Hi, I’m
Ankit Kumar Sinha
Ghaziabad
Summary
Experienced Customer Success Director with a track record of driving success for start-ups. Skilled in team building and scaling operations for SMB, MM, and Enterprise accounts. Proven ability to conceptualize and implement effective Customer Success strategies across different organizational stages.
Overview
12
years of professional experience
Work History
HackerEarth
Director - Customer Success
07.2022 - 04.2023
Job overview
- I hired and cleared the backlog in hiring the new CSMs in the first month
- Created the CSM training and onboarding process
- Moved the team from Sheets to Salesforce within two quarters
- I worked with Ops to define and create workflows in SF to meet CS requirements
- Created customer success flow for the new, existing, renewing, and churned customers
- Worked with the Marketing team to introduce advocacy goals and built brand documents for customer interactions
- Worked with the regional sales teams to align CSMs in the respective regions
- Aligned regional sales teams with CSMs, improving engagement from 34% to 98%
- Win-back of 30% churned accounts in each quarter.
Freshworks
Regional Head of Customer Success - US West
01.2021 - 08.2021
Job overview
- Led CS initiatives for the largest segment ie. the US and LatAm region for the Freshworks suite of products
- The transition required me to scale and manage the team, train new managers, and further distribute the team under new managers
- Managed and drove transitions for the customers
- I built engagement with the top 50 customers in each CSM's portfolio
- Managed the entire US team during the transition and split to the US East, US West, and LatAm
- Built internal leads to ensure the churn numbers don't take a hit.
Freshworks
Regional Head for Customer Success - UK and EU
06.2019 - 01.2021
Job overview
- Led the second largest market(in ARR) for all the Freshworks products, with each CSM managing close to 3M ARR
- Brought churn below 2%, lowest among all the regions
- Owned and drove R&R and employee engagement initiatives for the entire CS org during COVID
- Hired to scale the team for 2021 restructuring
- The team's size grew 3x during this period
- Worked closely with the Freshservice product team as a CS SPOC for the product
- FS had the lowest churn rate across geographies.
Freshworks
Global Head of Customer Success (For Freshmarketer)
05.2018 - 05.2019
Job overview
- Built and led the GTM function for the emerging product
- Managed the sales, support, pre-sales and success life-cycle for the product
- Trained the team on Conversion Rate Optimization (CRO) to personalise their approach to the respective functions
- Drove marketing initiatives to establish the name of Freshmarketer as a player in the CRO space, including a three-day event in Austin at the CXL conference
- Led the initiative to add 1M ARR from new customers(non-Freshworks).
Chargebee
Lead - Customer Success
12.2016 - 05.2018
Job overview
- Conceptualized the function's drivers and metrics to measure customer success
- Built and drove the initiative to create and sell annual plans to existing customers
- The initiative led to the annual pricing model
- Hired, trained, and onboarded CSM to manage the paid customer portfolio
- Built direct relations with the top 100 customers based on their ARR.
Atlan(Social Cops)
Customer experience | Customer success | Partnership/Growth
05.2016 - 09.2016
Job overview
- Conceptualized the whole transition process to move towards a SaaS model
- Help redesign the website, product, and product onboarding
- Drove multiple initiatives to define and create workflows for different functions to create a smooth ecosystem
- Did extensive market research to create a new pricing model.
Wingify
Lead Customer Success Manager
08.2014 - 03.2016
Job overview
- Responsible for managing and ensuring success for the top 85+ enterprise accounts worldwide with total revenue in 6 figures ($)/month
- Helped drive adoption and exceeded annual goals with client renewal rates
- The revenue from these accounts is a significant component of the annual revenue
- Worked directly with cross-functional internal and external teams
- Converted accounts into sales reference customers
- Designed enterprise client onboarding, training and reporting using CRM (Salesforce) and account renewal/upgrade processes
- Designed, developed and improved the quality of the customer success squad over two years
- Hired, coached, and developed staff, emphasising the development of their website optimisation skills and customer success fundamentals.
Wingify
Customer Success Manager
01.2014 - 08.2014
Job overview
- Researched the processes and requirements that kickstarted the function at VWO
- Managed the top paying customers and helped them with training & onboarding, and built optimisation plans and roadmap for testing to achieve short- and long-term goals for them
- Assisted clients as a SPOC (Single Point Of Contact) for CRO (Conversion Rate Optimization) consultancy and technical queries
- Maintained and enhanced customer satisfaction by providing ongoing, proactive help throughout the customer life cycle.
Wingify
Sr. Customer Happiness Engineer
08.2013 - 01.2014
Job overview
- Apart from helping our customer with their support queries, I helped with hiring and setting up the team and processes for support
- Evaluated, installed, and streamlined processes for the new CRM.
Wingify
Customer Happiness Engineer
08.2012 - 08.2013
Job overview
- Joined Wingify as their first Customer Happiness Engineer (technical support)
- I quickly took the pressure off the engineering team working on support
- Handled all the support tickets flowing in from 1500+ customers (from all over the world)
- Managed all our major clients and supported them via emails and voice calls
- Worked on building the support processes and helped hire new support engineers
- Clients from all over the world appreciated me through feedback emails and Twitter.
Coral Telecom Ltd(Elcom Innovations)
Support Engineer, R&D
01.2012 - 07.2012
Job overview
- Worked in the support team, supporting the client and the pre-sales teams
- Provided technical support for different products we built in-house for our clients
- Helped pre-sales with some of the most significant projects undertaken for the Indian armed forces
- Responsible for troubleshooting and fixing issues
- Supervised a team of 18 hardware engineers who worked on troubleshooting and fixing issues related to EPBAX & PBX
- Helped train them on the new IP-based systems.
HCLTech
Technical Support Engineer
08.2011 - 12.2011
Job overview
- Provided technical support to AT&T clients based out of the US
- Handled all the escalated issues from the US-based support centre.
Education
HITM (Previously Known as BMAS EC)
Bachelor of Technology (BTech), Computer Science
01.2011
Nazareth Academy, Gaya
Secondary and Senior Secondary, Science
01.2006
Skills
- Team Motivation and building
- Cross Functional Team Building
- Customer Relations
- Project Management
- Business Planning
- Operations Management
- Issues Resolution
- Hiring and Retention
- Customer Retention
- Site Optimisation
- Account Management
- Customer Service
- Team Leadership
- Team Management
Websites
Timeline
Director - Customer Success
HackerEarth
07.2022 - 04.2023
Regional Head of Customer Success - US West
Freshworks
01.2021 - 08.2021
Regional Head for Customer Success - UK and EU
Freshworks
06.2019 - 01.2021
Global Head of Customer Success (For Freshmarketer)
Freshworks
05.2018 - 05.2019
Lead - Customer Success
Chargebee
12.2016 - 05.2018
Customer experience | Customer success | Partnership/Growth
Atlan(Social Cops)
05.2016 - 09.2016
Lead Customer Success Manager
Wingify
08.2014 - 03.2016
Customer Success Manager
Wingify
01.2014 - 08.2014
Sr. Customer Happiness Engineer
Wingify
08.2013 - 01.2014
Customer Happiness Engineer
Wingify
08.2012 - 08.2013
Support Engineer, R&D
Coral Telecom Ltd(Elcom Innovations)
01.2012 - 07.2012
Technical Support Engineer
HCLTech
08.2011 - 12.2011
HITM (Previously Known as BMAS EC)
Bachelor of Technology (BTech), Computer Science
Nazareth Academy, Gaya
Secondary and Senior Secondary, Science
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