Anand Gupta
Principal Customer Success Manager
Bangalore
Summary
Dynamic leader with 10+ years spearheading enterprise customer satisfaction, retention, and expansion, achieving 120%+ NRR through visionary relationship management and transformative strategies. Two-time recipient of Best CSM Award (2024-2025) for driving top-quartile outcomes. Led cross-functional teams in high-stakes risk assessments, securing $7M+ in multi-year renewals, and uncovering $2M in upsell opportunities. Architected bespoke solutions leveraging deep product expertise to maximize ROI, forging C-suite partnerships, and aligning with sales to deliver scalable growth and 95%+ client satisfaction scores.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
Work History
Principal Customer Success Manager
AppViewX Private Ltd.
Bengaluru
05.2022 - Current
- Serving as the Primary CSM for Midwest and Central US enterprise accounts, owning a $7M+ portfolio (12% of total enterprise ARR), I drove 125% NRR through proactive renewals, expansions, and C-suite relationship building.
- Decoded customer value by mapping business goals to personal outcomes, uncovering roadblocks, and architecting tailored strategies that accelerated goal achievement, boosted satisfaction scores by 30%, and drove over $2M in expansions.
- Delivered customer value by crafting targeted content and services aligned to measurable goals; secured rapid wins, built executive buy-in, and elevated adoption rates by 40% while achieving 95%+ effectiveness KPIs.
- Measured customer value by tracking progress against key milestones and detecting churn risks in real time; initiated early countermeasures that reduced attrition by 25% and preserved over $3M in ARR.
- Demonstrated customer value by benchmarking actual vs. Projected outcomes, transforming QBRs into high-impact Customer Value Reviews, and linking business results to personal stakeholder priorities—driving 98% renewal rates and $2M+ expansions.
- Monetized customer value by pinpointing growth opportunities, modeling ROI scenarios, and aligning resources, features, and products; converted 70% of one-year deals to multi-year contracts, unlocking over $2 million in expansions and 115% NRR.
- Operationalized customer value by developing customized success plans that dissected gaps between the status quo and goals into actionable milestones, accelerating time-to-value by 50%, and lifting CSAT to 92%.
- Trained and mentored 15+ new Customer Success Managers, delivering hands-on coaching that accelerated ramp time by 40%, boosted team NRR to 120%, and earned 'Top Mentor' recognition.
- Earned rapid promotions from Customer Success Manager (2022) to Senior CSM (2024) to Principal CSM (2025) through exceptional results, including 125% NRR, over $7M in renewals and expansions, and team mentorship.
Client Services Manager
Akamai Technologies India Pvt Ltd
Bengaluru
01.2020 - 05.2022
- Senior Client Service Manager portfolio of $140M ARR, in North American Region.
- Increased revenue of $1.3 million.
- Driving global client service excellence through proactive risk management and consistent, transparent updates on all service initiatives.
- Seamlessly collaborating with sales and pre-sales teams to enhance customer relationships, boost satisfaction, and drive business success.
- Forging ROI-driven partnerships with executives while proactively mitigating churn risks through strategic account tracking.
- Conducting risk assessments, anticipating challenges, and managing escalations while supporting sales cycles, up-sell, cross-sell, renewals, and account growth.
- Overseeing all post-sales activities in North America by leveraging customer relationship skills, deep product knowledge, and meticulous planning to handle renewals, negotiations, and proposal preparation
Technical Support Analyst
Epicor Software Private Limited
Bengaluru
05.2017 - 01.2020
- Initiated pilot batch for Epicor-10 ERP product within Epicor.
- Provide daily support to On-Premise and SaaS customers with Install, Upgrade, Patch Install, Application Pool Administration in ERP domain.
- SQL query writing & running scripts in SSMS. Basic Database Management (Archiving, Restoring, Testing and Upgrading)
- Escalation Management, Timely response to end users.
- Monitoring and Documenting all steps and support interactions for Knowledge base articles.
Systems Admin. Sr Assoc. Consult
NTT DATA Global Delivery Services
Bengaluru
06.2014 - 04.2017
- Handled all aspects of IIS administration task such as day to day Site Monitoring, Installation, Configuration, Deploying Applications, Troubleshooting, Change management and Maintenance.
- 24/7 ITIL based environment SLA Management | Resource Allocation
- Weekly meetings with Senior Engineers to provide input on workflow.
Education
Bachelor of Computer Applications (B.C.A) - Computer Applications
Presidency College
Bangalore 06.2011 - 04.2014
Skills
First Principles Thinking
Problem Solving/Root Cause Analysis
Communication
Time Management
Customer Satisfaction
Upselling strategies
Accomplishments
Best CSM award for two years in a row
Languages
English
Bilingual or Proficient (C2)
Timeline
Principal Customer Success Manager
AppViewX Private Ltd.
05.2022 - Current
Client Services Manager
Akamai Technologies India Pvt Ltd
01.2020 - 05.2022
Technical Support Analyst
Epicor Software Private Limited
05.2017 - 01.2020
Systems Admin. Sr Assoc. Consult
NTT DATA Global Delivery Services
06.2014 - 04.2017
Bachelor of Computer Applications (B.C.A) - Computer Applications
Presidency College
06.2011 - 04.2014
Software
ChurnZero
Salesforce
Gong
Pendo
Calendly