Harshita Somanchi
Sr. Customer Success Manager
Bangalore
Summary
Dynamic and results-oriented Senior Customer Success Manager with over 7 years of progressive experience in the SaaS industry. Proven track record of driving customer satisfaction, retention, and revenue growth through strategic account management and exceptional client relationships. Skilled in leading cross-functional teams to deliver high-impact solutions tailored to meet customer needs. Adept at analyzing data to identify opportunities for improvement and implementing effective strategies to optimize customer success metrics. Strong communicator with a passion for delivering world-class customer experiences.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
Work History
Sr. Customer Success Manager
Webengage India
12.2023 - Current
- Maintained high levels of customer engagement and a 90% retention rate thorughout the year
- Prioritizing product adoption and 100% conversion from free trial to paid subscription model
- Coach customers to be product experts and train their teams on best practices so they become increasingly self-sufficient.
- Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
- Be responsible for upselling and renewals, and increase the revenue per customer.
- Implement and optimize cross-channel retention campaigns for the customers.
- Help drive customer references and case studies, and produce reports and presentations to explain insights and results to marketing professionals.
- Provide strong account management to existing clients, offering support and keeping them abreast of new products and services that could be of value to their business.
- Managed a team of 5 members including capacity planning based on geography, industry and skill sets effectively while being a part fo the escalation matrix.
Customer Success Manager
Webengage India
11.2022 - 12.2022
- Maintain high levels of customer engagement (including on-site meetings) with a focus on customer satisfaction and loyalty.
- Conduct usage and adoption reviews, and proactively suggest solutions to common customer challenges.
- Coach customers to be product experts and train their teams on best practices so they become increasingly self-sufficient.
- Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
- Be responsible for upselling and renewals, and increase the revenue per customer.
- Implement and optimise cross-channel retention campaigns for the customers.
- Help drive customer references and case studies, and produce reports and presentations to explain insights and results to marketing professionals.
- Provide strong account management to existing clients, offering support and keeping them abreast of new products and services that could be of value to their business.
Customer Success Manager
Credgenics
03.2022 - 11.2022
- Own the client journey from on-boarding to adoption, renewal, and growth
- Deliver and measure the ROI for each account
- Manage the product implementation in terms of milestones with resource and program tracking while, managing risks and escalations
- Track the engagement metrics and lead the account reviews seeking feedback and providing support at every touchpoint for optimum value delivery
- Collaborate with internal stakeholders across operations, sales, engineering, and product to ensure all queries are addressed in a timely manner
- Translate client feedback into positive impact on product development
- Improve the product adoption with greater client satisfaction
- Conduct engagement and training activities such as webinars, product demonstrations, etc
- Develop and maintain positive client relationships
- Create adoption benchmarks and forecasts based on business use cases.
Key Account Manager
Accentiv' India Pvt. Ltd.
08.2019 - 03.2022
- Managing loyalty program & CRM marketing, reward program to sustain and grow the business from existing clients
- Managing end to end programs operation, e.g
- Validation, invoicing, liaising with vendors
- Proactive thinking and client competition mapping
- Facilitate new customer acquisition preparing concept, presentation & execution
- Product Sales Analysis & Revenue Maximization
- Advice the clients on various Customer Loyalty and retention program
- Execution of customized brand visibility in coordination with external vendors and brand team
- Achievement of all commercial metrics with route to market strategy.
High-End Specialist
Anheuser-Busch InBev India
11.2017 - 04.2019
- Managing and ensuring Brand availability across Modern
- Developing regional level and national level plans for Terms of Trade with modern trade strategically with market data analysis
- Developing innovative and targeted collateral to support overall product branding objective
- Preparing insights on market share expansion strategy based on raw market data.
Senior Executive-Campaign Management
BeWo Technologies Pvt. Limited
06.2016 - 11.2017
- Designed execution plan for all campaign activities for partnered FMCG brands
- Developing construction progress measurement sheets for all major construction activities
- Collaborating with the Tech team, Logistics and sales team to push online campaigns for managed brands and Creating content based on target audience and creating attractive online campaigns to convert customers at the point of sale
- Evaluating and partnering with similar businesses for revenue generation
- Finding new vendors for technical integration of the product and providing inputs for its successful delivery
Education
Post Graduate Diploma in Marketing and Human Resource -
M.S. Ramaiah Institute of Management (AICTE)
Bangalore, India 06.2014 - 05.2016
Bachelor of Commerce - undefined
Wesley Degree College (Osmania University)
Hyderabad, Telangana 05.2011 - 05.2014
Senior Secondary (12th) - CBSE - undefined
Kendriya Vidyalaya-Picket
Hyderabad, Telangana 05.2010 - 05.2011
Higher Secondary (10th) - CBSE - undefined
Kendriya Vidyalaya-Picket
Hyderabad, Telangana 05.2008 - 05.2009
Skills
Growth Management
Stakeholder Mapping
Team Management
Strategic Thinking and Relationship management
Accomplishments
Have been awarded with "Quick Learner" at Credgenics for Completing my product training in 15 days.
Have been awarded "Anchor of the Team" Award for consistently supporting the team and helping in its growth.
Timeline
Sr. Customer Success Manager
Webengage India
12.2023 - Current
Customer Success Manager
Webengage India
11.2022 - 12.2022
Customer Success Manager
Credgenics
03.2022 - 11.2022
Key Account Manager
Accentiv' India Pvt. Ltd.
08.2019 - 03.2022
High-End Specialist
Anheuser-Busch InBev India
11.2017 - 04.2019
Senior Executive-Campaign Management
BeWo Technologies Pvt. Limited
06.2016 - 11.2017
Post Graduate Diploma in Marketing and Human Resource -
M.S. Ramaiah Institute of Management (AICTE)
06.2014 - 05.2016
Bachelor of Commerce - undefined
Wesley Degree College (Osmania University)
05.2011 - 05.2014
Senior Secondary (12th) - CBSE - undefined
Kendriya Vidyalaya-Picket
05.2010 - 05.2011
Higher Secondary (10th) - CBSE - undefined
Kendriya Vidyalaya-Picket
05.2008 - 05.2009