existing suite of products and make them better for the growing mid market. My work involves: Interacting with prospective customer companies to gain an understanding of their business and the challenges they face (internally and externally). Partnering with associations like IAMAI, NASSCOM, Gartner etc for events, conferences, and trade shows. Identifying potential leads and helping them enhance their productivity with Freshworks suite of products. Exploring opportunities to reach out to SMBs and mid-market firms and convey the value that could be delivered through Freshworks suite of products.

• Acquisition Marketer - U.K & APAC

  • Jul 2016 - Feb 2017

  Chennai Area, India I built and managed a conversion calendar that focussed on converting existing website traffic into leads for business. My responsibilities also included growing new leads, converting site traffic via calls to action, infographics, and bot workflows. I have managed to establish closed-loop analytics with sales in India and APAC and refined the process which helped to understand how our inbound marketing activity turns traffic into customers.