HubSpot
Abhinaba Chowdhury
Kolkata,WB
Summary
Customer Success Leader with nearly 5 years of experience across B2B SaaS, InsurTech, and Marketing domains. Proven track record in leading end-to-end customer lifecycle management, driving upsell revenue, and improving retention and satisfaction metrics across enterprise clients. Adept at working with cross-functional teams in fast-paced, high-impact environments.
Expert in tools such as HubSpot, Slack, Intercom, Coda, and Stripe, with experience driving performance through data-driven operations and client engagement strategies.
Guided by the 4 C’s of Customer Success — Clarity, Consistency, Customer Centricity, and Collaboration — to deliver measurable outcomes and long-term client value.
Overview
5
5
years of professional experience
Work History
Head of Customer Success
BotSpace
01.2024 - Current
- Lead Customer Success for BotSpace, a WhatsApp Business API platform, managing strategy, delivery, and operations.
- Drove a 35% increase in upsell revenue through lifecycle playbooks, success plans, and structured QBRs.
- Reduced churn by 24%, maintained a 91% CSAT, and consistently achieved an NPS of 60+ by enhancing onboarding and client engagement.
- Implemented scalable workflows, reducing manual effort by 40% using Coda and internal automation.
- Partnered with Product and Marketing to increase feature adoption and reduce support load.
- Utilized tools like HubSpot, Slack, Stripe, Backdoor, Coda, and Intercom to monitor KPIs and deliver a seamless customer experience.
Assistant Manager - Customer Success
Nova Benefits
12.2022 - 01.2024
- Supervised and upskilled a team of 15+ Customer Support Associates to meet service delivery goals.
- Handled high-value B2B health insurance claims and managed L2 escalations across multiple clients.
- Conducted performance reviews and audits to ensure service consistency and client satisfaction.
- Collaborated with cross-functional teams (Product, Claims, Endorsement) to drive end-to-end resolution and maintain a CSAT of 90%+.
Customer Support Associate
Nova Benefits
12.2021 - 12.2022
- Onboarded and trained new team members in process documentation and Customer Support tickets.
- Resolved client issues across email, call, and chat channels with a focus on first-contact resolution.
- Worked closely with internal teams to reduce turnaround time and improve client experience.
Operations Trainer
Teleperformance India - Flipkart
12.2020 - 11.2021
- Trained and mentored over 250+ support executives in Flipkart’s support process.
- Led quality analysis, communication workshops, and refresher sessions to improve KPIs.
- Maintained above 90% in CSAT and other KPI metrics.
Customer Care Executive
Teleperformance India - Flipkart
09.2020 - 11.2020
- Handled customer queries via calls and emails, maintaining a consistent 90% CSAT.
- Achieved team performance benchmarks (90+%) including audit scores and resolution rate.
Education
Bachelor of Commerce (Honors) - Accounting
University of Calcutta
Kolkata, India01-2022
Higher Secondary (ISC) - Commerce
National Gems Higher Secondary School
Kolkata, India01-2019
Matriculation (ICSE) - Commerce
National Gems Higher Secondary School
Kolkata, India01-2017
Skills
- Customer Success Strategy
- B2B Account Management
- Team Coaching & Leadership
- Lifecycle & Retention Planning
- Client Onboarding & Health Monitoring
- CRM, Analytics & Workflow Automation
- Communication & Cross-functional Collaboration
- WhatsApp and Email Marketing
Software
Zoho
Salesforce
MS Office Suite
Google Suite
Meta Business Suite
Coda
Backdoor
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Bengali
Bilingual or Proficient (C2)
Timeline
Head of Customer Success
BotSpace
01.2024 - Current
Assistant Manager - Customer Success
Nova Benefits
12.2022 - 01.2024
Customer Support Associate
Nova Benefits
12.2021 - 12.2022
Operations Trainer
Teleperformance India - Flipkart
12.2020 - 11.2021
Customer Care Executive
Teleperformance India - Flipkart
09.2020 - 11.2020
Bachelor of Commerce (Honors) - Accounting
University of Calcutta
Higher Secondary (ISC) - Commerce
National Gems Higher Secondary School
Matriculation (ICSE) - Commerce
National Gems Higher Secondary School
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