Cyril Antony
Bangalore
Summary
Results-driven Customer Success Manager with 5+ years of experience in SaaS customer success and account management, driving product adoption, client retention, and revenue growth. Proven expertise in reducing churn, increasing Monthly Active Users (MAU), and boosting ARR through strategic upselling and cross-selling. Skilled in client onboarding, QBRs, stakeholder management, and integration support, consistently achieving high NDR and CSAT scores. Adept at managing SME and enterprise accounts, building strong client relationships, and delivering measurable business outcomes. Committed to continuous upskilling and process optimization to maximize client success
Overview
9
9
years of professional experience
1
1
Certification
Work History
Deputy Customer Success Manager
Meritto (Formerly Nopaperforms)
Bangalore
11.2024 - 03.2025
- Manage a portfolio of 17 mid-to-enterprise higher education clients, building relationships with senior stakeholders such as admission heads, counselors, and leadership teams and acting as a trusted advisor.
- Collaborate cross-functionally with internal teams—Product, Operations, Sales, Finance, RevOps, and Onboarding—to ensure seamless platform adoption, renewals, and strategic client success.
- Lead on-site training, Quarterly Business Reviews (QBRs), renewals, and collections, strengthening client trust and driving retention.
- Drive upsell and cross-sell initiatives, contributing to revenue growth, churn reduction, and client satisfaction.
- Provide CRM solution consulting and expertise in MarTech integrations, optimizing client workflows, and lead management processes.
- Oversee API, telephony, and third-party integrations (Facebook/Google Lead Ads, ERP systems, publishers), ensuring smooth deployment, regulatory compliance, and data accuracy.
- Act as a strategic advisor, helping clients navigate compliance (DLT approvals, META/WABA policies) and technical configurations (CNAME mapping, widget placements, white-labeling).
- Managed vendors and integration partners, coordinating API/webhook setups, troubleshooting issues, and ensuring seamless system interoperability.
- Monitor CSAT, NPS, QBR metrics, and ticket resolution via Zendesk to proactively address client needs and improve satisfaction scores.
- Skilled in basic HTML, landing page creation, and technical support to assist clients with marketing and operational workflows.
Deputy Customer Success Manager
Info Edge (IIMJobs/Hirist)
Bangalore
02.2023 - 10.2024
- Managed a portfolio of 400–800 enterprise accounts based on billing value and strategic importance.Diageo, AB InBev, Meesho, Myntra, Accenture, Mphasis, and SAP Labs.
- Drove product adoption and retention for SaaS products (IIMJobs, Hirist, Branding & Calculus), achieving ARR and NDR goals while identifying upsell and cross-sell opportunities.
- Built and maintained C-level and HR leadership relationships (Stakeholder management) and acted as a trusted advisor (HRBPs, HR Directors, Executives) through regular business reviews, virtual meetings, and on-site visits.
- Improved adoption rates in Bangalore region by reducing non-adopted clients from 75% to 55% in Q4 FY 23–24.
- Delivered 100+ client training sessions within 2.5 quarters, ensuring seamless onboarding and platform engagement.
- Spearheaded one of my strategically important client's adoption growth from 0% to 80% in one quarter, earning positive client testimonials.
- Contributed to strategic initiatives, including Hirist’s invite-only hiring drive, driving event success and client engagement.
- Served as part of the pilot CS team for IIMJobs and Hirist, providing key product feedback to improve features and user experience.
- Consistently achieved a CSAT score of 4.5/5 over four consecutive quarters and also maintained good NPS score.
- Partnered closely with cross functional teams- Sales, Product, Branding & Calculus teams to align strategy, ensure client success, and drive product evolution.
- Worked on new client acquisition and existing clients growth for the initial quarters.
Customer Success Specialist
Disprz (Heuristix Digital Technologies Pvt. Ltd.)
Bengaluru
09.2021 - 02.2023
- Managed a portfolio of 11 high-value clients (ARR: $62,384) and acted as their trusted advisor.
- Delivered measurable results by improving Net Dollar Retention (NDR) by 0.29% (Q2–Q3) and boosting Monthly Active Users (MAU) by 4.68% in Q2 and 1.64% in Q3.
- Increased adoption and client engagement, achieving NPS scores of 10/10 (onboarding) and 5/5 (half-year) and good CSAT scores for multiple accounts.
- Created upsell opportunities for three clients within three months, driving ARR growth in the F&B sector and improving revenue retention.
- Successfully reduced churn risk by converting two potential churn accounts into promoters; grew adoption from 1% to 66% for one of my strategically important client.
- Key contributor to the onboarding and implementation of many strategic accounts.
- Ranked #1 in the Employee Capability Index across 30+ CSMs in SEA, Middle East, India, and Europe.
- Acted as a cross-functional liaison, collaborating with Sales, Engineering, Product, Legal, and L&D teams; raised and tracked JIRA tickets for client queries.
- Promoted within a year from Customer Success Analyst to Specialist for outstanding performance and client impact.
Customer Success Executive
VYAPAR (GST billing software)
Bengaluru
08.2020 - 09.2021
- Proactively re-engaged inactive users, successfully reviving accounts within 2–5 weeks and improving overall customer retention.
- Delivered product demos and gathered customer feedback, collaborating with cross-functional teams to influence feature improvements.
- Provided technical troubleshooting support, resolving issues related to the .NET Framework 4.5, data synchronization, and app performance.
- Assisted customers in GST compliance, managing GSTR filings (1, 2, 3B, 4, 9) and converting data to JSON format via GST offline tools.
- Resolved data loss and discrepancy issues in P&L statements, balance sheets, and sales/purchase entries, ensuring accurate financial reporting.
- Acted as a liaison between customers and technical teams to ensure timely issue resolution and a seamless user experience.
- Generated multiple upsell and cross-sell opportunities for the sales team via product adoption.
Intern
Wallstreet Advisory
Bangalore
01.2020 - 03.2020
- Trade in FOREX market
- Put stop loss and take profitsTraded in MT4 platform
Intern
Punjab National Bank (Circle office)
Mumbai
06.2019 - 07.2019
- Post sanction monitoring of borrowers in PMS.
- Assign a numerical score to each signal from customers' credit data to the customers.
- Sort data from the Excel sheet according to the format and elements required, such as the number of statements received in the prescribed time.
- Knowledge about the marketing department, PNB MetLife, and data entry of people eligible for overtime pay or holiday work pay in the HR department.
Customer Executive
Concentrix
Gurgaon
03.2016 - 02.2017
- Delivered customer support for LeTV products, resolving user queries and ensuring a positive customer experience.
- Conducted data verification and reporting by providing defaulter details for AMEX-assigned projects, supporting risk management initiatives.
- Worked with cross-functional teams for better product usage and queries.
Education
MBA - Finance
Karunya Institute Of Technology
Coimbatore05.2020
B. Com -
National Post Graduate College
Lucknow05.2015
Senior Secondary Education -
Delhi Public School
Lucknow05.2012
Higher Secondary Education -
St. Paul's College
Lucknow05.2010
Skills
Core Customer Success & Account Management Skills
- Customer Success Management (CSM)
- Enterprise Account Management
- Client Relationship Management
- Customer Onboarding & Training
- Quarterly Business Reviews (QBRs)
- Renewal Management & Revenue Retention
- Churn Reduction & Net Dollar Retention (NDR)
- Upselling & Cross-Selling Strategy
- SaaS Product Consulting
- Microsoft 365, office, power BI
- CRM Tools (Salesforce, Zoho, HubSpot, Naukri Platforms)
- API & Webhook Integrations
- Telephony Integrations (Kaleyra, ValueFirst)
- MarTech Solutions (Facebook/Google Lead Ads)
- Basic HTML & Landing Page Creation
- Data Analysis & Reporting
- JIRA & Zendesk Ticketing
- Talent Mapping & Salary Benchmarking (Branding & Calculus)
- Data-Driven Decision Making
- Process Optimization & Automation
- Vendor & Stakeholder Management
- Strategic Account Planning
- Communication & Presentation
- Problem-Solving & Critical Thinking
- Stakeholder Engagement
- Negotiation & Conflict Resolution
- Leadership & Team Collaboration
Hobbies and Interests
- Playing guitar
- Play Basketball
- Drawing
Languages
- Hindi, Native speaker
- English, Highly proficient
- Malayalam, A1
Personal Information
Nationality: Indian
Certification
- ERP 9 Tally at NIIT
06/2015—08/2015 - MyCaptain Finance/Marketing at MyCaptain
01/2019—02/2019
Languages
Hindi
First Language
English
Proficient (C2)
C2
Malayalam
Beginner
A1
Timeline
Deputy Customer Success Manager
Meritto (Formerly Nopaperforms)
11.2024 - 03.2025
Deputy Customer Success Manager
Info Edge (IIMJobs/Hirist)
02.2023 - 10.2024
Customer Success Specialist
Disprz (Heuristix Digital Technologies Pvt. Ltd.)
09.2021 - 02.2023
Customer Success Executive
VYAPAR (GST billing software)
08.2020 - 09.2021
Intern
Wallstreet Advisory
01.2020 - 03.2020
Intern
Punjab National Bank (Circle office)
06.2019 - 07.2019
Customer Executive
Concentrix
03.2016 - 02.2017
MBA - Finance
Karunya Institute Of Technology
B. Com -
National Post Graduate College
Senior Secondary Education -
Delhi Public School
Higher Secondary Education -
St. Paul's College