Aparna Menon
Head - Customer Success
Bangalore
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
25
25
years of professional experience
Work History
Head of Customer Success
Livspace Interiors
07.2022 - Current
- Owned retention and expansion outcomes across a large, multi-region customer portfolio, driving 15–20% revenue growth from existing accounts through upsell and cross-sell motions.
- Reduced revenue leakage by cutting customer churn by 22%, protecting recurring, and repeat revenue streams.
- Implemented proactive risk and account health frameworks, resulting in a 25–30% drop in high-severity escalations that previously impacted revenue and brand perception.
- Enabled 10–12% win-back of churned customers by analyzing root causes, and executing targeted recovery and re-engagement strategies.
- Led and developed a 10+ member Customer Success organization, aligning team KPIs directly to retention, expansion, and customer value metrics.
- Improved customer satisfaction by 18%, strengthening renewal probability, and long-term account growth.
- Partnered cross-functionally with product, operations, and delivery teams to resolve systemic customer pain points, impacting revenue realization.
- Built executive-level customer relationships, improving renewal rates, deal continuity, and account lifetime value.
- Leveraged CRM and customer data to improve pipeline visibility, account forecasting, and expansion planning by 30%.
Customer Success Manager for Karnataka
Livspace Interiors
12.2021 - 06.2022
- Founder and Social Media Escalations: Specialized in handling high-level escalations from founders and social media channels, ensuring prompt and effective resolution to maintain positive relationships
- Crisis Communications Customer Success
PR Executive
MEAWW
02.2018 - 07.2021
- Channel Publicists Liaison: Proactively established and nurtured relationships with publicists from various channels, securing inclusion in their press lists to ensure timely access to relevant information
- Celebrity Interviews Coordination: Orchestrated interviews with stars of television shows, leveraging connections with their publicists and utilizing social media channels for effective outreach
- Music Industry Collaboration: Collaborated with publicists in the music industry to obtain advance links of albums for review, demonstrating a commitment to staying ahead of trends.
Account Director/Copywriter/HR Generalist
White Canvas Communications Pvt. Ltd.
03.2016 - 01.2018
- Team Management: Successfully managed a dedicated team servicing clients such as Myntra, Brigade Group, Four Clover Realty, and William Penn, ensuring exceptional client satisfaction and project delivery
- Client Interaction: Maintained constant communication with clients to ensure current and future needs were met successfully, fostering long-term relationships and client satisfaction
- Recruitment and Onboarding: Conducted interviews and processed new hires for the organization, contributing to the development of a skilled and effective team
- Copywriting Excellence: Accountable for crafting compelling copy for retail and real estate clients, spanning print ads, hoardings, and digital platforms
- Demonstrated proficiency in adapting tone and style for diverse mediums
- Brand Management Expertise: Possessed an in-depth understanding of brand architecture, development, management, insight development, and marketing processes, contributing to strategic decision-making.
Branch Head
Jugaad Advertising Pvt. Ltd.
04.2015 - 03.2016
- Client Servicing: Played a pivotal role in client servicing for prominent clients, including Landmark Group, RMV Homes, Parcelled, and ApranKe Properties
- Lead Generation and Market Identification: Spearheaded lead generation initiatives and identified relevant markets for ApranKe Properties, contributing to the expansion of client outreach and business opportunities
- Team Leadership: Led a team of 5 individuals in the lead generation and client servicing activities for ApranKe Properties, fostering a collaborative and goal-oriented work environment.
Client Servicing
Citi Bank India
08.2001 - 11.2013
- Corporate Client Servicing: Successfully managed relationships with esteemed corporate clients, including American Power Corporation (I) Pvt Ltd., Hewlett Packard, Flextronics Software Systems, Toyota Kirloskar Motors H Auto Parts, Microsoft, Sun Microsystems, Wipro, Oracle, SAP Labs, Texas Instrument, among others
- NRI Client Experience Enhancement: Ensured a noteworthy experience for NRI clients at the Bangalore branch by coordinating seamlessly with the parent branch overseas
- International Coordination: Effectively coordinated with the parent branch overseas to align services and enhance the experience for NRI clients, demonstrating a commitment to global client satisfaction.
Education
Bachelor of Commerce -
Bangalore University
Skills
Staff mentoring & Leadership
Customer relationship building
Customer service
Customer retention
Customer account management
Client relations
Strategic planning
Strategic communications
Revenue growth
Customer relations
Training and mentoring
Account management
Timeline
Head of Customer Success
Livspace Interiors
07.2022 - Current
Customer Success Manager for Karnataka
Livspace Interiors
12.2021 - 06.2022
PR Executive
MEAWW
02.2018 - 07.2021
Account Director/Copywriter/HR Generalist
White Canvas Communications Pvt. Ltd.
03.2016 - 01.2018
Branch Head
Jugaad Advertising Pvt. Ltd.
04.2015 - 03.2016
Client Servicing
Citi Bank India
08.2001 - 11.2013
Bachelor of Commerce -
Bangalore University