Arbaz Shaikh
Associate Customer Success Manager
Pune
Summary
Customer Success professional with 6+ years of experience managing enterprise and mid-market accounts in SaaS, iPaaS, and financial systems. Proven expertise in renewals, retention, upsells, product adoption, and churn reduction, with strong skills in customer advocacy, escalation management, and cross-functional collaboration.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
Work History
Associate Customer Success Manager
Critical Start
Pune
2025.06 - Current
- Managed 100+ clients with $50k to $100K+ ARR per account, driving adoption, utilization, and retention using Salesforce and Gainsight.
- Acted as the primary escalation point, resolving over 95% of issues within SLA, and maintaining high customer satisfaction.
- Conducted QBRs, personalized follow-ups, and proactive outreach, improving adoption by 15–25% and identifying at-risk accounts.
- Partnered with Technical Support, leveraging JIRA and internal dashboards to troubleshoot complex issues, and mitigate churn.
Lead Consultant (Financial Analyst)
CBRE
Hyderabad
2022.10 - 2025.04
- Managed key accounts across Retail, Healthcare, Entertainment, and Financial Services, with $2M+ ARR, driving adoption, retention, and renewals.
- Led onboarding, implementation, and QBRs, achieving over 95% client satisfaction.
- Forecasted account risk, proactively securing renewals, and generating upsells, contributing to 100%+ targeted renewal attainment.
- Served as an internal advocate, influencing product enhancements, and addressing client needs.
Senior Functional Consultant
Icertis Solutions
Pune
2021.05 - 2022.10
- Provided high-touch support and issue resolution for enterprise clients, maintaining over 90% satisfaction.
- Monitored feature adoption and product usage, proactively identifying and resolving adoption gaps.
- Conducted adoption reviews and escalated complex issues to technical teams, reducing escalations by 15%.
- Collaborated with internal teams using REST APIs, Postman, and reporting tools to optimize integrations and client experience.
Software Engineer
Yardi Software
Pune
2019.08 - 2021.05
- Delivered custom financial reports to enhance client data analysis and operational efficiency using Excel and SQL.
- Managed and resolved support tickets within SLA, improving client satisfaction.
Education
Bachelor of Engineering - Computer Science
Pimpri Chinchwad College of Engineering & Research
Pune 2015.08 - 2019.05
Skills
Customer Success Management (CSM) – Renewals & Retention
Account Growth & Expansion
Churn Analysis & Risk Mitigation
Product Adoption & Engagement Strategies
Portfolio & ARR Management
Customer Advocacy & Stakeholder Management
Escalation & Issue Resolution
CRM & CS Tools: Salesforce, Gainsight, Zendesk, JIRA – used for renewal tracking, adoption monitoring, and health scoring
Reporting & Analytics: Excel, Power BI, Tableau, SQL – for QBRs, adoption dashboards, and renewal forecasts
Quarterly Business Reviews (QBRs) & Adoption Programs
Reporting & Analytics: Excel, Power BI, Tableau, SQL – for QBRs, adoption dashboards, and renewal forecasts
Quarterly Business Reviews (QBRs) & Adoption Programs
Certification
Google Project Management Certification
Accomplishments
- Managed $2M+ ARR across 100+ accounts, achieving 100%+ targeted renewals in Q1 2024, recognized as Top Performer in Customer Retention.
- Increased product adoption by 20–25% over 6 months (Q2–Q3 2024), proactively identifying at-risk accounts and reducing churn risk by 15%, earning Customer Champion recognition.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Associate Customer Success Manager
Critical Start
2025.06 - Current
Power BI for Business Analytics
2024-08
Gainsight CSM
2023-07
Lead Consultant (Financial Analyst)
CBRE
2022.10 - 2025.04
Google Project Management Certification
2022-08
Senior Functional Consultant
Icertis Solutions
2021.05 - 2022.10
Software Engineer
Yardi Software
2019.08 - 2021.05
Bachelor of Engineering - Computer Science
Pimpri Chinchwad College of Engineering & Research
2015.08 - 2019.05