Ayushi Srivastava
Pune
Summary
Customer Success Manager with 6+ years of experience managing Domestic and International markets (~$1Mn) across SaaS and Data Security industries. Proven track record in driving customer retention, achieving 106% Net Revenue Retention (NRR), and consistently maintaining Net Promoter Score (NPS) at 60 and Customer Satisfaction (CSAT) above 85%. Skilled in managing key accounts, reducing churn, leading business reviews (QBR/MBR), and partnering with C-level stakeholders to deliver product value and adoption. Expertise in customer lifecycle management, upselling/cross-selling, onboarding, and fostering long-term customer relationships. Proficient in CRM tools like Salesforce and ChurnZero, with a strong focus on customer health monitoring, stakeholder engagement, and process improvement.
Overview
7
7
years of professional experience
Work History
Customer Success Specialist
Concentric AI
Pune
09.2024 - Current
- Managed a $1M+ customer portfolio (US Region), driving adoption and success across use cases including Data Access Governance, Data Retention, and Data Classification.
- Oversaw the complete customer lifecycle, including onboarding of cloud and on-premises data sources, delivering tailored product demonstrations, and driving product adoption.
- Led Quarterly and Monthly Business Reviews (QBRs / MBRs) with key stakeholders to demonstrate product value, align on goals, and identify opportunities for expansion.
- Sustained an NPS of 60 and maintained Customer Satisfaction (CSAT) scores above 85% consistently.
Sr. Customer Success Consultant
Sophos
Gurgaon
02.2024 - 09.2025
- Managed international accounts (EMEA Region) & Led client onboarding through kickoff calls and regular health/security checks, ensuring a smooth transition and alignment with customer goals.
- Updated and tracked client health scores in ChurnZero, actively monitoring churn risk and implementing mitigation strategies.
- Facilitated Security Posture Review sessions, educating clients on security standards and best practices to strengthen their security posture.
Assistant Manager- Customer Success
Netcore Cloud
Gurgaon
06.2022 - 02.2024
- Managed a 5 Cr portfolio comprising Enterprise and SMB clients, achieving a strong Net Revenue Retention (NRR) of 106% through strategic engagement and communication with C-level stakeholders.
- Led regular cadence calls and business reviews, aligning with customer goals and advising on upcoming initiatives to drive mutual growth.
- Consulted clients on leveraging direct marketing channels including Email, SMS, Push Notifications, and WhatsApp to deliver personalized engagement at scale.
- Identified and closed cross-sell and upsell opportunities, both independently and in collaboration with cross-functional teams.
- Consistently maintained customer churn rate below 5% by proactively managing accounts, addressing risks, and driving customer engagement and satisfaction
- Developed and optimized omnichannel marketing strategies, ensuring alignment with client objectives and delivering measurable business impact.
Associate Manager-Growth
Meritto (Formerly - Nopaperforms)
Gurgaon
11.2020 - 06.2022
- Led a team of 4–5 Customer Success Executives across Delhi-NCR and Maharashtra, overseeing service operations to deliver high-quality support with minimal turnaround time (TAT).
- Prepared and presented monthly client health reports, enabling clients to identify and address potential gaps proactively.
- Built and maintained strong client relationships through multi-channel communication and regular on-site school visits within the assigned territory.
Key Account Manager
Oyo Hotels & Homes Pvt Ltd
Gurgaon
10.2018 - 08.2020
- Managed 10–15 key accounts, driving customer retention and growth by organizing conferences, events, and engagement initiatives to strengthen client relationships and promote product adoption.
- Acquistion of new clients & Farming the existing clients
- Trained and conducted sessions related to product and process knowledge for new joiners.
- Escalation management & co-ordinatimg with cross functional teams.
Education
Bachelor of Science - Bachelor Of Technology
Hindustan College Of Science & Technology
Agra06-2018
Skills
- CRM Tools (Salesforce, ChurnZero, Jira)
- Microsoft Office 365
- Customer Success
- NPS & CSAT
- Business Review
- Client Retention
- Product adoption
- Data Governance
- Churn Management
- Marketing Automation
- Customer Health
- Customer Advocacy
- Cross Sell & Upsell
Timeline
Customer Success Specialist
Concentric AI
09.2024 - Current
Sr. Customer Success Consultant
Sophos
02.2024 - 09.2025
Assistant Manager- Customer Success
Netcore Cloud
06.2022 - 02.2024
Associate Manager-Growth
Meritto (Formerly - Nopaperforms)
11.2020 - 06.2022
Key Account Manager
Oyo Hotels & Homes Pvt Ltd
10.2018 - 08.2020
Bachelor of Science - Bachelor Of Technology
Hindustan College Of Science & Technology
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