Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
Lucy Chatterjee

Lucy Chatterjee

Mumbai

Summary

Accomplished customer-centric Marketing and Success Manager with 14 years of experience in CPaaS and SaaS industries. Specializing in driving user engagement, retention, and growth for enterprise and mid-market accounts. Demonstrated expertise in executing lifecycle marketing campaigns, improving customer health scores, and reducing churn through targeted onboarding, education, and advocacy initiatives. Proficient in aligning marketing, product, and success teams to deliver scalable solutions, increase feature adoption, and enhance customer lifetime value using tools like Salesforce, HubSpot, MailChimp, and SendGrid to optimize performance across digital channels.

Overview

15
15
years of professional experience

Work History

Customer Retention Manager

Netcore Cloud
09.2023 - Current
  • Served as the primary post-sales point of contact for customers using Netcore’s CPaaS solutions, including SMS, email, RCS, and WhatsApp communication APIs.
  • Ensured smooth customer onboarding by aligning technical requirements, configuring messaging solutions, and supporting API integrations.
  • Managed customer relationships to drive product adoption, usage growth, and overall satisfaction through strategic account management.
  • Provided hands-on support and product training to clients, enabling them to effectively use Netcore’s CPaaS platform for marketing, transactional, and engagement communications.
  • Monitored key performance indicators (KPIs), usage patterns, and delivery metrics to identify issues, optimize performance, and prevent churn.
  • Collaborated with product and tech teams to escalate bugs, suggest enhancements, and relay customer feedback for continuous improvement.
  • Conducted regular check-ins and business reviews to align Netcore’s solutions with client goals, ensuring measurable ROI and long-term retention.
  • Drove upsell opportunities by identifying additional use cases and presenting new CPaaS features and solutions.

Customer Success Partner

Infobip India
08.2022 - 09.2023
  • Handling cPasS and SaaS enterprise clientele across India
  • Individual contributor role in regional structure with direct reporting towards CSM Lead.
  • Responsibilities include building relationship, understanding customer business, ensuring customer satisfaction, retention and helping them grow with Infobip services.
  • Solely responsible for all communicational, operative and administrative tasks related to customer.
  • Ensure growth of assigned customers (achieved revenue / gross profit growth on assigned customers)
  • Customer retention (prevented churn of customers, prevented churn of revenue/gross profit, new use cases, customer health score, new channels)
  • Ensure customer satisfaction (customer feedback, escalations from customer side Ensure proper setup for assigned customers (traffic flow, margin, prevented minuses of GP)
  • Ensure smooth service for customers (identified/unidentified issues, number of tickets to Enterprise support, escalations from customer side, time to resolve the problem)
  • Cooperate with internal stakeholders in bringing best value to customers (stakeholders' feedback)
  • Cross sell of services and products
  • Monitoring Customer Health Score metrics and taking actions to improve them, identifying possible issues with customers
  • RFP and pricing negotiations
  • Opportunity discovery (use cases\products)
  • CRM's data cleaning and updating
  • Handling escalations about due payments
  • Route and billing setup\Account and Route Adjustments
  • Sender registration
  • Traffic monitoring (drop\increases)
  • Dispatching issues to Core Network Team, Enterprise Support
  • Check Message Details, and Traffic Statuses on Superuser
  • Minus GP and price changes monitoring

Assistant Manager

IceWarp Technologies Pvt Ltd
02.2020 - 08.2022
  • Implemented culture change, Inter-departmental Integration & establishing facilitations
  • Customer Relationship Management
  • Building and maintaining profitable relationships with key customers.
  • Overseeing the relationship with customers handled by the team
  • Resolving customer complaints quickly and efficiently.
  • Keeping customers updated on the latest products in order to increase sales.
  • Meeting with managers in the organization to plan strategically.
  • Expanding the customer base by upselling and cross-selling.
  • Understanding key customer individual needs and addressing these.
  • Conducting business reviews using CRM programs.
  • Knowing the competition and strategizing accordingly

Marketing & Channel Relationship Executive

IceWarp Technologies Pvt Ltd
02.2018 - 02.2020
  • Planning, designing & executing marketing activities
  • Prepared reports detailing project updates, performance information and ongoing trends.
  • Set up multimedia presentations for use in meetings with key stakeholders and senior management.
  • Developed ads targeting specific users for key promotions.
  • Coordinated with vendors to develop support materials for campaigns.
  • Provided administrative support to senior staff including creating proposals and organizing documentation.
  • Initiated market research studies and analysed findings.
  • Developed and managed communications strategies, plans and budgets.
  • Analysed third-party data and investigated new growth opportunities.
  • Established and maintained external communications calendar, and managed scheduled assignments.
  • Coordinated with internal business divisions, agency partners and local vendors to guarantee on time, cost-effective delivery of all marketing communications materials.
  • Applied sales forecasting techniques and strategic planning to verify sales and profitability of products, lines and services.
  • Planned and launched innovative, creative and effective communications campaigns, such as product featured EDM, which resulted in high interest of customer.
  • Worked with the communications team to drive internal promotion of company programs, initiatives, guiding principles and mission.
  • Entered and assigned new leads using CRM tools.
  • Developed and deepened relationships with key customers & partners by closely monitoring projects, providing information and resolving concerns.
  • Collaborated with designers and the editorial team on marketing materials.
  • Coordinated trade shows, media buying and planning, sales promotions and direct mail campaigns with agency.
  • Developed and implemented campaigns for email, online advertising, search engines and direct mail.
  • Communicated marketing teams' plans and accomplishments to verify alignment with senior management objectives.
  • Contributed ideas to concept development, strategic planning and business operations.
  • Defined and tracked campaign effectiveness and adjusted strategies accordingly.
  • Devised email strategies, including segmenting strategies, welcome email auto respondents and training drip campaigns

Customer Marketing Associate

Asus India Pvt. Ltd
10.2014 - 02.2018
  • Developed and executed customer-centric marketing campaigns to drive product adoption, engagement, and loyalty across consumer and B2B segments.
  • Coordinated with sales, product, and retail teams to align marketing strategies with business objectives and channel requirements.
  • Led go-to-market (GTM) initiatives for new product launches, including messaging, positioning, and promotional activities.
  • Analyzed customer insights, market trends, and competitive benchmarks to refine campaign strategies and target key segments.
  • Managed end-to-end execution of digital campaigns (email, social, influencer partnerships), increasing customer engagement by 30%.
  • Collaborated with global marketing teams to localize content and ensure brand consistency across touchpoints.
  • Designed and launched loyalty programs and referral initiatives, contributing to a 20% increase in repeat purchases.
  • Tracked KPIs such as customer acquisition cost (CAC), retention rate, and campaign ROI to measure performance and optimize future efforts.

Marketing Executive

OMCI Shipmanagement Pvt. Ltd
10.2012 - 08.2014
  • Designing & execution of marketing activities

Personal Banker

HDFC Bank
10.2010 - 09.2012
  • Handled 500+ HNI client, assisted the clients with financial services & products

Education

BBA -

MIT School of Management
Pune
03.2008

MBA -

MIT School of Business
Pune
01.2010

PGDIB -

MIT
Pune
01.2010

Skills

  • Retention strategies
  • Customer segmentation
  • Negotiation
  • Excellent communication skills
  • Management Skills
  • Database Management
  • Document Management
  • Email Writing
  • Stress Management
  • Lead Management & Analysis
  • Team Management
  • Market Research
  • Special Events Planning
  • Customer Loyalty
  • Strong Time Management
  • Crisis Communication

Accomplishments

  • Recognized under Top 10 performing Personal Banker in FY 11-12 in HDFC
  • Recognized for achieving 100% target in FY 15-16 & FY 16-17 in Asus
  • Promoted with new department in FY 20-21 in IceWarp Technologies Pvt. Ltd

Timeline

Customer Retention Manager

Netcore Cloud
09.2023 - Current

Customer Success Partner

Infobip India
08.2022 - 09.2023

Assistant Manager

IceWarp Technologies Pvt Ltd
02.2020 - 08.2022

Marketing & Channel Relationship Executive

IceWarp Technologies Pvt Ltd
02.2018 - 02.2020

Customer Marketing Associate

Asus India Pvt. Ltd
10.2014 - 02.2018

Marketing Executive

OMCI Shipmanagement Pvt. Ltd
10.2012 - 08.2014

Personal Banker

HDFC Bank
10.2010 - 09.2012

BBA -

MIT School of Management

MBA -

MIT School of Business

PGDIB -

MIT

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Lucy Chatterjee