Benaaz Billimoria
Summary
Dynamic Customer Success professional with over 9 years of experience in B2B and B2C environments, specializing in customer retention, revenue growth, and long-term value creation. Expertise in managing extensive enterprise portfolios and leading strategic account initiatives to align product adoption with key business outcomes. Recognized for cultivating trusted relationships with senior stakeholders while optimizing end-to-end customer journeys and translating complex requirements into effective, scalable solutions. Skilled in cross-functional collaboration and data-driven decision-making, consistently delivering measurable impact through enhanced adoption, retention, and customer satisfaction.
Overview
9
9
years of professional experience
Work History
Customer Success Manager
Darwinbox
04.2025 - Current
- Managed a portfolio of 55+ clients across multiple industries, driving seamless onboarding, strong product adoption, and consistently high customer satisfaction.
- Acted as a strategic advisor to CHROs, VPs, and senior HR stakeholders, aligning Darwinbox capabilities with organizational goals and optimizing end-to-end HR workflows.
- Delivered hands-on functional and technical guidance across all modules, enabling customers to streamline operations, configure solutions effectively, and maximize platform value.
- Led governance calls, QBRs, and executive business reviews with C-suite stakeholders (CHROs, CXOs, and VPs), leveraging Gainsight to analyze adoption metrics, usage trends, and customer health—driving strategic alignment and contributing to a 40% improvement in NPS.
- Collaborated closely with Product and Engineering teams using JIRA to manage escalations, communicate enhancements, and ensure customer feedback influenced the product roadmap.
- Proactively identified adoption gaps and renewal risks, executing mitigation plans that strengthened customer health and supported 90%+ renewal rates.
- Identified and qualified upsell and expansion opportunities, partnering with Sales to drive revenue growth and contributing to a 15% increase in account expansion.
Sr Customer Success Manager
CaaStle Technology
03.2023 - 12.2024
- Managed a portfolio of 300 clients (Branded Affiliates), overseeing onboarding and ensuring a seamless transition from sales to customer success, leading to a 98% onboarding rate.
- Collaborated with internal teams to tailor onboarding experiences based on customer needs, industry standards and business objectives. Developed a structured client journey framework, improving initial engagement.
- Proactively monitored client health and implemented strategies to address potential churn risks, improving overall retention and enabling proactive interventions.
- Tracked key performance metrics, including Net Promoter Score (NPS) and revenue growth, to assess client satisfaction and success. Created a data-driven performance dashboard, enhancing decision-making.
- Advocated for client needs by working with product and technical teams to prioritise issues and feature requests, driving client value and retention. Influenced product roadmap changes that led to a 20% increase in feature adoption.
- Identified opportunities for upselling and cross-selling, increasing average customer spending and product adoption.
- Utilized Salesforce, HubSpot, and Tableau to analyze customer trends, offering data-backed recommendations to improve retention and sales. Introduced predictive analytics, optimising renewal strategies.
- Developed and implemented customer success strategies to enhance the client lifecycle and drive revenue growth, contributing to an increase in NPS by 40%. Designed a high-touch engagement model, strengthening customer relationships.
Sr Customer Success Manager (B2B & B2C)
WhiteHat Education Technology
01.2020 - 01.2023
- Built and managed three global processes: VVIP Team, Learning Success Management, and Consent Marketing across India, the US, the UK, and ANZ, ensuring seamless operations across three shifts. Designed and launched a scalable workflow that improved efficiency by 40% across regions.
- Led the B2B Sales and Customer Success team, ensuring the smooth execution of deliverables. Developed a structured account management system that reduced churn by 20%.
- Managed a team of 126 agents and 10 team leads, overseeing hiring, performance reviews, coaching, career development, and work allocation.
- Handled high-end, celebrity, and VVIP clients globally, ensuring 100% customer satisfaction, and contributing to a 25% increase in NPS. Launched a dedicated VVIP support model, reducing escalations by 50%.
- Oversaw daily ticket volume (150+ tickets) using Zendesk, ensuring timely responses and solutions for high-impact customer issues. Integrated AI-based ticket routing, reducing resolution time from 24 hours to 4 hours.
- Drove customer success initiatives, optimizing processes to enhance customer experience, leading to a 30% increase in renewals.
- Implemented strategies to achieve weekly performance targets, excelling in a high-pressure, competitive environment. Introduced a real-time KPI dashboard, improving team productivity by 25%.
- Collaborated with cross-functional teams to improve workflows and service quality. Led a CX enhancement project, driving a 15% uplift in client satisfaction.
- Developed and refined operational strategies to scale teams and improve service efficiency across global markets. Optimised resource allocation, reducing operational costs by 20%.
- Ensured compliance with service level agreements (SLAs) while maintaining top-tier performance and client experience. Implemented automated compliance tracking, improving SLA adherence by 30%.
Venue Manager - Client Servicing
Oravel Stays Private limited
11.2018 - 07.2019
- On daily basis interacted with 30/45 Clients face to face to check their requirements and accordingly pitch them the venues
- A detailed discussion with clients on Event details, venue options, and other logistics to understand vision and budget
- Oversaw the day-to-day operations and management of the venue, ensuring smooth workflow
- Implemented promotional activities to improve venue visibility and increase event bookings
- Handled crisis situations in a calm and competent manner, ensuring minimal disruption to planned events
Customer Relations Advisor (Sales & Retentions)
Tech Mahindra Business Services
09.2017 - 11.2018
- Delivered exceptional customer service by promptly resolving issues, leading to enhanced customer retention and loyalty
- Boosted sales through effective upselling and cross-selling of company products, services and promotional offers
- Assisted with the development and implementation of customer retention strategies, leading to lower attrition rates and higher customer lifespan value
- Identifying key customer issues and recommended relevant products/services to meet their specific requirements and resolved customer-related inquiries
- Reported weekly sales updates to stakeholders, maintaining transparency and enabling strategic decision making
Senior Associate
Radius Global Solutions
08.2016 - 08.2017
- Notified customers directly about potential fraudulent activities on their respective accounts, providing clear information and guidance on next steps
- Analyzed and investigated suspicious account activity to protect both the customer and the company from potential loss
- Investigated customer complaints and queries, working to deliver a satisfactory outcome in each case
- Resolved a variety of issues related to customer accounts and transactions, ultimately maintaining their satisfaction and trust in the company
- Analyzed patterns and trends in customer transactions to identify potential fraud or possible improvements to service
Education
Bachelor of Arts -
Calorx Teachers University
06-2016
High School Diploma -
Guru Nanak Khalsa College
06-2013
Skills
- Customer Success & Client Management
- Leadership & People Management
- Communication & Stakeholder Management
- Operations & Process Excellence
- Analytical & Problem-Solving
- Data, Analytics & Insights
- Strategic Account Planning & Growth
- SaaS Implementation & Lifecycle Management
Software Tools Proficiency
- Salesforce
- Jira
- Zendesk
- Slack
- HubSpot
- Slack
- Darwinbox
Accomplishments
- Got Promoted twice within 18 Months in Whitehat JR.
- Won Customer Champion of the Month Award in Tech Mahindra.
- Won Performer of the Month Award in Radius Global Solution.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Success Manager
Darwinbox
04.2025 - Current
Sr Customer Success Manager
CaaStle Technology
03.2023 - 12.2024
Sr Customer Success Manager (B2B & B2C)
WhiteHat Education Technology
01.2020 - 01.2023
Venue Manager - Client Servicing
Oravel Stays Private limited
11.2018 - 07.2019
Customer Relations Advisor (Sales & Retentions)
Tech Mahindra Business Services
09.2017 - 11.2018
Senior Associate
Radius Global Solutions
08.2016 - 08.2017
High School Diploma -
Guru Nanak Khalsa College
Bachelor of Arts -
Calorx Teachers University