Harshita
Senior Sales Manager | Customer Success
Navi Mumbai
Summary
Results-oriented sales and marketing professional with 4.5+ years of experience in driving revenue growth, onboarding high-value clients, and leading strategic sales initiatives, managing client relationships, delivering post-sale value, and increasing retention and revenue. Proven track record of owning customer lifecycles, collaborating cross-functionally, and driving upsell/cross-sell growth through a consultative approach. Adept at turning customer insights into product innovation and success plans. Strong background in B2B/B2C account management, stakeholder alignment, and data-driven customer engagement strategies.
Overview
9
9
years of professional experience
Work History
Customer Success & Business Development (Freelance)
Scarlett Builders and Developers
02.2024 - Current
- Owned the end-to-end customer journey—from onboarding to post-sale relationship nurturing—for high-value real estate clients.
- Built and maintained key stakeholder relationships, improving referral business by 25%.
- Delivered customized property and financing solutions to align with client needs, increasing retention rate by 40%.
- Implemented a customer health score system and feedback loop to identify churn risks and proactively resolve issues.
- Aligned closely with legal, marketing, and operations teams to ensure product delivery met client expectations.
- Created upsell strategies and drove marketing campaigns that increased repeat business by 30%.
Senior Sales Manager
IDFC FIRST Bank Ltd
10.2020 - 09.2023
- Managed strategic corporate relationships with 300+ NTB clients, achieving 92% product adoption in under 6 months.
- Acted as the central point of contact for onboarding, relationship management, escalation resolution, and cross-functional collaboration.
- Delivered two consecutive Best Performer awards for exceptional results in customer acquisition, credit card penetration, and home loan cross-sell.
- Played a lead role in the launch of the “Future First Program” by collaborating with product and marketing teams.
- Increased corporate wallet share by 60% through tailored financial product strategies and relationship nurturing.
- Used Salesforce, SQL basics, and Power BI to track client success metrics and deliver data-driven insights to product teams.
- Trained and mentored 6 junior executives in customer-first practices and CRM handling.
Sales & Marketing Intern
EazyDiner Pvt. Ltd
02.2019 - 05.2019
- Developed targeted acquisition strategies and marketing campaigns, increasing customer engagement by 15%.
- Conducted detailed competitive analysis and customer preference research to improve service personalization and retention.
- Collaborated with the product team to refine positioning and customer messaging across platforms.
Research Intern
INMAS, DRDO
01.2017 - 06.2017
- Conducted preclinical research and data documentation aligned with safety and efficacy of product development.
- Contributed to successful data reporting and internal publication of early-stage organogel research.
Education
MBA - Marketing
ICFAI Business School
01.2020
B.Tech - Biotechnology
SHUATS
01.2017
Skills
Customer Success Strategy, Client Retention, Upselling & Cross-Selling, Stakeholder Management, Onboarding & Implementation, Customer Health Scoring, Account Growth, Feedback Loops, CRM Product Adoption, B2B & B2C Account Handling, Customer Journey Mapping, Cross-Functional Alignment, Data Analysis, SaaS Tools, Relationship Building, KPI Monitoring, Escalation Management, Customer Insights
Salesforce, Microsoft Office Suite, SQL (Basic), Power BI (Basic), Google Ads, Meta Business Suite, Excel, Canva
Timeline
Customer Success & Business Development (Freelance)
Scarlett Builders and Developers
02.2024 - Current
Senior Sales Manager
IDFC FIRST Bank Ltd
10.2020 - 09.2023
Sales & Marketing Intern
EazyDiner Pvt. Ltd
02.2019 - 05.2019
Research Intern
INMAS, DRDO
01.2017 - 06.2017
B.Tech - Biotechnology
SHUATS
MBA - Marketing
ICFAI Business School