Bharathwaj Padmanabhan
Client Success Manager
Chennai,TN
Summary
Experienced Customer Success Manager with 7 years in SaaS and CPaaS. Specializes in driving product adoption, retention, and revenue growth for enterprise and mid-market accounts. Proven track record in managing post-sales relationships, identifying upsell opportunities, and reducing churn. Skilled in onboarding, stakeholder engagement, and cross-functional collaboration.
Overview
7
7
years of professional experience
3
3
Languages
Work History
Manager - Customer Success
Tata Teleservices Limited
Chennai
03.2022 - Current
- Achieved 208.58% Net Revenue Retention (NRR) by driving strategic account expansion and maximizing value from existing clients.
- Maintained a 98.08% client renewal rate, successfully retaining 51 out of 52 assigned accounts through proactive engagement and relationship management.
- Generated over ₹314.63 Lacs in annual revenue, contributing significantly to business unit growth and exceeding performance benchmarks.
- Onboarded and managed a portfolio of 52 enterprise clients, ensuring seamless adoption of CPaaS solutions across SMS, WhatsApp, Email, and Voice channels.
- Conducted Quarterly Business Reviews (QBRs) and performance reporting with client-side stakeholders to reinforce value and identify upsell opportunities.
- Collaborated with cross-functional teams including product, delivery, and analytics to resolve client issues and enhance service delivery.
- Developed and maintained performance dashboards to track revenue trends, retention metrics, and campaign effectiveness.
Associate Manager - Optimization Specialist
Wingify - VWO
Chennai
06.2022 - 03.2024
- Consulted with European enterprise clients to improve conversion performance through structured experimentation and A/B testing.
- Delivered 70+ strategic optimization ideas, backed by behavioral insights, analytics, and heat maps data.
- Led end-to-end ideation to execution for 40+ experiments to full-service clients, including hypothesis creation, test design, implementation, and reporting.
- Maintained an average Product Usage Score of 6.5+/10 across the portfolio, ensuring consistent engagement and long-term product value realization.
- Worked cross-functionally with UX designers, developers, and analysts to implement winning experiments that boosted conversion and retention KPIs.
- Drove client success in industries like eCommerce, SaaS, and FinTech by focusing on revenue-impacting conversion opportunities.
Senior Customer Success Executive
Tanla Platforms Limited
Chennai
02.2022 - 06.2022
- Managed a portfolio of 15+ enterprise clients in Chennai, including top private banks and NBFCs, contributing over ₹2 Cr in annual CPaaS revenue.
- Achieved >95% retention rate across managed accounts by proactively addressing delivery issues, compliance, and campaign optimization.
- Partnering with customers stakeholders to understand their goals, assess their capabilities and provide recommendations to help them accelerate achievement of their business and technology objectives.
- Demonstrate hands-on Karix conversational product knowledge by applying features and functions to customer business priorities.
- Proactively identify risks to the customer achieving their stated business goals and work with the account team to provide new solutions.
Client Account Manager - Onboarding Specialist
Full Creative Pvt Limited
Chennai
12.2019 - 02.2022
- Managed and nurtured relationships with 250+ small to mid-sized accounts across the US, ensuring high customer satisfaction and sustained revenue.
- Successfully led the integration and onboarding for 150+ clients, streamlining API setup, IVR configuration, and service customization to align with client goals.
- Maintained an average order value of $350/account, contributing significantly to the monthly recurring revenue pipeline.
- Acted as the primary liaison between clients and cross-functional teams (product, engineering, support) to resolve issues and enable service expansion.
Account Manager
ConvertCart
Bangalore
08.2018 - 12.2019
- Led onboarding and solution implementation for 18 new eCommerce clients, ensuring seamless handoff from sales to delivery with minimal TAT.
- Partnered with client stakeholders to design and execute 40+ CRO experiments, including A/B testing, personalization, and funnel optimizations.
- Contributed to measurable improvements in conversion rates across product pages, checkout flows, and lead capture modules.
- Conducted regular performance reviews and insight sessions, leading to higher campaign adoption and long-term client retention.
- Drove early wins for newly onboarded clients by focusing on low-hanging opportunities like CTA design, product recommendation logic, and page speed.
Education
MBA - Data Analytics and Marketing
SRM University
Chennai, Tamil Nadu05.2018
Bachelor of Computer Applications - Computer Application
SRM Arts And Science College
Chennai, Tamil Nadu05.2015
High School Diploma -
New Prince Matriculation Hr.Sec.School
Chennai, Tamil Nadu05.2012
Skills
Net Revenue Retention (NRR)
Client Retention & Upselling
Cross-functional Collaboration
Revenue Growth Strategy
Customer Success Strategy
Churn Reduction Planning
Product Adoption & Enablement
Disclaimer
I, Bharathwaj Padmanabhan, hereby declare that the information contained herein is true and correct to the best of my knowledge and belief. Bharathwaj Padmanabhan Chennai, Tamil Nadu
Timeline
Associate Manager - Optimization Specialist
Wingify - VWO
06.2022 - 03.2024
Manager - Customer Success
Tata Teleservices Limited
03.2022 - Current
Senior Customer Success Executive
Tanla Platforms Limited
02.2022 - 06.2022
Client Account Manager - Onboarding Specialist
Full Creative Pvt Limited
12.2019 - 02.2022
Account Manager
ConvertCart
08.2018 - 12.2019
MBA - Data Analytics and Marketing
SRM University
Bachelor of Computer Applications - Computer Application
SRM Arts And Science College
High School Diploma -
New Prince Matriculation Hr.Sec.School