Tony Thalackan

Own the end-to-end customer success lifecycle for a high-value SaaS portfolio, consistently achieving 110%+ of retention and growth targets.

Act as the primary point of contact for complex product issues, collaborating with engineering teams to provide rapid solutions and ensure platform stability.

Proactively identify gaps in client workflows and propose "reboot" solutions or product workarounds to align the platform with evolving business needs.

Standardized a structured EBR process for top-tier clients, increasing engagement by 25% and ensuring long-term partnership predictability.

Manage the success journey for 200+ accounts, maintaining a 90%+ renewal rate through proactive risk mitigation and value alignment.

Scaled a strategic partner channel, driving 3x portfolio growth in 12 months by deepening product integration and user stickiness.

Utilize Metabase and Salesforce to track health scores, triggering intervention campaigns to ensure clients achieve maximum ROI.

Spearheaded the implementation and onboarding phase for international EMEA clients, including Fortune 1000 firms and Investment Banks, ensuring rapid ROI.


Served as the primary Success Lead for a diverse portfolio, managing complex technical and operational escalations to maintain high CSAT and health scores.

Conducted tailored product training sessions and workshops for global stakeholders to maximize feature utilization and platform stickiness.

Partnered with Analyst, Finance, and Legal teams to remove journey barriers, ensuring a seamless transition from sales to active partnership.

Monitored user engagement metrics to identify at-risk global accounts, proactively delivering solutions to stabilize the partnership.

Anticipate customer challenges and provide solutions collaborating closely with Support, Operations, and Product teams to ensure success

Managed service delivery for corporate-partnered accounts, implementing environment enhancements to drive long-term institutional retention and NPS.

Oversaw the intake and conversion of corporate-referred leads, focusing on transitioning bulk trial memberships into long-term enterprise health contracts.

Led daily facility audits and B2B inventory management for medical and wellness essentials, ensuring high-standard professional environments for institutional clients.

Strategically managed practitioner and class schedules to maximize clinical facility utilization and ensure a seamless service journey for corporate groups.

Managed high-volume data validation and financial data processing for the Bloomberg terminal, ensuring 99%+ accuracy for global market data.

Investigated and resolved data discrepancies in real-time, acting as a technical liaison between internal data teams and external stakeholders.

Identified inefficiencies in data workflows and proposed enhancements that improved turnaround time for critical financial reporting.

Maintained overall safe work environment with employee training programs and enforcement of safety procedures.