Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Abhilash Srivastava

Abhilash Srivastava

Customer Success Professional
Gurgaon

Summary

Strategic and customer-obsessed Customer Success Manager with over 8 years of global experience driving customer value, retention, and growth across B2B SaaS, CPaaS, and HR Tech platforms. Proven track record in managing enterprise clients, value-based selling, and building long-term partnerships across APAC, EMEA, and Africa. Adept at leading remote-first teams, product feedback loops, and scaling CS operations in fast-growth environments. Deep understanding of quota attainment, and account planning disciplines.

Overview

8
8
years of professional experience
5
5
years of post-secondary education

Work History

Customer Success Lead

Trustana
03.2025 - Current
  • Company Overview: A seed-stage B2B SaaS startup building data and workflow solutions for retail distributors and manufacturers. The company is in the early go-to-market phase, actively signing its first set of enterprise contracts.
  • Established and scaled Customer Success operations for a seed-stage SaaS platform in B2B retail data management.
  • Owned client lifecycle post-sales: onboarding, engagement, support, and renewals.
  • Designed playbooks to improve onboarding efficiency, client health monitoring, and Net Revenue Retention (NRR).
  • Led strategic business reviews to align platform usage with customer KPIs and success metrics.
  • Collaborated with Product and GTM teams to define customer feedback loops and roadmap priorities.
  • A seed-stage B2B SaaS startup building data and workflow solutions for retail distributors and manufacturers. The company is in the early go-to-market phase, actively signing its first set of enterprise contracts.

Customer Success Manager

Affle India Limited
05.2022 - 02.2025
  • Company Overview: Affle India is a global technology company with a proprietary consumer intelligence platform that drives customer acquisitions, engagement, and transactions through relevant mobile advertising.
  • Managed a portfolio of enterprise clients across APAC and MEA, maintaining ARR of $400K+.
  • Conducted onboarding, training, and regular QBRs, ensuring full platform adoption and retention.
  • Built client insights dashboards; drove upsell and cross-sell initiatives by identifying product gaps.
  • Resolved complex escalations and collaborated with internal stakeholders including Product, Support & Meta partners.
  • Developed customer success programs to reduce churn and increase customer advocacy.
  • Affle India is a global technology company with a proprietary consumer intelligence platform that drives customer acquisitions, engagement, and transactions through relevant mobile advertising.

Lead – Customer Success

Goodera
08.2018 - 05.2022
  • Company Overview: Goodera is a global SaaS platform that enables enterprises to measure, manage, and report their ESG and CSR initiatives. With a presence across geographies, Goodera helps businesses scale their social impact programs while driving employee engagement.
  • Managed 20+ global enterprise SaaS clients, building long-term partnerships through continuous engagement and issue resolution tailored to each account.
  • Led a team of four CSMs, optimized retention metrics, and developed processes to track customer health and lifecycle engagement.
  • Bridged internal and external communication, relaying customer insights across Sales, Product, Marketing, and Tech to drive feature alignment and product fit.
  • Delivered customer education programs to improve product adoption across varying technical backgrounds and industries.
  • Defined and prioritized product feedback and trends, contributing to a 10x boost in user retention, acquisition, and platform usage.
  • Spearheaded retention strategies that maximized both short- and long-term revenue growth, with high ROI for customers and internal stakeholders.
  • Goodera is a global SaaS platform that enables enterprises to measure, manage, and report their ESG and CSR initiatives. With a presence across geographies, Goodera helps businesses scale their social impact programs while driving employee engagement.

Senior Executive

MediaAgility
02.2017 - 06.2018
  • Company Overview: MediaAgility is a digital consultancy that empowers organizations through cloud, data, and AI-driven transformations.
  • Managed end-to-end delivery for client-facing activations.
  • Acted as a bridge between clients and internal stakeholders, aligning campaign goals with business outcomes and executive expectations.
  • Identified client needs across industries and tailored event experiences to support customer acquisition, product messaging, and brand trust.
  • Partnered with C-suite executives and cross-functional teams to deliver insights-driven experiences that influenced buyer decisions.
  • Shifted from tactical event management to strategic customer engagement, ensuring every activity drove value and deeper partnerships.
  • MediaAgility is a digital consultancy that empowers organizations through cloud, data, and AI-driven transformations.

Education

MBA -

NMIMS
01.2020 - 01.2022

BBA - IB

Amity University
01.2014 - 01.2017

Skills

  • Customer Lifecycle Management

  • Account Management

  • Strategic Business Reviews

  • SaaS Customer Success

  • Stakeholder Management

  • Product Adoption

  • Revenue Expansion

  • Escalation Management

  • Cross-Functional Collaboration

  • CRM & Analytics (Salesforce, Gainsight)

  • Customer Onboarding & Training

  • Retention Strategies

  • Customer Journey Mapping

Websites

Timeline

Customer Success Lead

Trustana
03.2025 - Current

Customer Success Manager

Affle India Limited
05.2022 - 02.2025

MBA -

NMIMS
01.2020 - 01.2022

Lead – Customer Success

Goodera
08.2018 - 05.2022

Senior Executive

MediaAgility
02.2017 - 06.2018

BBA - IB

Amity University
01.2014 - 01.2017

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Abhilash SrivastavaCustomer Success Professional