Balaji Shukla Chandi
Senior Customer Success Manager
Hyderabad,TG
Summary
Senior Customer Success Manager manages 36+ accounts across B2B SaaS portfolios, building expansion-focused post-sale relationships. Drives 108% Net Revenue Retention, $500K–$999K incremental ARR, and 10–19% faster time to value by aligning success plans to customer KPIs, monitoring account health, and leading QBRs with executive stakeholders. Mentors CSMs and channels customer feedback into product improvements that strengthen adoption and retention.
Overview
7
7
Certifications
9
9
years of professional experience
Work History
Senior Customer Success Manager
SellersCommerce
09.2025 - 03.2026
- Owned a portfolio of 30+ enterprise and mid-market accounts as the primary post-sale partner. Built trusted advisor relationships with C-suite and VP stakeholders, developed customer success plans aligned to business KPIs, and delivered 108% Net Revenue Retention across the portfolio.
- Identified upsell and cross-sell opportunities through account health monitoring and usage analysis, partnering with Sales team to convert expansion signals into $1.2M incremental ARR through structured engagement.
- Redesigned onboarding and adoption framework, reducing average time to value from 45 days to 28 days while conducting QBRs and EBRs with senior stakeholders to align product use to customer outcomes.
- Monitored account health signals and intervened proactively on at-risk accounts before renewal, maintaining 95% SLA resolution and achieving zero surprise churn across managed portfolio.
- Mentored and developed a team of 4 CSMs. Built success playbooks, established performance standards, and acted as the voice of the customer by channelling structured feedback to Product, influencing 3 major platform improvements.
Customer Success Manager
SellersCommerce
05.2023 - 08.2025
- Managed 50+ mid-market and enterprise SaaS accounts through the full post-sale lifecycle. Drove product adoption, renewal management, and customer satisfaction that delivered a 94% renewal rate and 92+% CSAT over two years.
- Conducted regular business reviews and usage analysis to proactively identify at-risk accounts. Implemented retention strategies that saved accounts valued at $800K+ in ARR and reduced early churn by 18%.
- Collaborated cross-functionally with Product, Sales, and Support to streamline issue resolution and align on customer success plans, creating internal SOPs and knowledge documentation that enhanced team efficiency by 30%.
Senior Customer Success Executive
SellersCommerce
11.2019 - 04.2023
- Led onboarding and post-sale adoption for B2B SaaS clients, achieving 98% first-response SLA compliance and driving 12% growth in expansion revenue through proactive consultative engagement and usage-led conversations.
- Led cross-functional teams to enhance operational efficiencies and streamline workflows.
- Developed strategic initiatives to optimize supply chain management and inventory control processes.
- Implemented data-driven decision-making frameworks to improve customer engagement and satisfaction.
Senior Customer Service Executive
QConnect Business Solutions (formerly Tata BSS)
06.2017 - 07.2019
- Oversaw 100+ daily customer interactions, achieving 95% quality score. Trained new joiners and reduced Average Handling Time by 10%, earning multiple Star Performer awards for consistent delivery and ownership.
- Led team to enhance customer satisfaction through effective issue resolution strategies.
- Developed training programs for new representatives, improving onboarding efficiency.
- Analyzed customer feedback to identify trends and drive process improvements.
Education
Bachelor of Commerce -
Osmania University
Hyderabad01-2019
Skills
Product Adoption
Onboarding
Retention and Renewal Management
QBRs and EBRs
Customer health scoring
Renewal forecasting
Executive stakeholder management
Escalation management
Account planning
Pricing analysis
Pipeline forecasting
Stakeholder mapping
Customer segmentation
Performance review cycles
Certification
- AI Fundamentals and Ecosystem Mastery
Timeline
Senior Customer Success Manager
SellersCommerce
09.2025 - 03.2026
Customer Success Manager
SellersCommerce
05.2023 - 08.2025
Senior Customer Success Executive
SellersCommerce
11.2019 - 04.2023
Senior Customer Service Executive
QConnect Business Solutions (formerly Tata BSS)
06.2017 - 07.2019
Bachelor of Commerce -
Osmania University