Summary
Overview
Work History
Education
Certification
Languages
Timeline
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Gaurav Gopikumar

Gaurav Gopikumar

Bangalore

Summary

Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Customer Success Manager

Freshworks
Bangalore
04.2025 - Current
  • Manage a high-velocity portfolio of 70+ global SMB accounts, driving a total book of business worth ~$1M+ ARR (average $12K–15K per account)
  • Achieved a strong 89% customer retention rate over the last 3 months, minimizing churn and sustaining long-term account value
  • Consistently exceed Monthly Business Objectives by executing 15–20 QBRs and Success Plans per month, boosting product adoption and satisfaction
  • Led onboarding and lifecycle management across all accounts, accelerating time-to-value by 30% and enhancing customer experience at scale

Customer Success Manager

Clevertap Pvt Limited
Bangalore
04.2023 - 04.2025
  • Managed a book of business with an annual contract value (ACV) of $1.4M, ensuring customer satisfaction and long-term retention
  • Grew my portfolio from $800K to $1.4M over three quarters through effective cross-selling and delivering continuous value
  • Achieved a cumulative Net Promoter Score (NPS) of over 45, reflecting a strong focus on customer experience and success
  • Recognized as the MVP of the "Taproot Program", a comprehensive onboarding initiative for new Customer Success Managers

Evangelist, Marketing

Merkle Sokrati
Pune
01.2021 - 06.2021
  • Successfully managed client relationships with Maruti Suzuki dealers in Tamil Nadu
  • Received the star performer of the month during the first quarterly review
  • Received a 5-star rating from clients in quarterly reviews
  • On-Boarded 4 clients onto Merkle increasing their market share by 5% in the southern region
  • Carried out monthly performance reviews for the clients

Education

MBA - International Business

SDA Bocconi
Mumbai, India
03-2023

Bachelor of Engineering -

PSG College of Technology
Coimbatore, India
01.2020

Certification

  • KPMG Lean Six Sigma Green Belt Certification (Dec 2021)
  • Google Analytics for Beginners, Google Analytics (Jul 2021)
  • Understanding Financial Statements: Company Position, Coursera (Jan 2021)
  • Google Ads for Beginners, Coursera (Jan 2021)
  • Digital Media and Marketing Strategies, Coursera (Jul 2020)

Languages

English, Telugu, Hindi, Tamil

Timeline

Customer Success Manager

Freshworks
04.2025 - Current

Customer Success Manager

Clevertap Pvt Limited
04.2023 - 04.2025

Evangelist, Marketing

Merkle Sokrati
01.2021 - 06.2021

MBA - International Business

SDA Bocconi

Bachelor of Engineering -

PSG College of Technology

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Gaurav Gopikumar