Leela Santosh Kumar
Customer Success Manager
Bengaluru,KA
Summary
Knowledgeable and performance-driven Customer Success Manager with 6 years of experience in managing multiple accounts, increasing sales and revenue, developing client on-boarding processes. Possess strong customer orientation, great communication skills, excellent problem-solving skills, and significant ability to successfully lead and manage a group of people.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
Work History
Partner Success Manager
Firework
Mumbai, Maharashtra
05.2022 - 12.2022
- Successfully onboarded and managed 15 clients in India, EMEA regions to Firework contributing to about $800K ARR
- Designed onboarding and adoption plan for customers and successfully implemented it.
- Achieved 100% retention rate by successfully renewing contracts for 5 customers.
- Managed Livestreams for clients having Live user base of about 5K customers.
- Analyzed weekly/monthly data and provided insights to customers to improve content Quality.
Customer Success Manager
MoEngage Inc
Bangalore, Karnataka
02.2020 - 05.2022
- Onboarding new customers, enabling services, product adoption, customer expansion and retention and Contract Renewals
- Handling portfolio of 4 enterprise accounts and 10 high-value clients across major verticals like E-commerce, travel, edTech etc in IMEA region with ARR of $1.2 Million
- Relationship building with Key Stakeholders and decision Makers and achieved net NPS ~9
- Drove upsell opportunities and increased ARR by 25%
- Developing success plans for customers that outline their critical success factors, KPIs for growth, and potential issues and provide recommendations
- Mentoring the team for impactful product demonstrations, drive technical insights, setup efficient processes for customer health checks & escalation management to achieve an overall CSAT of 80% & retention rate of 95%.
Senior Associate, Customer Success
Capillary Technologies
Bangalore, Karnataka
04.2018 - 01.2020
- Led and managed account team to ensure stable operations of services provided to client
- Handled Loyalty Solutions for Major retailers like Madura Group, Metro shoes
- Worked directly with Marketing Heads and stakeholders to understand their business strategies and help them take data driven decision to drive customer success
- Managed resources, facilitated internal co-ordination between multiple stake holders in order to deliver client expectations
- Responsible for onboarding of Enterprise Customers, project planning to execution within stipulated timelines
- Designing milestones and lifecycle campaign based on demographics of customers exhibiting similar transactional behavior to increase their visit, prevent them from churn and win-back lapsed customers
Associate, Customer Success
Capillary Technologies
Bangalore, Karnataka
05.2016 - 04.2018
- Establishing professional relationship with assigned SPOC from clients
- Closely observed response of customers responding in campaigns by applying A-B Testing methodology
- Tracking incremental revenue in lift and shift generated through campaign and its contribution towards total loyalty and overall sales
Education
B.E - Chemical Engineering
Birla Institute of Technology And Science
Goa 06.2012 - 05.2016
Intermediate, Board of Intermediate- AP -
Sri Chaitanya
Andhra Pradesh 05.2010 - 05.2012
Skills
Client Onboarding
Team Management
Project Management
Client Relations
Marketing Automation
Customer Relationship Management (CRM)
Up-sell & Renewals
Timeline
Partner Success Manager
Firework
05.2022 - 12.2022
Customer Success Manager
MoEngage Inc
02.2020 - 05.2022
Senior Associate, Customer Success
Capillary Technologies
04.2018 - 01.2020
Associate, Customer Success
Capillary Technologies
05.2016 - 04.2018
B.E - Chemical Engineering
Birla Institute of Technology And Science
06.2012 - 05.2016
Intermediate, Board of Intermediate- AP -
Sri Chaitanya
05.2010 - 05.2012
Awards & Recognitions
MoEngage Spot Award Q2 -2021
MoEngage Quarterly Performance Award - Q3, 2020
Awards & Recognitions
MoEngage Spot Award Q2 -2021
MoEngage Quarterly Performance Award - Q3, 2020