Chiranjib Gogoi
Bangalore
Summary
Results-driven Customer Success Manager with over 6 years of experience in B2B SaaS products and 9+ years overall in client facing roles. Proven expertise in driving product adoption, reducing churn, and managing strategic portfolios. Adept at leading QBRs, delivering actionable insights, mentoring new hires, and collaborating cross-functionally. Recognized for exceptional performance in customer advocacy, renewals, and upsells.
Overview
10
10
years of professional experience
Work History
Customer Success Manager
Experience.com
06.2024 - 07.2025
- Oversaw a portfolio of 35+ clients, contributing to a 20% boost in customer retention.
- Delivered comprehensive onboarding and training programs to drive effective product adoption
- Led QBRs and built executive-level relationships to drive strategic value.
- Optimized client engagement through proactive communication and tailored solutions.
Snr. Client Success Analyst
Rayden Interactive (Phreesia)
04.2023 - 05.2024
- Consistently surpassed quarterly booking targets, maintaining a client renewal rate above 90% across a portfolio of 30+ strategic accounts inthe US Healthcare vertical.
- Saved clients approximately $52000 in meeting expenses by selling Phreesia's software tools.
- Mentored five new team members, providing ongoing monthly support and guidance to help them successfully achieve their KPIs.
Client Success Specialist
Rayden Interactive (Phreesia)
04.2022 - 03.2023
- Collaborated with the product development team to identify performance and improvement opportunities, integrating new features.
- Worked closely with the Implementation team to streamline a client’s workflow, resulting in an increase in adoption rate from 60% to 85%.
- Led training sessions on different topics and mentored team members to boost overall productivity, improve accuracy, and strengthen commitment to service excellence.
Customer Success Manager
Infosys BPM Ltd.
06.2019 - 03.2022
- Managed end-to-end customer onboarding and nurtured relationships with 30+ clients by setting clear expectations and driving positive outcomes.
- Conducted market and industry research to develop and refine customer experience strategies.
- Produced detailed reports highlighting customer usage trends and retention metrics to inform strategic decisions.
Transaction Risk Investigator
Amazon Development Center
06.2017 - 06.2019
- Investigated high-risk transactions and collaborated with fraud prevention teams.
- Created risk mitigation workflows, improving data security.
Digital Interaction Advisor
24/7 Pvt. Ltd.
01.2016 - 05.2017
- Boosted brand awareness through targeted initiatives.
- Fostered client relationships through proactive solution selling.
Education
Bachelor of Engineering - Electronics & Communication
MIET Gondia
03-2016
Skills
- Customer Relationship Management (CRM)
- Upselling and churn management
- Pipeline development strategies
- Training and mentoring abilities
- Experienced in US Healthcare
- Cross-functional collaboration
- Executive Stakeholder Engagement
- Customer Advocacy (G2, Reviews, Referrals)
- CRM tools: Salesforce, Zendesk, Hubspot
- Basic knowledge of Cloud Tools & Security Concepts (S3, VPC, DB Encryption)
Rewards & recognition
- Achieved a perfect NPS score of 100 for three consecutive months at Infosys, earning internal recognition.
- Honored with the Indigo Award (Employee of the Month) at Rayden Interactive in September 2023 for consistently exceeding quarterly upsell targets, successfully mentoring new team members, and maintaining zero customer churn.
Languages
English
Proficient
C2
Timeline
Customer Success Manager
Experience.com
06.2024 - 07.2025
Snr. Client Success Analyst
Rayden Interactive (Phreesia)
04.2023 - 05.2024
Client Success Specialist
Rayden Interactive (Phreesia)
04.2022 - 03.2023
Customer Success Manager
Infosys BPM Ltd.
06.2019 - 03.2022
Transaction Risk Investigator
Amazon Development Center
06.2017 - 06.2019
Digital Interaction Advisor
24/7 Pvt. Ltd.
01.2016 - 05.2017
Bachelor of Engineering - Electronics & Communication
MIET Gondia