ISHA MAHAR
Noida
Summary
Experienced customer success leader with over a decade of experience in driving customer advocacy and product adoption in SaaS settings. Skilled in managing the entire customer lifecycle, from onboarding to retention, with a focus on maximizing customer value to drive company growth. Passionate about using expertise to improve customer satisfaction and drive business success.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Team Lead Customer Success (APAC)
Brevo (formerly Known as Sendinblue)
01.2025 - Current
- Led customer success across APAC, driving 20% YoY revenue growth and 25% increase in engagement through strategic planning
- Reduced churn by 30% via proactive risk mitigation and improved client alignment using Planhat
- Improved onboarding efficiency by 35%, accelerating product adoption and reducing time-to-value
- Increased Net Promoter Score (NPS) by 15 points through personalized communication strategies
- Delivered Joint Success Plans, QBRs, and EBRs, ensuring transparency and alignment with key accounts
- Reported key KPIs (growth, retention, CSAT) directly to leadership, influencing product and customer strategies
Senior Customer Success Manager
Brevo (formerly known as Sendinblue)
01.2023 - 12.2024
- Driving client success through KPI establishment, strategic guidance, cross-functional collaboration, and client-centric advocacy that enhanced product and service performance metrics.
- Defined and implemented customer success KPIs to drive product adoption, reduce churn, and align cross-functional teams.
- Drove client success through strategic guidance and collaboration with Product, Sales, and Support, improving service performance metrics.
- Cultivated strategic client relationships to influence the product roadmap and enhance the overall customer experience.
- Acted as a customer advocate, ensuring internal responsiveness and continuous improvement in customer satisfaction.
- Boosted product adoption by 25% by implementing strategic onboarding workflows and targeted customer training.
- Reduced churn 20% through early risk identification and customized retention interventions.
- Improved customer satisfaction scores (CSAT) by advocating product enhancements based on direct customer feedback.
Customer Success Manager
Brevo (formerly known as Sendinblue)
01.2020 - 12.2023
- Managed end-to-end client lifecycle, resulting in a 20% increase in product adoption and 15% growth in upsell revenue
- Increased customer retention by 18% through proactive engagement and personalized support
- Delivered targeted demos and training, improving platform utilization by 25%
- Collaborated with product and tech teams to resolve complex issues, reducing churn risk by 30%
- Enhanced customer satisfaction (CSAT) by 20% through efficient issue resolution and feedback-driven improvements
- Contributed to product development by translating customer feedback into actionable insights
Key Account Manager
Brevo (formerly known as Sendinblue)
12.2016 - 12.2019
- Managed global key accounts, improving service delivery and customer success outcomes across regions
- Boosted CSAT scores by 18% by streamlining support protocols and resolution workflows
- Reduced average resolution time by 35% through proactive escalation management and process optimization
- Increased product adoption by 25% via tailored API support and customer training initiatives
- Delivered training programs and supported integrations using Dogmatic and Salesforce, enhancing team efficiency by 20%
- Led cross-functional issue resolution efforts, driving faster response times and improved client satisfaction
Account Manager
Snapdeal
01.2015 - 11.2016
- 25% increase in GMV through targeted promotional strategies
- 30% improvement in seller performance via tailored onboarding programs
- 40% reduction in onboarding time, accelerating time-to-value
- 35% decrease in out-of-stock issues, driving consistent sales
- Hands-on experience with cross-functional teams for client-facing initiatives
Operations
WLC
01.2012 - 10.2014
- Oversaw operations and sales initiatives across a broad network, focusing on standardized processes, training, and inter-departmental collaboration to support strategic objectives and improve overall organizational performance.
- Oversaw sales and operations across 13+ campuses, standardizing SOPs and aligning regional execution.
- Conducted CRM, sales, and product training programs, significantly boosting team productivity.
- Implemented collaborative reporting systems to improve performance tracking and streamline issue resolution.
- Improved operational efficiency by standardizing processes across 13+ campuses, enabling stronger cross-functional collaboration.
- Upskilled regional teams through targeted CRM, sales, and product training, resulting in measurable performance gains.
- Streamlined performance tracking and service delivery through a robust collaboration and reporting system.
Education
B.Tech - Computer Science
Skills
- Customer Success Strategy & Execution
- Client Onboarding & Enablement
- Customer Retention & Churn Mitigation
- Strategic Account Management
- SaaS Product Adoption & Utilization
- Cross-Selling & Upselling Initiatives
- KPI & ROI Alignment
- Team Leadership & Coaching
- Proactive Risk & Renewal Management
- QBRs, EBRs & Executive Engagement
- CRM & Automation Tools (Planhat, Salesforce, PandaDoc)
- Cross-Functional Collaboration (Product, Marketing, Sales)
- Customer Advocacy & Voice of the Customer
- Data-Driven Decision Making & Reporting Customer Success
Certification
- Diversity, Anti-Discrimination & Anti-Harassment Training, Brevo, 2023
- Certificate of Accreditation - Mental Health First Aid, #MHFAIndia, 2023
- Certificate of Completion - Mental Health First Aid, #MHFAIndia, 2023
- Prioritization Training, Coaching Days, 2021
- Certified Customer Success Manager (CCSM - Level 1), SuccessHACKER, 2020
- World Class Customer Service Training, Dale Carnegie Training, 2018
Accomplishments
- Recognized as Highest Performer in Q4 2024 for exceeding targets, achieving 200% of MRR goal through strategic success planning and expansion initiatives.
- Honored with the Champion's Cap Award three times at Snapdeal for outstanding contribution to customer experience and collaboration excellence.
Languages
English
Hindi
Hobbies and Interests
- SaaS Networking
- Animal Welfare
- Mental Health Advocacy
- Solo Travel
Personal Information
- Title: CUSTOMER SUCCESS LEAD
- Date of Birth: 13-02-1990
Timeline
Team Lead Customer Success (APAC)
Brevo (formerly Known as Sendinblue)
01.2025 - Current
Senior Customer Success Manager
Brevo (formerly known as Sendinblue)
01.2023 - 12.2024
Customer Success Manager
Brevo (formerly known as Sendinblue)
01.2020 - 12.2023
Key Account Manager
Brevo (formerly known as Sendinblue)
12.2016 - 12.2019
Account Manager
Snapdeal
01.2015 - 11.2016
Operations
WLC
01.2012 - 10.2014
B.Tech - Computer Science
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