Aaina Aggarwal
Senior Customer Success Manager
Bengaluru
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
10
years of professional experience
4
4
years of post-secondary education
1
1
Certificate
Work History
Senior Customer Success Manager
DigitalOcean
09.2020 - 03.2025
- Managed a portfolio of ~60 accounts across APAC and EMEA, driving 95%+ customer satisfaction and influencing $3M+ in ARR by building strategic relationships and ensuring optimal adoption of DigitalOcean’s cloud solutions.
- Converted 70% of prospects evaluating AWS, GCP, Linode, and Vultr by addressing pain points and offering tailored migration roadmaps with up to 40% in projected cost savings using DigitalOcean.
- Led consultative engagements for high-potential accounts, resulting in a 50% uplift in adoption of Managed Services (Databases, Kubernetes, Compute) by demonstrating measurable value in scalability and operational simplicity.
- Enabled seamless migrations through pilot projects and hands-on support, helping reduce churn risk by 35% for hesitant or skeptical accounts.
- Strengthened stakeholder trust and engagement, contributing to a 25% increase in NPS and driving long-term customer advocacy.
- Collaborated cross-functionally with product, engineering, and support to resolve onboarding bottlenecks, decreasing time-to-value by 30% for new customers.
- Represented DigitalOcean at 5+ major conferences across the Philippines, London, Thailand, and Singapore, contributing to a 20% increase in regional lead generation and product adoption.
- Developed tailored success plans, leading to a 30% boost in product usage across key accounts by proactively guiding customers toward advanced features and best practices.
- Conducted data-driven QBRs that uncovered upsell/cross-sell opportunities, helping generate an average of 15–20% expansion revenue across mature accounts.
- Mentored and onboarded new Customer Success Managers, improving ramp-up speed by 40% through personalized coaching and knowledge-sharing.
Customer Success Manager
Xperium by 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.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
Client Specialist
Maropost
Chandigarh
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.
- Acted as liaison between company's technical staff and clients by translating complex product/service specifications into easily digestible formats for non-expert audiences to comprehend during sales pitches or consultation sessions.
- Maintained detailed records of all client interactions in Gainsight , transactions, and correspondence, ensuring easy retrieval of information when needed and promoting transparency in communication across the team.
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.
- Optimized workflows by identifying areas for improvement in existing processes and implementing changes accordingly.
- Managed a high volume of support tickets, maintaining a consistent record of prompt resolution times.
Education
Bachelor of Science - Computer Science
Punjab Technical University
Mohali, India 07.2011 - 07.2015
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.
Certification
AWS Certified Cloud Practitioner
Timeline
AWS Certified Cloud Practitioner
05-2025
Senior Customer Success Manager
DigitalOcean
09.2020 - 03.2025
Customer Success Manager
Xperium by 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
07.2011 - 07.2015
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