Jira & Trello
Kaustubh Sinha
Customer Success Manager
Bengaluru
Summary
Results-driven Customer Success Manager with extensive experience in customer lifecycle management, product advocacy, and strategic engagement. Proven track record in enhancing customer relationships, optimizing processes, and driving revenue growth. Skilled in project management, stakeholder engagement, and team leadership. Committed to delivering exceptional value and fostering customer advocacy.
Overview
9
9
years of professional experience
8
8
Years SAAS experience
5
5
Years of experience in Customer success
Work History
Customer Success Manager
Kapture CX
Bengaluru
09.2022 - Current
- Responsible for overseeing the complete customer journey, from onboarding to subscription period, specifically for high-value enterprise accounts with an ARR of INR 75 lakhs and above across BFSI, D2C, Pharmacy & Service Industry verticals.
- Managing the complete account management show and ensuring a positive CSAT
- Driving product adoption, to maximize the benefits of Kapture Cx suite by aligning solutions with their unique business needs.
- Developed strong, value-based relationships with customers, conducted strategic business reviews(EBR &QBR).
- Identifying upselling and cross-selling opportunities to maximize the ARR. Attained a growth of 25% in the ARR in the past 6mon.
Key Account Manger- Client Success
Omnicuris Healthcare Pvt Ltd
Bengaluru
07.2020 - 09.2022
- Developed and executed intricate pharmaceutical project plans, overseeing dependencies and timelines while collaborating closely with key internal and external stakeholders.
- Lead the complete account management for clients stating from client onboarding, fostering strong relationships and facilitating project management discussions, while ensuring smooth adoption of processes and plans.
- Mentoring a team of three Account Managers, providing oversight for individual projects and ensuring their successful execution and delivery.
- Formulated and executed effective go-to-market plans for clients, leveraging various strategies to drive market success.
Trained teams to optimize service delivery in alignment with individual needs to boost customer satisfaction.
Business Development Manager
Tracxn
Bengaluru
11.2018 - 01.2020
- Partnered with Venture Capitalists and Fortune 500 firms, effectively articulating Tracxn's value proposition, driving remarkable 1.5x growth in the Middle East.
- Closed deals with assigned accounts, skillfully updating CRM systems, assessing customer needs, and aligning product pitches, ensuring successful project discussions.
- Focused on robust sales pipeline management, strategic stakeholder engagement, and meticulous account management, fostering growth and satisfaction.
Account Manager- Enterprise Accounts
Happay
Gurugram
10.2016 - 11.2017
- Successfully supervised Happay enterprise accounts, fostering continuous month-over-month (MoM) usage increases, boosting product adoption, and engaging customers effectively.
- Achieved an impressive 80%+ renewal rate, actively reducing churn, showcasing commitment to customer retention and satisfaction.
- Leveraged insights into customer usage for ROI optimization, identifying upselling and cross-selling opportunities, ensuring comprehensive customer success and revenue enhancement.
Account Management & BD Roles
Zing TLC, American Express & Times Internet
Bengaluru
04.2013 - 10.2017
- Demonstrated expertise in Affiliate Marketing, Strategic Partnerships, New Business Development, and Lead Generation across Banking, HR Technology, and Loyalty Programs in both B2B and B2C sectors.
- Proficiently executed Below-The-Line (BTL) campaigns to boost brand visibility and revenue, enhancing market presence through strategic marketing tactics.
- Established and nurtured relationships with Direct Sales Agencies (DSA), ensuring target achievement and implementing performance-driven compensation models for business growth and expansion.
Education
PGDM - Marketing & HR
SDMIMD
Mysuru 06.2011 - 03.2013
B.Com - Marketing & Advertising
Lucknow Christian College
Lucknow 07.2007 - 06.2010
Skills
Customer Lifecycle Management
undefinedAccomplishments
- Best Account Manager at Omnicuris FY 20-21 (07/2020 - 03/2021)
- Highest rated AM in the team of 10 AMs.
- Highest Upselling in AM team for 2 quarters (04/2021 - 09/2021) Extra Miller at Times Internet (01/2017 - 03/2017)
- Summer Internship project published in “Excerpts of Summer Internship 2012” a publication by SDMIMD
Software
MS Office Suite
Smart Task
Kapture Suite
Timeline
Customer Success Manager
Kapture CX
09.2022 - Current
Key Account Manger- Client Success
Omnicuris Healthcare Pvt Ltd
07.2020 - 09.2022
Business Development Manager
Tracxn
11.2018 - 01.2020
Account Manager- Enterprise Accounts
Happay
10.2016 - 11.2017
Account Management & BD Roles
Zing TLC, American Express & Times Internet
04.2013 - 10.2017
PGDM - Marketing & HR
SDMIMD
06.2011 - 03.2013
B.Com - Marketing & Advertising
Lucknow Christian College
07.2007 - 06.2010
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