- Visual Arts & Design Thinking – Actively practice painting and Rangoli, cultivating a creative mindset, patience, and meticulous attention to detail — skills that translate directly into crafting thoughtful customer experiences and solution
ABIRAMY VINODH
Chennai
Summary
Customer Success Leader with over 17 years of experience in enhancing client satisfaction and managing high-value accounts. Demonstrated ability to drive sales growth and improve retention rates through effective onboarding and performance management. Skilled in developing scalable processes and KPIs that prioritize customer needs and advocate for their success.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Associate Director of Customer Success
Zuper
2023.12 - Current
- Spearheaded Customer Success strategy for multiple high-value accounts to drive product adoption and retention.
- Led cross-functional collaboration with Sales, Implementation, Product, and Support teams to enhance customer journey.
- Built and mentored a high-performing team of Customer Success Managers, focusing on account health and engagement.
- Implemented scalable processes and KPIs to align customer outcomes with business objectives.
- Acted as strategic advisor to customers, tailoring solutions to maximize platform value.
- Developed playbooks for customer lifecycle management, streamlining onboarding and training.
- Handled escalations and complex stakeholder relationships with strong communication and problem-solving skills.
- Contributed to product feedback loops, advocating for enhancements based on customer insights.
Senior Customer Success Manager
Zuper
2022.04 - 2023.12
- Led Customer Success Team to exceed retention and expansion targets.
- Implemented training programs that increased product adoption and customer satisfaction.
- Managed health scores, escalations, and marketing campaigns to enhance service delivery.
- Coordinated team meetings and review cycles to foster employee recognition and collaboration.
- Advocated for product enhancements based on direct customer feedback and insights.
- Developed comprehensive strategies that drove client retention and satisfaction improvements.
- Analyzed customer service metrics to identify trends, informing continuous improvement initiatives.
- Conducted onboarding processes for new clients, ensuring seamless integration with services.
Senior Customer Success Manager
Hippo Video
2020.12 - 2021.04
- Managed mid-market and SMB accounts in US and UK, executing onboarding and goal setting.
- Conducted client meetings and quarterly business reviews to identify expansion opportunities.
- Maximized solution utilization to achieve key milestones.
- Supported customers through implementation, adoption, renewal, and growth initiatives.
- Acted as customer advocate within organization by relaying customer needs and feedback.
- Monitored customer health scores, proactively addressing risks to minimize churn.
Senior Customer Success Manager
TargetBay
2020.02 - 2020.04
- Oversaw multiple projects generating over $1M in annual recurring revenue.
- Enhanced customer retention by 50% through effective advocacy programs.
- Implemented sales pipeline transparency and issue tracking to improve efficiency.
- Managed client onboarding processes, ensuring seamless transitions and satisfaction.
Customer Success Manager
TargetBay
2018.03 - 2020.01
- Facilitated onboarding, account assignment, review cycles, and product updates for SaaS e-commerce clients.
- Managed over 300 accounts, achieving maximum ROI through consistent client engagement.
- Cultivated strong client relationships to enhance customer satisfaction and retention rates.
- Collaborated with cross-functional teams to identify solutions that effectively addressed customer needs.
Senior Business Development Manager
Innoppl Technologies
2016.12 - 2018.03
- Identified emerging trends through market analysis to inform business development strategies.
- Developed new business opportunities by qualifying leads and delivering impactful sales presentations.
- Negotiated high-value contracts with clients, providing tailored solutions that addressed specific needs.
- Built and maintained prospect databases to enhance lead tracking and follow-up campaigns.
- Coordinated business development meetings with prospective clients to foster relationships and drive engagement.
Business Associate
Anantara Solutions
2015.12 - 2016.12
- Directed business development operations to drive revenue growth and market expansion.
- Calibrated team performance metrics to enhance productivity and efficiency.
- Engaged CXO-level executives to cultivate strategic partnerships.
- Sold Microsoft Dynamics, SAP, PEGA, and healthcare solutions across various sectors.
Business Development
EyeOpen Technologies
2013.07 - 2014.07
- Secured new clients, cultivated engagement strategies, and finalized partnerships.
Business Solution
Accel Frontline
2011.10 - 2012.12
- Acquired clients in multiple overseas markets to expand business reach.
- Delivered remote technical solutions, providing managed IT and ERP support.
- Analyzed client needs to develop comprehensive business solutions with customized strategies.
- Conducted market analysis to identify new opportunities and improve competitive positioning.
- Cultivated relationships with key clients, fostering loyalty and collaboration.
- Established revenue and growth through strategic business planning.
Business Development Manager
Teja Machinery Pvt Ltd
2006.11 - 2008.05
- Oversaw technical and administrative operations, resolving machinery automation challenges through PLC utilization.
Technical Support Executive
Sutherland Global Services
2005.02 - 2006.10
- Delivered remote technical support for US and UK clients, resolving hardware and software issues efficiently.
- Contributed to process improvements that enhanced service delivery.
- Assisted clients through various communication channels, effectively addressing inquiries and issues.
- Resolved technical inquiries promptly, ensuring minimal downtime for clients.
Trainee Engineer
Sharpline Group
2004.05 - 2005.01
- Commissioned machines, identified engineering solutions, and maintained project schedules.
Education
Bachelor of Engineering (B.E.) - Electrical & Electronics Engineering
Annamalai University
01.2004
Skills
- Customer success management
- Account management
- Team leadership
- KPI implementation
- Stakeholder relationship management
- Issue resolution
- Onboarding and training
- Cross-functional collaboration
- Process optimization
- Product advocacy
- Performance reviews
- Customer relationship management
- Strategic planning
- Team building
- Training development
- Problem solving
- Product knowledge
- Interpersonal skills
Certification
- Certified Scrum Product Owner (CSPO), Scrum Alliance
- Generative AI
- Product Led Generative AI
- Project Portfolio Management Foundation
- Prompt Engineering with AI
- Social Media Marketing Trends, LinkedIn
- Social Media Marketing (Facebook & Twitter), LinkedIn
- Email and Newsletter Marketing Foundations, LinkedIn
- Online Marketing Foundations, LinkedIn
Hobbies and interests
- Painting
- Rangoli
- Kdramas binge wathcing
- Shuttle & Carrom Board
Interests
Timeline
Associate Director of Customer Success
Zuper
2023.12 - Current
Senior Customer Success Manager
Zuper
2022.04 - 2023.12
Senior Customer Success Manager
Hippo Video
2020.12 - 2021.04
Senior Customer Success Manager
TargetBay
2020.02 - 2020.04
Customer Success Manager
TargetBay
2018.03 - 2020.01
Senior Business Development Manager
Innoppl Technologies
2016.12 - 2018.03
Business Associate
Anantara Solutions
2015.12 - 2016.12
Business Development
EyeOpen Technologies
2013.07 - 2014.07
Business Solution
Accel Frontline
2011.10 - 2012.12
Business Development Manager
Teja Machinery Pvt Ltd
2006.11 - 2008.05
Technical Support Executive
Sutherland Global Services
2005.02 - 2006.10
Trainee Engineer
Sharpline Group
2004.05 - 2005.01
Bachelor of Engineering (B.E.) - Electrical & Electronics Engineering
Annamalai University