Dibyojyoti Baksi
Delhi NCR
Summary
Strategic and empathetic Customer Success Manager skilled in fostering strong partnerships, driving adoption, and aligning customer outcomes with business growth. Known for blending communication excellence with analytical precision, ensuring clients not only achieve success - but advocate for it.
Overview
21
21
years of professional experience
Work History
Account Manager - Global Clients
Saffron Edge
08.2024 - Current
- Lead customer success and digital strategy initiatives for international SaaS clients, aligning business objectives with marketing and automation solutions to maximize growth and retention.
- Managed multi-channel strategies and budgets across regions (US, UK, Singapore).
- Partnered cross-functionally with content, automation, and creative teams to deliver 360 success programs.
- Enhanced client lifetime value through strategic upsells and adoption of automation-based performance tools.
- Built trust-based relationships with key decision-makers, increasing engagement and account depth.
Digital Marketing Manager | Customer Success
Webee IT Services Pvt. Ltd.
01.2020 - 12.2023
- Directed customer success operations and digital marketing programs for SaaS and B2B clients. Consolidated all prior marketing experience under a unified client success leadership framework.
- Managed 15+ active client portfolios with a focus on retention, satisfaction, and consistent upselling.
- Established transparent communication and reporting structure, improving NPS scores by 25%.
- Delivered automation-led campaigns integrating AI workflows, resulting in 20x ROI and improved operational efficiency.
- Collaborated with clients to define success metrics, quarterly targets, and performance outcomes.
- Designed feedback loops and health checks ensuring proactive issue resolution and long-term partnership growth.
Senior Editorial Roles
01.2005 - 12.2020
- Managed editorial teams and built a vast network of industry professionals, cultivating reliable relationships with influencers, policy figures, and brand leaders.
- Developed strong interpersonal and stakeholder management skills, instrumental in sourcing exclusive insights and stories.
- Recognized for maintaining credibility, trust, and communication clarity under pressure.
- Leveraged network-building experience as the foundation for long-term client relationship management in marketing and success roles.
Education
Postgraduate Certificate - International Journalism
University of Westminster
UKBachelor of Science - Computer Science
Visva Bharati University
IndiaSkills
- Customer Relationship Management
- Client Onboarding & Retention Strategies
- Account Growth & Cross-Selling
- Stakeholder Communication & Executive Reporting
- Success Planning & Goal Alignment
- Data-Driven Insights & Client Health Metrics
- Marketing Automation (AI, ChatGPT, Zapier, Make)
- CRM Platforms (HubSpot, Salesforce, Zoho)
- Performance Reporting & Process Optimization
- Team Collaboration & Leadership
Open To Relocation
True
Professional Highlights
- Successfully managed premium SaaS and product-based clients across the US, Canada, and Australia, achieving 95% client retention and consistent cross-service upsells.
- Partnered with automation and content teams to design scalable communication workflows, improving client response time by 30% and enhancing satisfaction scores.
- Spearheaded multiple client onboarding programs, resulting in a 20% reduction in churn rate through proactive engagement and continuous value delivery.
- Collaborated with AI and automation tools to streamline reporting and insights, leading to 40% faster turnaround on performance reviews.
- Built enduring professional relationships through strong interpersonal skills, transparent communication, and strategic alignment of marketing and client success goals.
Timeline
Account Manager - Global Clients
Saffron Edge
08.2024 - Current
Digital Marketing Manager | Customer Success
Webee IT Services Pvt. Ltd.
01.2020 - 12.2023
Senior Editorial Roles
01.2005 - 12.2020
Postgraduate Certificate - International Journalism
University of Westminster
Bachelor of Science - Computer Science
Visva Bharati University