Akshay Ghormade
Pune
Summary
Manages post-onboarding client relationships to drive product adoption, strengthen retention, and reduce churn. Delivers renewals, expansion opportunities, and customer success plans that increase value realisation and revenue growth. Resolves escalations and partners with Product, Support, and Sales to improve the customer experience.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Customer Success Manager
Graphy
Pune
08.2025 - Current
- Owned and managed post-onboarding customer relationships, serving as the primary point of contact to ensure seamless engagement and long-term success.
- Drove product adoption by understanding customer objectives and aligning platform capabilities to support successful usage and value realisation.
- Supported customers through implementation, adoption, renewal and growth to drive long-term success and value.
- Became customers trusted advisor by driving adoption of company products with focus on achieving desired business outcomes.
- Managed service escalation by identifying issues, containing impact on clients and addressing issues until brought to resolution.
- Developed and executed tailored customer success plans to maximise customer outcomes and ROI.
- Identified and pursued upsell and cross-sell opportunities within existing accounts to drive revenue growth.
- Resolved customer escalations using a solution-oriented approach, ensuring high levels of satisfaction and trust.
- Collaborated cross-functionally with Product, Support, and internal teams to communicate customer feedback and enhance the overall customer experience.
Customer Success Manager
APPX
Pune
12.2022 - 07.2025
- Communicated with 7 departments, including service, growth, product, UI/UX, sales, marketing, and onboarding teams.
- Account managing over 658 customers, developing new business ideas, and generating new opportunities for business growth.
- Mediates between clients and companies, addresses their needs, helps them achieve their targets, and increases the rate of active customers.
- Onboarding new customers, providing ongoing training and support, understanding their needs and expectations, and delivering customised products.
- Ensuring smooth UI/UX design implementation and satisfaction for their applications and websites.
- Client engagement, building relationships with clients, and increasing customer renewal rates through proactive engagement and value-driven business reviews.
- Identified upsell opportunities and an increase in expansion revenue.
- Project management, team management, marketing, and revenue generation.
- Managed a portfolio of key accounts, fostering relationships and promoting upselling opportunities.
- Advised business clients on best mix of products for maximum sales and consumer engagement.
Key Account Manager
Teachmint
08.2021 - 12.2022
- Maintain deep relationship with key client stakeholders pan India.
- Achieve team target and Effectively Manage Sales funnel and lead to conversions.
- Devise and execute strategy for overall business development area wise.
- Onboarding new clients and work with key accounts to identify customer requirements.
- Ensure resolve any issues and problems faced by customers and provide services.
- Working with Sales, Marketing and Product team to ensure clients need are met.
- Prepare regular report of progress and forecasts to internal and external stakeholders using key account metrics.
- Keep track city and area wise account satisfaction and reporting status to the organizations, Define KPIs for the team and build the ecosystem to drive achievement.
BDM & Account Management | Team Lead
TOPPR
09.2020 - 08.2021
- Excellent experience in B2B and B2C Sales, setting up meetings with prospects and clients.
- Client interaction.
- Analysis and boost team revenue.
- Team Management.
- Training to Prospect and retain Clients.
- To Achieve Budgeted targets in terms of number of Clients of business & assets.
- To ensure a one-point relationship customer.
- To handle Customer complaints and coordinate with support team to resolve issue.
- Prepare the MIS report in the specified formats.
- Keep track of competitor activities and analyzing market trends.
Key Account Manager
ONESANI
05.2020 - 09.2020
- Collaborated with internal teams and suppliers to evaluate costs against expected market price points and set structures to achieve profit targets.
- Identified and hired exceptional candidates to fill key sales roles and strengthen revenue development.
- Assisted sales team with completing customer transactions and managing issues.
- Trained new associates in successful sales and performance strategies.
- Coordinated office operations and kept store in compliance with company standards.
- Collaborated cross-functionally with product development and production teams to improve designs and reduce costs.
Senior Sales Operations Executive
RETAILIO
Mumbai
09.2018 - 05.2020
- Strategically coordinated operations according to objectives and capabilities, effectively allocating resources to meet demands.
- Applied performance data to evaluate and improve operations, target current business conditions, and forecast needs.
- Established clear management goals and devised systems to track results for effective decision making.
- Applied excellent problem-solving, process development and strategic implementation skills to lead and support all areas of operations.
- Oversaw and improved medicine deliveries worth over 100cr per year through efficient coordination of daily operations.
- Optimized integration of promotional plans with business development and leadership strategies through Add Campaign, flash Sales.
- Managed cross-functional collaboration to drive team engagement and keep members on course to achieve demanding company target.
- Mumbai
Education
Course - DIGITAL MARKETING
Ram Meghe Collage of Engineering
AmravatiSkills
- B2B SaaS product expertise
- Operations management
- Team management
- Client relationship management
- Onboarding processes
- Cross-functional collaboration
- Problem solving
- Client relationship building
- Solution-Focused mindset
Certification
- [Area of certification] certified
Timeline
Customer Success Manager
Graphy
08.2025 - Current
Customer Success Manager
APPX
12.2022 - 07.2025
Key Account Manager
Teachmint
08.2021 - 12.2022
BDM & Account Management | Team Lead
TOPPR
09.2020 - 08.2021
Key Account Manager
ONESANI
05.2020 - 09.2020
Senior Sales Operations Executive
RETAILIO
09.2018 - 05.2020
Course - DIGITAL MARKETING
Ram Meghe Collage of Engineering