Aaina Aggarwal
Senior Customer Success Manager
Bengaluru
Summary
Experienced Senior Customer Success Manager with over 9 years in the tech industry, specializing in driving customer engagement, retention, and successful cloud migration. Skilled at guiding businesses through the transition from AWS, GCP, Linode, and Vultr to DigitalOcean, effectively highlighting the advantages in terms of cost, performance, and scalability. Proven track record in mentoring teams, resolving complex challenges, and spearheading strategic growth initiatives. Passionate about leadership, operational efficiency, and implementing customer success strategies that drive transformative results for businesses.
Overview
10
10
years of professional experience
Work History
Senior Customer Success Manager
DigitalOcean
09.2020 - Current
- Managed a portfolio of ~60 accounts in the APAC and EMEA markets, driving customer success for $3M in ARR by fostering strategic relationships and ensuring businesses maximize value from DigitalOcean's cloud solutions
- Proactively engaged with customers evaluating AWS, GCP, Linode, and Vultr, identifying key pain points and positioning DigitalOcean as the superior choice through personalized migration roadmaps and cost-benefit analyses
- Led high-touch consultative engagements, educating customers on how DigitalOcean's Managed Services-including Databases, Kubernetes, and Compute solutions-could solve their challenges in cost optimization, scalability, and operational simplicity
- Overcame objections and hesitations by demonstrating real-world use cases, facilitating pilot projects, and showcasing hands-on support to ensure smooth migrations
- Built deep trust with stakeholders, ensuring they felt heard and valued throughout the migration journey, leading to long-term customer advocacy and retention
- Worked cross-functionally with product, engineering, and support teams to remove friction in onboarding, streamline technical support, and ensure customers had an exceptional experience post-migration
- Represented DigitalOcean at global conferences in the Philippines, London, Thailand, and Singapore, leveraging these opportunities to educate prospects, strengthen relationships, and accelerate product adoption
- Developed strategic success plans, resulting in a 30% increase in product usage among key accounts by proactively guiding them toward best practices and advanced product features
- Conducted quarterly business reviews, uncovering growth opportunities and helping drive expansion revenue through upsells, cross-sells, and deepened engagement
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
Customer Success Manager
Repup
09.2018 - 08.2020
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
Client Specialist
Maropost
04.2017 - 04.2018
- Coordinated client onboarding processes, ensuring smooth transitions and minimizing disruptions.
- Conducted regular follow-ups with clients to maintain communication and ensure their needs were met.
- Analyzed client feedback data to identify areas for improvement, implementing changes as needed to enhance service quality.
Product Support Specialist (International)
Practo (Healthcare Company)
03.2015 - 04.2017
- Developed policies and reports to enhance software efficiency and user experience.
- Developed expertise in multiple products within the company portfolio, becoming a go-to resource for colleagues seeking guidance on specific features or functionalities.
- Collaborated with cross-functional teams to address complex customer issues, ensuring seamless resolution.
Education
Bachelor of Science - Computer Science
Punjab Technical University
Mohali, India 04.2001 -
Skills
Strategic Account Management
Accomplishments
- Led strategic customer success initiatives, increasing renewals and expansion revenue.
- Improved customer retention through automated success playbooks and proactive engagement strategies.
- Recognized for exceptional customer advocacy and high-impact relationship management a couple of times with awards like: Customer First Award, Lantern Shark Award, Rising Star.
- Acted as an SME to help define processes for Global Customer Success teams.
Timeline
Senior Customer Success Manager
DigitalOcean
09.2020 - Current
Customer Success Manager
Repup
09.2018 - 08.2020
Client Specialist
Maropost
04.2017 - 04.2018
Product Support Specialist (International)
Practo (Healthcare Company)
03.2015 - 04.2017
Bachelor of Science - Computer Science
Punjab Technical University
04.2001 -
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