Anuja Hurgat

Scope:

Led one of three Customer Success pods managing a portfolio of ~INR 4 Cr ARR, while leading a team of CSMs and Analysts responsible for retention, renewals and expansion.

Responsibilities:

• Led and mentored a team of CSMs and Analysts consistently achieving quarterly GRR and NRR targets.
• Partnered with the team on executive customer reviews, strategic account planning, renewals, upsell opportunities and escalations.
• Collaborated with Product, Engineering, and Support teams to resolve complex customer issues, enhancing overall customer satisfaction and loyalty.
• Collaborated with leadership on annual planning, target setting, hiring and performance reviews.
• Built a high-performance culture through regular coaching, structured feedback and career development discussions within the team.

Scope:

Led Customer Onboarding for Hansel's Product Experience solution while establishing onboarding processes, managing enterprise implementations and building and mentoring the onboarding team.

Responsibilities:

• Developed and standardized customer onboarding processes and best practices, reducing time to value from 60 days to 30 days for the Product Experience (PX) solution.
• Led strategic onboarding and implementation engagements for enterprise customers including Byju's, Bajaj Finserv and Airtel.
• Managed complex customer conversations, executive stakeholders and escalations to ensure successful product adoption.
• Trained SDRs and account managers on product positioning, customer discovery, and onboarding workflows to improve customer engagement.

Scope:

Managed strategic enterprise accounts across India and Southeast Asia, owing customer relationships from discovery to implementation, adoption, renewals and growth.

Responsibilities:

• Managed an enterprise customer portfolio exceeding $350K ARR across India and SEA.
• Owned strategic customer relationships for high LTV accounts like Paytm (India), MPL Gaming (India), Hike (India), Tokopedia (Indonesia) and other high-growth technology companies.
• Improved customer retention and expansion by proactively monitoring product adoption, customer health and business outcomes, contributing ~$120K ARR.
• Worked closely with executive stakeholders to identify growth opportunities and expand product adoption within existing accounts.
• Reduced sales cycle by ~60-90 days by introducing improved trial models, simplified commercial processes and streamlined contracting.
• Participated in the executive escalation team to recover at-risk customer relationships.
• Partnered with Product, Design and Engineering teams to launch customer-driven product enhancements.
• Supported outbound business development initiatives through market research and targeted outreach campaigns.

• Managed portfolio reporting and operational KPIs across global teams.
• Partnered with cross-functional stakeholders to improve planning, governance and operational visibility.
• Managed vendor relationships and contractual engagements supporting business operations.

• Conducted competitive intelligence, market research and win-loss analysis to support sales strategy.
• Delivered customer and industry insights that enabled leadership decision-making and strategic planning.

• Managed enterprise customer relationships while driving new business development and account growth.
• Achieved revenue targets through customer acquisition, relationship management and strategic account planning.