Summary
Overview
Work History
Education
Skills
Tools Used
Certification
Timeline
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Anand Gaud

Anand Gaud

Customer Success Manager
Pune

Summary

Customer Success professional with 9+ years of experience, including 8 years in SaaS and enterprise account management. Proven expertise in managing Tier 1 clients, driving product adoption, renewals, and expansion. Skilled in building CS processes from the ground up—account planning, ticket workflows, NPS, onboarding, and knowledge base creation. Strong understanding of client lifecycle management and experience collaborating cross-functionally to deliver business outcomes. Known for building long-term relationships, mitigating churn, and maximizing platform value for customers.

Overview

9
9
years of professional experience
1
1
Certification
3
3
Languages

Work History

Client Success Manager

DiligenceVault
04.2021 - Current
  • Onboarding enterprise clients: Help clients with the platform setup and customization as per their business requirements.
  • Implementation support: Ensure the platform is configured correctly to meet clients' goals.
  • Developing success plans: Create detailed plans outlining clients' critical success factors, metrics, potential challenges, and strategic recommendations.
  • Driving product adoption: Ensure optimal product usage and lead the introduction of new features, including analysis, documentation, and impact assessments to improve results.
  • Establishing trusted adviser relationship: Build strong, trust-based relationships to ensure ongoing customer satisfaction.
  • Escalation management: Handle customer escalations, focusing on creating positive experiences and advocacy to drive renewals.
  • Continuous communication: Maintain regular touchpoints with clients (weekly, monthly, quarterly) to ensure retention and address concerns proactively.
  • Customer feedback loop: Gather client feedback continuously to inform product improvements.
  • User training: Conduct ongoing training and webinars to enhance users' understanding of the platform.
  • Internal training: Train new hires on the product and internal processes to get them up to speed.
  • Liaising with cross-functional teams: Collaborate with sales, marketing, and the product team to ensure client feedback is integrated and improvements are made.
  • Product roadmap planning: Work closely with the product team to develop and strategize the product roadmap based on client feedback and business needs.

Customer Success Lead

Sell.Do
07.2017 - 04.2021
  • Managing the onboarding process for enterprise clients and overseeing mid-size projects.
  • Monitoring Product Adoption, Relationship, Service, and Financial Health Scores, and implementing action plans to prevent churn.
  • Crafting success plans for customers, outlining their critical success factors, success metrics, potential issues, and providing actionable recommendations.
  • Conducting monthly client health score assessments and implementing tailored action plans.
  • Leading new feature analysis, documentation, impact assessment, and results improvement.
  • Scheduling meetings with stakeholders and teams to finalize timelines and milestones for product enhancements.
  • Monitoring critical feature User Acceptance Testing (UAT) and suggesting necessary changes.
  • Conducting GAP analysis of competitor CRMs and documenting functional and business requirements in collaboration with the product development team.
  • Conducting market research and interviews to provide data for company roadmap initiatives and future product development.
  • Establishing and maintaining trusted advisor relationships with clients to ensure overall satisfaction with products.
  • Leading the Net Promoter Score (NPS) survey for the Customer Success Team and monitoring action plans for clients based on feedback.
  • Overseeing a team of 15+ members, monitoring their performance, client engagement, and skill upgrades.
  • Investigating and solving complex or long-standing customer problems escalated by the support team.
  • Keeping customers informed of process and procedural changes, ensuring smooth communication and transparency.
  • Collaborating with the sales team to understand marketing strategies and drive product improvements.
  • Working closely with the development team during deployment meetings to ensure timely product delivery and feature implementation.

Customer Service Executive

Bigbasket
01.2016 - 05.2017
  • Handling level 3 escalations from the customers and ensuring best possible solution is given to the customers.
  • Working with operations and delivery team to ensure smooth and timely delivery of orders.
  • Supporting the team on floor with queries on product and process.
  • Training New joiners.
  • Monitoring and maintaining floor metrics.
  • Assisting team leader with monthly MIS report.

Education

Master of Business Administration -

Pune University (IIMS College)
Pune, Maharashtra

Skills

Client Relationship Management Onboarding Effective Communication Project Management Upsell Renewals Retention Trainings Churn Mitigation Executive Business Reviews (QBRs) Customer Health Scoring Contract Renewals Management Expansion Planning CS Process Design NPS/CSAT Programs Cross-functional Collaboration Strategic Communication

Tools Used

JIRA | JSM | Freshdesk | Zendesk | HubSpot | Postman | Slack | MS Office | Excel | Word | PowerPoint | Asana | Monday.com

Certification

Certificated Customer Success Manager (CCSM), SuccessHacker, 05/24

Timeline

Client Success Manager

DiligenceVault
04.2021 - Current

Customer Success Lead

Sell.Do
07.2017 - 04.2021

Customer Service Executive

Bigbasket
01.2016 - 05.2017

Master of Business Administration -

Pune University (IIMS College)

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Anand GaudCustomer Success Manager