Ankitha Joseph
Customer Success Manager
Bengaluru
Summary
Growth-driven Customer Success professional with over 6 years of experience in the SaaS industry, specializing in customer onboarding, product adoption, and strategic account management. Demonstrated success in leveraging data-driven insights and fostering stakeholder collaboration to implement structured success strategies. Proven track record of enhancing customer retention, driving expansion, and maximizing long-term customer value. Committed to delivering exceptional customer experiences that align with business objectives and promote sustainable growth.
Overview
9
9
years of professional experience
Work History
Customer Success Manager
Netcore Unbxd
Bengaluru
03.2023 - Current
- Managed 60+ strategic accounts across the US, EMEA, and APAC, driving over $70K in MRR, 95% retention, and $9K in expansion revenue through targeted upsells.
- Led Quarterly Business Reviews (QBRs) with stakeholders to align on goals, reinforce value, and drive product adoption, and long-term success.
- Partnered with eCommerce customers to improve search performance, site optimization, and platform utilization.
- Monitored account health and adoption metrics, delivering tailored training and enablement to maximize customer value.
- Identified churn risks early, and implemented success plans to improve retention and account growth.
- Drove customer advocacy through G2 reviews, case studies, and testimonials, strengthening brand credibility.
- Collaborated with Sales, Engineering, QA, Analytics, and Support to resolve complex issues and improve the customer experience.
- Led onboarding and implementation projects, coordinating stakeholders, and technical timelines to ensure successful adoption.
Customer Success Associate - Senior Onboarding Specialist
Plum HQ
Bengaluru
02.2022 - 02.2023
- Owned end-to-end onboarding for accounts generating up to $1M, ensuring smooth implementation and strong early product adoption
- Partnered with Product teams to create repeatable onboarding frameworks, documentation, and playbooks, improving onboarding efficiency
- Coordinated with third-party vendors and internal stakeholders to manage complex implementation workflows and meet tight delivery timelines
- Standardized customer onboarding processes, improving implementation consistency and overall customer experience across teams
- Served as product SME, enabling customers and internal teams through training, best practices, and guidance to drive platform adoption and value realization
- Led a 3-month new-hire training program, mentoring team members on Customer Success best practices, product knowledge, and stakeholder management
- Simplifying Insurance
Management Consultant Delivery Associate
Accenture
Bengaluru
08.2020 - 01.2022
- Created engaging learning activities and compelling course content (audio, video, simulations, job-aids, Instructor-led-trainings, Web-based trainings, etc) ensuring customer success adhering to instructional end goals.
- Analyzed and applied trends and best practices in learning technologies and instructional design.
- Consulting Solutions
Junior Content Marketer & Customer Success Associate
Typito Technologies Pvt. Ltd
Bengaluru
08.2017 - 05.2018
- Conducted market research, product demos, consultations and interacted with clients to create guides and customer success stories.
- Worked closely with the product team to understand the product in-depth and create help materials.
- Created and handled content along with social media management.
- Canva for Videos!
Education
Masters - Media and Communication Studies
CHRIST (Deemed To Be University)
Bengaluru, India04.2020
Bachelors - Mass Communication and Videography
St. Xavier's College
Goa, India04.2016
Skills
SaaS Customer Success
Customer Onboarding
Customer Retention
Product Adoption
Stakeholder Management
Customer Relationship Building
Customer Advocacy
Report analysis
Accomplishments
- Recognized and awarded 'Star Performer' (Q4)
- Drove product adoption across diverse regional customer bases, enhancing engagement and value
- Advanced and promoted from SME to Enterprise onboarding in 5 months.
- Recognised and awarded ‘Team Champ' of the quarter for Q3
Timeline
Customer Success Manager
Netcore Unbxd
03.2023 - Current
Customer Success Associate - Senior Onboarding Specialist
Plum HQ
02.2022 - 02.2023
Management Consultant Delivery Associate
Accenture
08.2020 - 01.2022
Junior Content Marketer & Customer Success Associate
Typito Technologies Pvt. Ltd
08.2017 - 05.2018
Masters - Media and Communication Studies
CHRIST (Deemed To Be University)
Bachelors - Mass Communication and Videography
St. Xavier's College