GODWIN DAS
Noida
Summary
Dynamic Customer Success Manager with a proven track record at AfterShip, achieving a 95% retention rate and excelling in account management and customer advocacy. Expert in leveraging data analysis for churn reduction, fostering robust customer relationships, and driving revenue growth. Demonstrates exceptional operations management and interpersonal skills to ensure long-term client satisfaction.
Overview
7
7
years of professional experience
Work History
Customer Success Manager
AfterShip
Noida
08.2023 - 10.2024
- Accelerated high levels of customer satisfaction and retention through exceptional communication and proactive problem resolution.
- Assigned a diverse portfolio of more than 94 customer accounts in Enterprise and Mid-Market, managing assets worth $2.2 million ARR, with a retention rate of 95%.
- Achieved 105% NRR (110% to goal).
- Facilitated seamless identification of upselling and cross-selling opportunities.
- Guided customers through onboarding, implementation, adoption, expansion, renewal, and growth phases to ensure long-term value.
- Conducted routine check-ins, provided timely support, and structured monthly and quarterly business reviews (QBRs).
- Collaboration with cross-functional teams to align on customer goals, and strategic goals.
- Foster enduring customer relationships, effectively reducing churn rates.
- Established credibility as a trusted advisor, driving product adoption toward specified business success targets.
Senior Analyst - Customer Success Ops
Lucid LLC (Cint Group)
Gurugram
10.2019 - 07.2023
- Managed a portfolio of over 40 accounts, delivering an outstanding 92% customer retention rate, while streamlining workflows through the implementation and optimization of customer success operations.
- Tailored interventions for at-risk accounts, using customer health metrics, resulted in the retention of 95% of accounts and effectively reversed potential churn through data-driven operational strategies.
- Delivered effective software-as-a-service solutions to executive-level clients, ensuring comprehensive onboarding, driving robust product adoption, and standardizing processes for a seamless customer experience.
- Collaborated closely with sales and integration teams to tailor solutions, thereby enhancing product capabilities through API integrations and aligning customer success operations with broader company objectives.
- Conducted structured weekly, monthly check-ins, and quarterly business reviews (QBRs) to affirm customer satisfaction and foster relationship development, strengthening client partnerships, and leveraging operational insights to continually improve customer engagement strategies.
- Survey sample, questionnaire and design, trust and safety, and quality initiatives.
- Program management, running, and managing quality programs to improve and increase quality data.
Senior Market Research Analyst
Isource Group
Noida
10.2017 - 09.2019
- Responsible for lead generation for IT sales and research for client leverage, product propositions by collecting market data and evaluating information from diverse market sources.
- Analyzing internal and external data sources, nurturing new client relationships for top IT OEM organizations, and identifying and making connections with new prospective clients (C-suite level).
- Gathering data on consumers and competitors' marketplaces, and consolidating information into actionable items in research reports and business analysis.
- Competitor analysis to highlight products and service features, with a go-to-market strategy (GTM).
- Internet research, business contacts research, CRM management.
- Fetch relevant companies from target industry verticals daily using ZoomInfo, LinkedIn Sales Navigator, and Hoovers, also by performing secondary research.
- Projects: AWS Cloud, Autodesk.
Education
Master of Business Administration (M.B.A.) - Marketing
Gyan Ganga Institute of Technology & Science
06.2016
Bachelor of Commerce (B.COM) -
St. Aloysius College
05.2014
Skills
- Customer Onboarding Process
- Account management
- Churn reduction
- Data analysis
- Customer advocacy
- Research and due diligence
- Operations management
- Quality control
- Report analysis
- Pipeline development
- Customer relations
- Revenue growth
- Customer retention
Tools
- Salesforce
- Hubspot
- Figma
- Zapier
- Power BI
- Jira
- Notion
- Confluence
Timeline
Customer Success Manager
AfterShip
08.2023 - 10.2024
Senior Analyst - Customer Success Ops
Lucid LLC (Cint Group)
10.2019 - 07.2023
Senior Market Research Analyst
Isource Group
10.2017 - 09.2019
Master of Business Administration (M.B.A.) - Marketing
Gyan Ganga Institute of Technology & Science
Bachelor of Commerce (B.COM) -
St. Aloysius College
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