JOSHUA LUCAS
SENIOR CUSTOMER SUCCESS MANAGER
Chennai
Summary
Proactive and results-oriented Customer Success leader with 10+ years’ experience across SaaS, AI/ML platforms, Martech, and digital solutions. Known for driving customer adoption, reducing churn, increasing lifetime value, and delivering measurable business outcomes. Skilled in stakeholder engagement, data-driven growth strategies, and complex integrations.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
Senior Customer Success Manager
CRAYON DATA
Chennai
04.2022 - Current
- Achieved 30%+ increase in customer retention through proactive risk mitigation and strategic QBRs
- Partnered with C-suite stakeholders to align success metrics with business objectives
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring
- Developed data-driven action plans to improve customer outcomes and experiences
- Crafted compelling case studies showcasing successful implementations that resulted in improved brand reputation among potential clients.
Customer Success Manager
DATAIKU
Chennai
06.2021 - 03.2022
- Led enablement initiatives for clients on Dataiku’s AI/ML platform across APAC
- Worked closely with technical teams to ensure successful implementation and onboarding within 30 - 45 days of the engagement
- Supported expansion and upsell motions by identifying use-case growth areas
- Achieved 95% account renewal rate with 65% upsells from existing accounts
Customer Success Manager
CHATLABS (FORMERLY CHATLY INC.)
Chennai
07.2018 - 05.2021
- Oversaw end-to-end customer lifecycle for global clients integrating with Salesforce Marketing and Service Cloud
- Spearheaded multiple product integration projects, resulting in 95% on-time delivery rate
- Drove 25% YoY increase in client NPS through improved onboarding and personalized support
Regional Sales Manager – Middle East
FRESHWORKS INC.
Chennai
02.2018 - 06.2018
- Led enterprise sales for Freshdesk suite of products, closing high-value deals (1M - 5M USD in ARR) across the Middle East
- Managed full sales cycle and built strategic customer relationships with focus on SaaS growth
- Managed team of 5 regional SDRs and consistently achieved high sales targets.
Account Manager – Web & OTT
VENTUNO TECHNOLOGIES
Chennai
04.2014 - 10.2017
- Managed large publishers and advertiser accounts, increasing partner retention by 40%
- Collaborated with product teams to refine OTT platform offerings and drive adoption
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
Marketing Associate
VEMBU TECHNOLOGIES
Chennai
04.2013 - 03.2014
- Executed content, social, and email marketing campaigns to support lead generation
- Boosted brand visibility by developing and executing targeted marketing campaigns.
- Enhanced social media presence with creative content and effective targeting.
Education
MBA -
Chennai Business School
Chennai 02.2012 - 03.2013
B.E. - Electronics & Communication Engineering
KCG College of Technology
Chennai 09.2007 - 05.2011
Skills
- Strategic Account Management
- Customer Journey Mapping
- Cross-Functional Collaboration
- Salesforce (Marketing/Service Cloud)
- Data-driven decision making
- Churn & Risk Mitigation
- Product Adoption & Value Realization
- Digital Transformation
- Stakeholder & C-Level Engagement
- Revenue Expansion & Upselling
- Negotiation
- Budget efficiency improvement
Websites
Certification
Salesforce Marketing Cloud Email Specialist
Clients
Novartis, Boeing, Morgan Stanley, GE Aviation, Citi, Disney HK, HDFC, Al Jazeera, India Today, Zee, GroupM, Dentsu Aegis
Timeline
Senior Customer Success Manager
CRAYON DATA
04.2022 - Current
Customer Success Manager
DATAIKU
06.2021 - 03.2022
Customer Success Manager
CHATLABS (FORMERLY CHATLY INC.)
07.2018 - 05.2021
Regional Sales Manager – Middle East
FRESHWORKS INC.
02.2018 - 06.2018
Account Manager – Web & OTT
VENTUNO TECHNOLOGIES
04.2014 - 10.2017
Marketing Associate
VEMBU TECHNOLOGIES
04.2013 - 03.2014
MBA -
Chennai Business School
02.2012 - 03.2013
B.E. - Electronics & Communication Engineering
KCG College of Technology
09.2007 - 05.2011
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