Kirat Antani
Bengaluru
Summary
Versatile and goal-oriented Customer Success leader with over 12 years of experience driving client satisfaction, revenue growth, and operational excellence in the Healthcare IT sector. Skilled in nurturing key accounts, spearheading high-impact projects, and leading cross-functional teams to exceed business objectives. Recognized for turning around at-risk clients, streamlining customer journeys, and championing innovative solutions that deliver measurable results. Eager to contribute my expertise to organizations that prioritize customer value, continuous improvement, and strategic growth.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Manager - Customer Success
HealthAsyst
04.2023 - Current
- Rejoined HealthAsyst to lead the go-live of the company’s largest client, managing an ARR exceeding $1M.
- Conducted multiple on-site visits across the US, engaging with senior leadership of major client accounts.
- Represented HealthAsyst at NACHC 2024 in San Francisco, showcasing advancements in Clinical Insights and AI solutions.
- Successfully retained a high-risk account, transforming it into a reference client and boosting brand credibility.
- Achieved consistent revenue targets while actively expanding the Customer Success team with new hires.
Community Manager
SaaS Insider
06.2021 - 11.2024
- Managed social media for SaaS Insider and coordinated with speakers for the events that were organized.
- Designed marketing materials for social media promotions
Lead - Customer Success
Freshworks
10.2022 - 04.2023
- Managed a diverse portfolio with a Monthly Recurring Revenue (MRR) of $100K across North American clients.
- Surpassed quarterly upsell targets by achieving 110%, ranking among the top 5 in the North American region.
- Designed and standardized the "Customer Success Plan" template, later adopted company-wide to enhance client engagement.
Customer Success Manager
HealthAsyst
03.2021 - 10.2022
- Directed high-value accounts with a total ARR exceeding $800K, ensuring end-to-end customer lifecycle management.
- Initiated product gap analyses and collaborated with development teams to enhance customer-centric solutions.
- Implemented Net Promoter Score (NPS) surveys, leading to actionable insights and improved client sentiment.
- Enhanced communication modules, resulting in a $150K monthly increase in usage-based revenue.
- Achieved a 0% churn rate through proactive engagement and strategic account interventions.
Lead - Customer Success (Strategic Accounts and Client relations)
eClinicalWorks
04.2019 - 02.2021
- Managed strategic accounts generating over $50K in monthly recurring revenue.
- Led a team of 10 account managers, overseeing a combined MRR of $1.2M.
- Introduced process optimizations that increased client satisfaction to 98% across a base of 700+ clients.
- Drove $100K in additional revenue by identifying upsell opportunities during market disruptions.
Process Mentor of Customer Success Team
eClinicalWorks
12.2017 - 04.2019
- Mentored teams on client management strategies, resulting in improved retention and upselling metrics.
- Developed leadership pipelines by coaching junior managers and conducting performance reviews.
Customer Success Manager (Strategic accounts)
eClinicalWorks
01.2016 - 12.2017
- Handled a client portfolio with a monthly value of $100K+, maintaining near-perfect client satisfaction rates.
- Drove cross-selling initiatives, increasing wallet share across key accounts.
Product Owner - MRT Pro
Advantmed
05.2014 - 01.2016
- Bridged communication between executive leadership and development teams to enhance product offerings.
- Led a mass deployment strategy for over 700 clients, ensuring a flawless rollout with 100% adoption.
- Conducted comprehensive business analyses to inform product roadmaps and operational strategies.
Team Coach
Advantmed
12.2013 - 01.2016
- Supervised a team of 7 in-house executives and coordinated with 40+ field agents in the US to meet retrieval targets.
- Enhanced operational workflows to improve daily performance metrics and client deliverables.
Education
Master of Business Administration (MBA) - Business Administration and Management, General
Sikkim University
01.2017
Bachelor's degree - Journalism
Sikkim Manipal University
01.2015
Skills
- Customer Lifecycle Management
- Customer Advocacy
- Client Onboarding & Profiling
- Upselling & Cross-Selling Strategies
- Revenue & Process Optimization
- Churn Management
- Team Leadership & Development
- Data-Driven Decision Making
- CRM Systems
- Customer Analytics
- Predictive Insights
- NPS Implementation
- Cross-Functional Collaboration
- Executive Stakeholder Engagement
About me in a Nutshell
Proud Father, Ghazal Connoisseur, Numbers Guy, Artist
Accomplishments
- Spearheaded a $1M ARR client go-live, reinforcing HealthAsyst’s market leadership.
- Retained and converted an at-risk client into a brand advocate, enhancing referral business.
- Increased monthly revenue by $150K through targeted product enhancements.
- Maintained 0% customer churn over a full fiscal year.
- Achieved 98% client satisfaction across a base of 700+ accounts through tailored engagement plans.
- Successfully led a mass deployment project impacting 700+ customers with complete adoption.
- Exceeded upsell targets consistently, contributing an additional $100K during challenging market periods.
Certification
- Train The Trainer
- Customer Analytics
- Certified Cyber Security Expert
- Lean Six Sigma Green Belt
- Lean Six Sigma Yellow Belt
Awards
eCW Rising Star
Languages
English
Bilingual or Proficient (C2)
Gujarati
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Professional Singer/Composer, Black Belt in Japanese Goju-Ryu, Storyteller
- Performed internationally and opened for AR Rahman.
- Gold Medal in Men's Black Belt open category Kumite at Afro-Asian Championship
Timeline
Manager - Customer Success
HealthAsyst
04.2023 - Current
Lead - Customer Success
Freshworks
10.2022 - 04.2023
Community Manager
SaaS Insider
06.2021 - 11.2024
Customer Success Manager
HealthAsyst
03.2021 - 10.2022
Lead - Customer Success (Strategic Accounts and Client relations)
eClinicalWorks
04.2019 - 02.2021
Process Mentor of Customer Success Team
eClinicalWorks
12.2017 - 04.2019
Customer Success Manager (Strategic accounts)
eClinicalWorks
01.2016 - 12.2017
Product Owner - MRT Pro
Advantmed
05.2014 - 01.2016
Team Coach
Advantmed
12.2013 - 01.2016
Bachelor's degree - Journalism
Sikkim Manipal University
Master of Business Administration (MBA) - Business Administration and Management, General
Sikkim University
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