ABHIJEET MITRA

Driving enterprise growth and retention across a $1.4M ARR portfolio through data-driven customer success strategies.

• Managed a portfolio of 64 Enterprise SaaS accounts across the US and Europe with a total book value of $1.4M ARR, acting as a Customer Success Manager (CSM) and trusted advisor for strategic account management and growth.
• Consistently exceeded revenue targets and quota attainment, achieving 120% in the last quarter and 110% in the previous quarter, driving account expansion, upsell, and cross-sell revenue.
• Delivered exceptional customer retention and churn reduction, achieving 98% retention and 100% retention across consecutive quarters through proactive customer lifecycle management and risk mitigation strategies.
• Executed 100% Quarterly Business Reviews (QBRs), leveraging data-driven insights, KPI tracking, and stakeholder management to align on customer success plans and business outcomes.
• Drove product adoption, customer engagement, and customer experience (CX) by analyzing product usage data, VoC (Voice of Customer), and feedback loops, while collaborating cross-functionally with Product, Sales, and Support teams to influence product roadmap and enhancements.
• Maintained 100% CRM data hygiene and pipeline accuracy, while leading onboarding, training, and mentoring for 2–3 new hires, including account shadowing and enablement to accelerate ramp-up and performance.

Accelerated adoption and retention for SMB and mid-market clients through structured onboarding and data-led engagement.

• Managed a portfolio of 45 mid-market and SMB SaaS clients, driving customer lifecycle management, product adoption, and CSAT improvement in the HR Tech ecosystem.
• Led end-to-end onboarding and success planning, ensuring seamless implementation and faster time-to-value (TTV) for new accounts.
• Conducted data-driven QBRs/EBRs, utilizing usage analytics and KPIs to demonstrate ROI and strengthen stakeholder engagement.
• Identified upsell and expansion opportunities through customer usage insights and business alignment, contributing to revenue growth.
• Partnered with Product, Sales, and Support teams to resolve challenges, improve customer experience (CX), and optimize post-sales processes.
• Increased platform adoption by 35% for a key client and retained at-risk accounts using customer health scoring and early warning systems, while building high-trust relationships within 90 days.

Drove retention, expansion, and executive alignment across enterprise accounts using data-backed customer success frameworks.

• Managed 35 mid-market & enterprise accounts ($1M ARR), owning adoption, retention, and lifecycle strategy.
• Increased NRR to 115%+ via upsell/cross-sell and strategic account expansion initiatives.
• Achieved 95%+ retention by leveraging customer health scores, usage analytics, and proactive risk mitigation.
• Delivered executive-level QBRs/EBRs, showcasing ROI, adoption metrics, and business impact.
• Led training & enablement programs, driving 30–40% increase in feature adoption and engagement.
• Partnered cross-functionally to improve CX, VoC loops, and onboarding, reducing churn to .

Drove customer retention and satisfaction through structured lifecycle management and data-led feedback initiatives.

• Managed end-to-end customer lifecycle (onboarding to renewals), ensuring alignment with client objectives, timelines, and success outcomes.
• Conducted Strategic Business Reviews (QBRs/EBRs), leveraging customer data and lifecycle insights to demonstrate ROI, track milestones, and identify growth opportunities.
• Designed and executed tailored customer success plans, focusing on retention, product adoption, and operational efficiency.
• Collaborated cross-functionally with Marketing and Customer Success teams to drive customer surveys, feedback programs (VoC), and case study development.
• Leveraged customer feedback and engagement data to optimize customer experience (CX) and improve service delivery frameworks.
• Increased retention by 26% and improved CSAT scores by 41% by implementing structured feedback loops, process optimization, and proactive engagement strategies.

• Guided first-time users through seamless onboarding processes, driving customer adoption and satisfaction.

• Executed upselling and cross-selling strategies, contributing to a 50% revenue increase.

• Partnered with internal teams to enhance products through customer insights and feedback loops.

• Focused on increasing profitability, deepening client relationships, and driving long-term loyalty

• Served as the primary contact for onboarding, training, and post-implementation support for a portfolio worth $350K ARR in the EMEA region.

• Delivered ROI-focused insights to clients, improving product adoption and advocacy.

• Developed success KPIs and scaled the success team from 4 to 24 members, collaborating with leadership.

Key Achievements:

• Maintained a net retention rate of 92% by optimizing success

strategies

• Owned the overall relationship with assigned clients, ensuring adoption, retention, and satisfaction.
• Piloted partner-focused EBRs and revamped success playbooks for enhanced Partner Success.
• Coordinated quality standards to ensure smooth onboarding for high-value customers.

Key Achievements:

• Maintained a 100% quarterly retention rate by fostering strong customer relationships.
  

• Perform appropriate checks against incoming Corporate Applications ensuring that AXP meets its regulatory, fraud, risk, AML, and due diligence requirements
• Ensure established compliance measures are met when completing set up and maintenance of accounts.
• Liaison with internal Business Partners with relation to any erroneous or incomplete set ups received.
• Maintain acceptable performance standards, including effectiveness, efficiency, and quality.