Hi, I’m
Aaina Aggarwal
Senior Customer Success Manager
Bangalore
Summary
Senior Customer Success Manager | 10 Years in Customer Experience | AWS Certified Cloud Practitioner | Strong leader and problem-solver dedicated to streamlining operations | Uses independent decision making skills and sound judgment to positively impact company success
Overview
10
years of professional experience
4
years of post-secondary education
1
Certificate
Work History
DigitalOceanBengaluru
Growth Account Manager
02.2025 - 04.2025
Job overview
- Drive growth by leveraging data insights and experimentation to prioritize high-impact opportunities.
- Use analytics to track KPIs, understand user behavior, and inform targeted engagement strategies.
- Collaborate with engineering, product, design, and marketing teams to execute growth initiatives.
- Lead revenue and strategic success for 50+ Logos as the category’s primary business owner.
- Ensure local relevance of growth efforts by understanding regional market dynamics.
- Align with global teams to maintain consistency while adapting strategies to regional needs.
DigitalOceanBengaluru
Team Leader - CRM Operations
09.2023 - 01.2025
Job overview
- Managed a portfolio of ~60 accounts in the APAC and EMEA markets, driving customer success for $18M 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.
- Implemented structured feedback loops, collecting valuable insights from migrating customers, leading to enhanced product development and improved customer satisfaction scores.
- 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.
DigitalOceanBengaluru
Customer Success Manager
12.2021 - 08.2023
Job overview
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Managed a portfolio of key 200+ accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
DigitalOceanBengaluru
Subject Matter Expert
01.2021 - 12.2022
Job overview
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
DigitalOceanBengaluru
Associate Customer Success Manager
09.2020 - 11.2021
Job overview
- Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Managed a portfolio of key 200+ accounts, maintaining strong relationships and ensuring high levels of satisfaction.
DigitalOceanBengaluru
Customer Onboarding Manager
01.2021 - 09.2021
Job overview
- Led and scaled the onboarding process for 2,000+ customer accounts across EMEA, APAC, and AMER, driving early product adoption, engagement, and long-term success.
- Designed & Executed Scalable Onboarding Workflows: Built end-to-end onboarding journeys tailored to customer segments, combining automation and high-touch guidance. Resulted in a 30% faster time-to-value for new customers.
- Owned Global Engagement Campaigns: Created and launched targeted email sequences and educational touchpoints, improving onboarding email open rates by 40% and increasing early feature adoption by 25%.
- Tracked and Optimized Onboarding Engagements: Analyzed customer behavior during onboarding to identify friction points. Implemented adjustments that led to a 15% reduction in early churn.
- Turned Onboarding into a Feedback Engine: Captured qualitative feedback from onboarding interactions and engagements, contributing to multiple product enhancements and influencing roadmap decisions.
- Cross-Regional Execution: Successfully managed onboarding for customers across three global regions (EMEA, APAC, AMER), adapting communication styles and timelines to ensure local relevance and impact.
- Collaborated Cross-Functionally: Worked with Product, Success, and Sales teams to ensure a seamless handover, context sharing, and aligned onboarding experience.
RepupGurgaon
Customer Success Manager
09.2018 - 08.2020
Maropost
Client Specialist
04.2017 - 03.2018
Practo TechnologiesBengaluru
Product Specialist
03.2015 - 03.2017
Education
Punjab Technical UniversityChandigarh
Bachelor of Science from Computer Science
06.2011 - 06.2015
Skills
Strategic Account Management
Teamwork and collaboration
Data-driven Decision Making
Relationship Building & Stakeholder Management
Renewals & Negotiations
Strategic planning
Market forecasting
Business process optimization
Certification
AWS Certified Cloud Practitioner