Abhigyan Baruah
Lead - Customer Success Manager
Bengaluru
Summary
Dynamic Customer Success Lead with over 6 years of expertise in SaaS and B2B platforms, adept at managing diverse global SMB and mid-market customer portfolios across APAC, Southeast Asia, EMEA, and North America. Proven track record in driving revenue growth and enhancing Net Revenue Retention rates of 110% to 120%, while effectively reducing churn and scaling Customer Success operations. Skilled in customer lifecycle management, CRM platforms, account expansions, and data-driven engagement strategies. Recognized for leveraging AI, automation, and advanced Customer Success operations tools to elevate customer adoption, retention, and overall operational efficiency.
Overview
8
8
years of professional experience
2
2
Languages
Work History
Customer Success Lead
Signeasy
04.2025 - Current
- Leading a team of 4 Customer Success Managers, overseeing a strategic portfolio of SMB and enterprise SaaS and API customers across multiple geographies.
- Managing a ~$1.6M ARR portfolio across SMB and mid-market accounts in APAC, South East Asia, EMEA, and North America while leading a team overseeing 250+ customers with total revenue ownership of ~$4.2M ARR.
- Drove ~$480K in expansion revenue in 2025 through proactive engagement, use-case discovery, and value realization, taking ownership of customer growth post-sales.
- Maintaining >85% Logo Retention and 110–120% Net Revenue Retention (NRR) across the portfolio by identifying churn risks and implementing proactive retention strategies.
- Owning the end-to-end customer lifecycle as the primary point of contact for accounts, driving onboarding, product adoption, retention, expansion, and customer advocacy for both SMB and mid-market segments.
- Conducting Executive Business Reviews (EBRs/QBRs) and strategic account reviews with marketing and product team stakeholders to align product value with customer business objectives.
- Collaborating with product, engineering, sales, marketing, BI, support, and finance teams to deliver customer insights into impactful product outcomes and foster stronger customer relationships.
- Leading the Customer Success Ops and leveraging AI along with tools like ChurnZero, Snowflake, HubSpot, Chargebee, Mixpanel, Claude, and Metabase to uncover customer usage insights that drive adoption and retention.
- Developing a Customer Workflow Analyzer for internal CS and Sales team that converts any discovery call insights into visual workflow diagrams, enabling faster validation of current vs. the desired workflows the customers want to achieve using the product.
- Built an internal AI-powered Customer Success assistant bot with Claude, integrating HubSpot, Granola, Gmail, and Slack to provide relevant customer insights and pre-meeting briefings based on historic conversation timestamps.
- Created an AI-powered demo document generator that automatically produces industry-specific sample contracts and documents to support personalized product demos and onboarding walkthroughs.
- Leading bi-weekly Customer Success team syncs and weekly 1:1s with CSMs to keep track of customers’ health, feedback, and emerging priorities.
- Presenting strategic customer insights and performance metrics to C-level executives, championing the product as an evangelist, influencing organizational priorities, and developing the future product roadmap.
- Spearheading key initiatives, including VOC trend reporting, customer participation in company-wide town halls, and bi-weekly success story showcases to amplify the customers’ voice across the organization.
Senior Customer Success Manager
Signeasy
08.2022 - 03.2025
- Managed a global portfolio of enterprise SaaS and API customers generating $1.2M ARR across 150+ countries, serving as the primary point of contact for account growth and retention.
- Drove $350K+ expansion revenue in 2023, achieving >90% Logo Retention and 110–120% Net Revenue Retention.
- Delivered Quarterly Business Reviews (QBRs) and strategic check-ins, advising clients on the most effective ways to leverage the platform to meet their business goals.
- Identified churn risks using customer health metrics and usage analytics, implementing proactive retention strategies.
- Published 20+ enterprise customer case studies and managed 100+ G2 and Capterra reviews, championing the product and strengthening brand credibility.
Customer Success Manager – SaaS & API
Signeasy
01.2022 - 08.2022
- Promoted to manage both SaaS and API customer portfolios, expanding technical account management and customer success capabilities.
- Led API onboarding and implementation projects, coordinating with engineering and support teams to ensure smooth integrations and understand customer requirements.
Customer Success Manager – SaaS
Signeasy
06.2020 - 12.2021
- Managed 200+ SMB and mid-market SaaS accounts with ACV below $10K, maintaining >92% Logo Retention and 115% Net Revenue Retention.
- Implemented customer health scoring models and proactive engagement playbooks to reduce churn and improve renewals.
Customer Success Manager
Outsell
08.2018 - 06.2020
- Managed customer success initiatives for B2B clients across Automotive Components, Medical Devices, and Building Materials industries.
- Developed onboarding programs, adoption campaigns, and engagement strategies supporting 25,000+ users.
Education
Bachelor of Technology (B.Tech) - Civil Engineering
Tezpur Central University
01-2016
Higher Secondary & Schooling - undefined
Shrimanta Shankar Academy
01-2012
Skills
Customer Success Strategy
Customer Lifecycle Management
Churn Reduction
Account Management (Expansion: Upsell, Cross-sell, Referral, Partnerships)
Customer Onboarding and Implementation
Customer Adoption
Customer Relationship Management
Customer Success Operations
AI & Automation in Customer Success
Timeline
Customer Success Lead
Signeasy
04.2025 - Current
Senior Customer Success Manager
Signeasy
08.2022 - 03.2025
Customer Success Manager – SaaS & API
Signeasy
01.2022 - 08.2022
Customer Success Manager – SaaS
Signeasy
06.2020 - 12.2021
Customer Success Manager
Outsell
08.2018 - 06.2020
Higher Secondary & Schooling - undefined
Shrimanta Shankar Academy
Bachelor of Technology (B.Tech) - Civil Engineering
Tezpur Central University
AWARDS & RECOGNITIONS
- Customer Success Leadership Award – Signeasy (Promotion to Lead Role) April 2025
- Runners-up – AI Hackathon 2025
- SPIFF Achievement – Exceeded $120K Expansion Revenue Q4 2025
- Performer of the Quarter – Signeasy, Q4 2025
- Going the Extra Mile (GEM) Award – Q2 2025