Akanksha Singh

Key Metrics & Achievements

📌 Achieved 300%+ NRR by driving product adoption and expansion within key enterprise accounts.
📌 Reduced churn by 30% through proactive risk mitigation strategies and high-touch engagement.
📌 Led customer success initiatives that contributed to $300k in upsell/cross-sell revenue.
📌 Improved customer health scores by 30%, enhancing retention and advocacy.

Customer Relationship & Account Management

• Built and maintained strong C-level and executive relationships to drive strategic partnerships.
• Act as a trusted advisor to enterprise clients, ensuring alignment between customer goals and product capabilities.
• Lead Quarterly Business Reviews (QBRs)/EBRs to showcase business impact and drive long-term success.

Customer Retention & Growth (NRR & GRR)

• Reduce churn risk by proactively identifying at-risk accounts and implementing customer retention strategies
• Develop and execute customer success plans, ensuring continued product adoption and value realization.
• Drive Net Revenue Retention (NRR) & Gross Revenue Retention (GRR) by identifying expansion and upsell opportunities.
  

Product Adoption & Value Realization

• Collaborate with product teams to influence the roadmap based on customer feedback and business needs.
• Monitor product usage trends and adoption metrics to drive engagement and ensure ROI for customers.
• Guide customers through MongoDB best practices, enablement programs, and onboarding to accelerate time-to-value
  

Strategic Collaboration & Stakeholder Management

• Partner with Sales, Product, and Support teams to align customer strategies with business goals.
• Act as a voice of the customer, advocating for feature enhancements and influencing product development.
• Work closely with renewals teams to drive seamless contract renewals and identify new revenue opportunities.
  

Data-Driven Decision Making & Process Improvement

• Utilize customer health scores, NPS, and engagement metrics to proactively manage accounts.
• Implement scalable processes and playbooks for consistent customer engagement and retention.
• Leverage CRM tools (Salesforce, Gainsight, etc.) to track customer interactions and insights.

Risk Mitigation

• Evaluates and mitigates delayed/blocked customer go-live dates, documenting and escalating risks to C-level
• Builds mitigation plans, identifies portfolio trends in risks, and requests resources or process changes for mitigation

Technical Enablement

• Positions, recommends, and demos MongoDB products to drive specific onboarding and ongoing adoption goals
• Plans and leads technical enablement sessions for large groups, collaborating with product managers and engineers
• Uses advanced discovery and active listening to build trust, understand customer initiatives, and expedite decision-making

Internal Stakeholder relationship

• Raises Customer Success Qualified Leads (CSQLs), collaborating with sales, pre-sales, and engagement managers
• Organizes and leads account team meetings, collaborates with RDs and RVPs for enablement opportunities
• Builds cross-functional champions, maintains social contracts, and upholds the trust equation
• Onboards newly hired RDs to CS program and role, shares wins, learnings, and gives proactive recognition to peers

Road Map & Success Plan

• Knows future roadmap and SMEs, demonstrating advanced product knowledge for customer adoption
• Deeply understands customer use cases, application stacks, technical requirements, and business needs
• Stays familiar with current events, themes from earnings reports, and major company events
• Builds rapport with executives, decision-makers, and leaders, escalating issues internally when necessary

Key Metrics and Achievements.

📌 Scaled the Customer Success team from 4 to 9, improving retention and expansion revenue.

📌 Increased NRR by 125%, driving sustainable growth through proactive engagement.

📌 Reduced customer onboarding time by 15days, accelerating adoption and ROI realization.

📌 Boosted customer satisfaction (CSAT) by 50% through strategic engagement and process optimization.

📌 Helped the team reach collectively $200k in upsell/cross-sell revenue

Customer Success Strategy and Leadership.

• Define and execute the customer success vision, strategy, and operational framework for WebEngage.
• Build, mentor, and lead a high-performing Customer Success team to drive customer retention, and advocacy.
• Develop customer segmentation strategies to provide tailored engagement models for different account tiers.
• Establish customer health score metrics (NPS, CSAT, adoption rates, renewal probability, etc.). To track success.
• Collaborate cross-functionally with Sales, Marketing, Product, and Engineering to align customer goals with business outcomes.

Customer Onboarding and Adoption

• Design scalable onboarding frameworks to ensure smooth implementation and faster time-to-value (TTV).
• Oversee onboarding execution, ensuring alignment between customer business objectives and WebEngage's capabilities.
• Facilitate seamless integration with third-party platforms (Magento, Shopify, POS aggregators, CRMs, CDPs, etc.).
• Drive product adoption strategies, ensuring customers fully leverage WebEngage’s automation and engagement features.

Customer retention, expansion, and revenue growth:

• Develop and implement proactive retention strategies to reduce churn and improve renewal rates.
• Partner with Sales and Account Management teams to identify expansion opportunities (upsell/cross-sell).
• Conduct Quarterly Business Reviews (QBRs) and strategic meetings with key enterprise customers.
• Own the Net Revenue Retention (NRR) target, ensuring sustainable revenue growth through customer success initiatives.

Customer Advocacy and Experience Management

• Foster trusted advisor relationships with C-level executives and decision-makers across enterprise accounts.
• Champion customer advocacy programs, encouraging case studies, testimonials, and references.
• Collect and analyze customer feedback, ensuring key insights drive the product roadmap and service improvements.
• Ensure a seamless handoff between Sales, Customer Success, and Support teams for a consistent customer experience.

Process Optimization & Internal Collaboration

• Streamline customer success operations, implementing automation, and scalable processes.
• Work closely with Customer Support teams to reduce issue resolution time and enhance service quality.
• Optimize internal workflows, enhancing the efficiency of onboarding, adoption, and renewal processes.
• Leverage data-driven insights to forecast churn risks, track customer engagement, and refine success strategies.

🔹 Key Metrics & Achievements (Examples)

📌 Successfully developed and executed 250+ high-impact campaigns, increasing engagement by 102%.
📌 Optimized ad performance and placement, resulting in 45% uplift in CTR and 57% growth in revenue.
📌 Streamlined campaign development workflows, reducing launch time by 20 through automation and API integrations.
📌 Led 20+ successful A/B testing initiatives, improving conversion rates by 10%.

Campaign Strategy and Brand Positioning

• Develop creative concepts and campaign designs aligned with business goals and audience insights.
• Create and execute brand strategy for both organization-wide and campaign-specific initiatives.
• Establish creative direction across online and offline channels, ensuring brand consistency.
• Oversee the end-to-end campaign lifecycle, from conceptualization to execution and performance analysis.
• Collaborate with cross-functional teams (developers, designers, marketers) to deliver compelling campaigns.

Technical Implementation & Development

• Implement Taboola’s native advertising solutions, API integrations, and SDKs to optimize campaign performance.
• Hands-on experience in REST API integrations, enabling seamless data exchange between platforms.
• Proficient in MySQL database management, ensuring accurate campaign data tracking and insights.
• Utilize XML technologies (XML, XPath, XQuery) for web page mapping and content optimization.
• Expertise in mobile SDK implementations to enhance ad performance across devices.
• Familiarity with code versioning tools (Git) for managing campaign development and updates.

Quality Control & Performance Optimization

• Provide quality control and validation of creative concepts, ensuring high-impact campaign execution.
• Conduct A/B testing and performance analysis to optimize ad placements and engagement.
• Leverage data-driven insights to refine targeting strategies and increase ROI.
• Ensure campaigns meet industry standards, compliance regulations, and best practices.

Collaboration & Client Engagement

• Partner with internal teams and external stakeholders to align campaign objectives with business goals.
• Engage with clients to understand their advertising needs, branding requirements, and campaign goals.
• Provide consultative support, helping clients leverage Taboola’s solutions for maximum impact.
• Work closely with developers to ensure seamless technical integration and platform optimization.

• Analyzing business processes and information provided by customers
• Implement solutions based on design document
• End to End Implementation, development, and delivery of automation tasks for client
• MV-PAT is a software platform that provides support for network performance monitoring and detailed troubleshooting of the cellular network
• The tool performed pre-activation checks and found out the parameter discrepancies and corrected them as per default configuration
• It starts its tuning on newly integrated Node's and monitors performance for 3 days, in case of any major alarm/Hardware issue or any other reason causing degradation in cell performance
• Tested the radio performance for the newly integrated sites
• It is a multi vendor, multi technology and multi domain performance management tool
• Proposes of capacity and coverage Sites to Overcome Coverage Patches & filling Capacity areas
• Auditing of New Sites and Verifying Hardware, Tilt, Antenna height and Orientation, according to the Planning Database
• This tool also provides capability to generate historical trends and benchmark of KPI on different aggregation levels and a comprehensive range of data analysis