Kanishka Dey
Bangalore
Summary
Energetic and passionate Customer Success Manager with 4 years of experience in B2B SaaS, Onboarding, Project Management, and Account Management across India and EMEA regions. Skilled in building strong relationships, driving successful onboarding, and delivering exceptional customer journeys. I am a problem solver and love to identify and address challenges, leading to reduced churn and consistent growth in the portfolio.
Overview
4
4
years of professional experience
Work History
Operations Associate (Customer Success)
Rigi (Azalp Techologies Pvt. Ltd.)
Bengaluru, Karnataka
02.2024 - Current
- Founding Onboarding & Key Account Management Specialist for managing business coaches at Rigi.
- Managed the onboarding process for 60+ new creators, and successfully launched 115 key accounts.
- Developed detailed project plans, including tasks, timelines, and dependencies, and communicated updates via calls, WhatsApp, and emails.
- Coordinated with internal and external stakeholders to ensure successful project completion and go-live.
- Monitored project setup, data migration, and issue resolution, proactively addressing roadblocks.
- Served as a trusted advisor post-Go Live, tracking usage, conducting regular catch-ups, and simplifying creators’ business processes.
- Collaborated with sales, marketing, tech, and product teams to gather feedback and improve product and service offerings.
- Identified upselling opportunities for additional Rigi services to existing clients.
- Managed client invoices in coordination with the Finance team, and drove renewals and expansions.
- Conducted NPS surveys to measure customer satisfaction and loyalty, providing regular reports to senior management.
- Handled key account relationships with prominent business coaches, including Sharan Hegde (1% Club), Karishma Mehta (Humans of Bombay), Dinaz Wellness & Fitness, Grow Data Skills, and others.
Customer Success Manager
Aerchain
Bengaluru, Karnataka
06.2023 - 02.2024
- Oversee the onboarding, adoption, retention, and advocacy phases to ensure a seamless experience for clients from initiation to long-term engagement.
- Develop and maintain detailed project plans, outlining tasks, timelines, and dependencies, and ensure milestones are met through proactive communication with internal teams.
- Work closely with Sales, Product, and Engineering teams to ensure customer success and align efforts with client objectives.
- Track project progress, identify potential roadblocks, and resolve any issues impacting timelines or customer satisfaction.
- Provide daily status updates and manage expectations through clear and concise email communication, ensuring all stakeholders are aligned.
- Conduct training sessions to ensure clients understand the product and can effectively apply it to their specific business use cases, supporting a smooth product go-live.
- Act as a trusted advisor post-launch by monitoring product usage, conducting regular check-in meetings, and simplifying the user experience to ensure ongoing adoption.
- Proactively identify upselling opportunities and work with the sales team to offer additional services, contributing to customer growth.
- Conduct NPS surveys to measure satisfaction, identify improvement areas, and develop actionable plans to maintain high customer health.
- Ensure timely renewals by initiating communication regarding billing cycles, addressing any client concerns, and confirming contract extensions prior to the end of the billing period.
Customer Success Associate
Sell.Do (K2V2 Technologies Pvt. Ltd.)
Pune, Maharashtra
03.2021 - 06.2023
- Onboard new clients in the Real Estate sector across India and the Middle East. Customize and implement CRM systems according to each client’s specific requirements.
- Take ownership of client issues, coordinating internal and external communication to provide timely and meaningful feedback, ensuring 100% customer satisfaction.
- Ensure the setup process is on track by following up daily with clients via calls and emails. Maintain close communication with clients to track progress, and resolve any issues promptly.
- Manage all licensing and onboarding documentation for clients throughout the onboarding process.
- After successful setup, provide training to clients on using the CRM, addressing any questions or concerns to ensure smooth adoption.
- Post-onboarding, follow up with clients daily to resolve any queries and assess the potential for deeper product adoption.
- When new requirements arise post-onboarding, gather detailed client needs and collaborate with the tech team to assess feasibility and implement successful customizations both during onboarding and post onboarding period.
- Monitor client retention and churn rates. Submit regular reports on renewals and work proactively to ensure clients renew their subscriptions on time.
- Conduct quarterly feedback sessions with clients. Based on client feedback, led the initiative to introduce a new module, "POST SALES", in Sell.Do, which added significant value for many Enterprise clients.
- Successfully managed a portfolio of prestigious clients across India and the Middle East, including Casagrande, Puravankara, Aparna Housing, Swoparnika, Mani Group, Amonora, Mantra Properties, Dre Homes, Evernest Real Estate, and Hamptons International.
Education
PGDM - Marketing Management
Pune Institute of Business Management
Pune, Maharashtra07-2021
B.Com Honours - Accounting And Finance
Prafulla Chandra College
Kolkata, West Bengal07-2018
Skills
- Customer Journey Management
- Project Management
- Training and Enablement
- Customer Engagement
- Upselling and renewals
- Basics of MS Office
- Communication
- Time management
- Teamwork
- Complex Problem Solving
Tools
- JIRA
- LogDNA
- ClickUp
- Rocketlane
- Postman
Accomplishments
- Spotlight Award Q3 - October 2021 (Sell.Do) EXCEL Category
- Spotlight Award Q2 - July 2022 (Sell.Do) EVOLVE Category
Languages
Bengali
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Timeline
Operations Associate (Customer Success)
Rigi (Azalp Techologies Pvt. Ltd.)
02.2024 - Current
Customer Success Manager
Aerchain
06.2023 - 02.2024
Customer Success Associate
Sell.Do (K2V2 Technologies Pvt. Ltd.)
03.2021 - 06.2023
PGDM - Marketing Management
Pune Institute of Business Management
B.Com Honours - Accounting And Finance
Prafulla Chandra College
Similar Profiles
Shweta GoenkaShweta Goenka
Assistant Finance Manager at Rigi-Azalp Technologies Private LimitedAssistant Finance Manager at Rigi-Azalp Technologies Private Limited
Gurpal SinghGurpal Singh
Business Development Manager at RigiBusiness Development Manager at Rigi
Manoj SManoj S
Software Developer at Zlendo Techologies Pvt LtdSoftware Developer at Zlendo Techologies Pvt Ltd