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
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