Ashu Kiran
Gurgaon
Summary
Dynamic and results-driven Director of Customer Success with over 14 years of experience in managing SaaS platforms and leading global teams to deliver exceptional customer satisfaction. Proven expertise in driving revenue growth, optimizing client retention, and enhancing product adoption across APAC, EMEA, and North America. Adept at building and mentoring high-performing teams, collaborating with cross-functional stakeholders, and aligning customer needs with product development. Strong communicator with a data-driven approach, ensuring consistent performance against KPIs such as churn, retention, and expansion. Passionate about solving complex challenges, developing innovative strategies, and fostering a customer-first culture that drives long-term success.
Overview
6
6
years of professional experience
Work History
Sr. Customer Success Manager
Accenture
Gurgaon
02.2021 - Current
- Managing Annual Recurring Revenue (ARR) of $3 Million
- Overseeing a global team of 18 members
- Managing a portfolio of over 450 accounts across regions, including India, META and SEA.
- Achieved Gross Revenue Retention (GRR) under 6% quarterly, and Net Revenue Retention (NRR) of 106%.
- Recipient of the 'Best Team Award.'
- Owned key performance indicators, including churn, retention, and expansion
- Collaborated closely with Sales leadership to define account management processes and enhance the post-sale customer experience
- Leveraged data, metrics, and qualitative feedback to make strategic decisions
- Acted as the voice of the customer, providing key feedback to inform the product roadmap and improve offerings
- Cultivated a positive and collaborative team culture, fostering growth and development within the team
- Developed measurable, repeatable best practices to drive product adoption, value realization, and growth
- Utilized technology, systems, and processes to ensure consistency, scalability, and repeatability in customer success operations
- Delivered executive-level communication and engagement to top-tier customers
Client Success Manager
PeopleScout
Gurgaon
06.2019 - 02.2021
- Managed Annual Recurring Revenue (ARR) of $1 Million
- Managing a portfolio of 50+ accounts across regions including USA
- Achieved Gross Revenue Retention (GRR) under <2% annually and Net Revenue Retention (NRR) of 107%
- Developed client lifecycle strategies, enhancing CS team capabilities
- Defined KPI and health score frameworks for account management
- Collaborated with cross functional teams to increase renewal and upsell opportunities
- Assisted in hiring and training for Onboarding, Client Success, and Support teams
- Established SLAs and performance metrics for support teams
- Partnered with marketing for adoption strategies
- Collaborated with product teams on roadmap development
Education
MBA - HR
Symbiosis Center For Distance Learning
Gurgaon, India12.2011
Bachelor of Arts -
Patna University
Haryana03-2005
Skills
- Client Management
- Client Success
- Gross Retention
- Net Revenue Retention
- Product Adoption
- Retention Strategy
- Team Building
- Strategic Planning
- Customer Lifecycle Management
- Client Onboarding and Engagement
- Customer Retention Strategies
- Upselling and Cross-selling
- Churn Mitigation
- Customer Health Monitoring
- Team Leadership and Mentoring
- Cross-functional Collaboration
- Strategic Planning and Execution
- Performance Metrics and KPIs
- Executive Stakeholder Management
- Conflict Resolution and Negotiation
- Customer Advocacy
- SaaS Platforms and Tools
- Revenue Optimization
- Budget and Resource Management
- Process Automation and Efficiency
Personal Information
Client Success Manager
Timeline
Sr. Customer Success Manager
Accenture
02.2021 - Current
Client Success Manager
PeopleScout
06.2019 - 02.2021
MBA - HR
Symbiosis Center For Distance Learning
Bachelor of Arts -
Patna University
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