Summary
Overview
Work History
Education
Skills
Timeline
Generic

Manvendra Suyal

Customer Success Strategist
Gurugram

Summary

Experienced Customer Success Strategist with 7+ years in B2B SaaS. Expertise in managing client lifecycle, increasing product adoption, identifying upselling opportunities, and cultivating customer loyalty. Proficient in data-driven strategies and collaborating with teams to deliver exceptional customer experiences and achieve key business goals.



Overview

9
9
years of professional experience

Work History

Deputy Manager, Customer Success

Meritto (Formerly NoPaperForms)
08.2024 - Current
  • Managed a portfolio of high-value clients, ensuring seamless service delivery and contributing over 1.5 cr in ARR
  • Achieved over 100% NRR by enhancing engagement strategies and delivering customised outcome-focused solutions
  • Increased average contract deal size by 20% through consultative upselling, crossselling, and data-driven strategies
  • Maintained a customer churn rate below 5% by strengthening customer relationships through regular on-site visit, proactive product concern resolution, and growth-focused strategy sessions
  • Monitored a team of 5 CSMs overseeing 50+ client accounts across the CentralNorth region, collectively valued at 6cr in ARR, ensuring consistent execution, client retention, and satisfaction
  • Opened a and heading a regional office to deepen client understanding, strengthen portfolio management, and support the growth team in acquiring new business and winning back churned accounts.

Associate Manager

Meritto (Formerly NoPaperForms)
08.2023 - 07.2024
  • Managed SMB accounts, driving retention, growth, and a 15% YoY revenue increase through proactive, value-led engagement.
  • Boosted product adoption for at-risk clients via regular consultancy, in-person support, and tailored success planning.
  • Partnered with the Product team to align product releases with client needs, improving adoption and satisfaction.
  • Identified upselling opportunities, enhancing MoU value and account health.
  • Built strong client relationships through transparent communication and consistent delivery.
  • Launched a Client Adoption Tracker to streamline renewals, manage portfolios, and track upsell pipelines.
  • Enabled accurate forecasting by aligning revenue projections with quarterly targets.
  • Consistently exceeded 100% QoQ targets, contributing to predictable revenue growth.

Senior Product Consultant

Meritto (Formerly NoPaperForms)
04.2022 - 07.2023
  • Orchestrated expansion strategies for priority SMB accounts, successfully breaking into mid-market segments and driving a 32% increase in Annual Contract Value.
  • Collaborated with the Business Development team to onboard 3 new high-value clients.
  • Successfully won back a churned client with a multi-year deal, resulting in a 20% increase in Annual Contract Value than previous MoU value.
  • Conducted regular internal training sessions on new product released to ensure cross-functional alignment and readiness.
  • Spearheaded client meetings, including in-person strategy sessions, Quarterly Business Reviews (QBRs), and Internal Client Reviews(ICRs) to improve clients business performance.
  • Developed tailored growth strategies for clients, enabling their expansion and maximizing product value realisation.
  • Consistently achieved 100% of quarterly targets, demonstrating strong ownership and performance excellence.

Account Manager, Customer Success

Extraaedge Technologies Pvt LTd.
02.2020 - 03.2022
  • Managed a portfolio of 25 client accounts across India, ensuring seamless communication and service delivery, contributing ₹50 lakhs in annual revenue.
  • Achieved maximum client renewals and consistently met 100% of target collections, ensuring sustained revenue growth.
  • Decreased customer churn to 15% through personalized account management and proactive engagement.
  • Maintained a CSAT Score of 8.9 out of 10 throughout the year.

Customer Retention Specialist - International

BYJU's
04.2017 - 01.2019
  • Increased customer retention by 30% through the implementation of personalised engagement strategies.
  • Generated $216K in annual revenue by managing existing client relationships, developing growth-oriented strategies.
  • Handled a portfolio of 50 international clients, each generating an average revenue of $18K USD monthly.
  • Managed a team of 5 retention specialists, driving customer retention strategies, improving service delivery, and achieving a significant reduction in churn rates.
  • During the company's transition from e-commerce to a service-based model, increased profit margins to 30% and achieved a 90% client retention rate throughout the process.

Business Development Associate

Vedantu Innovations Pvt Ltd.
01.2016 - 12.2016
  • Developed and implemented strategic initiatives to enhance business development, focusing on scalable growth opportunities.
  • Proactively identified and capitalized on high-value business opportunities to expand Byju's reach and market presence.
  • Increased new business revenue by executing targeted client acquisition strategies, contributing to business growth.
  • Consistently achieved 100% of monthly targets, demonstrating strong sales performance and goal alignment.
  • Conducted the NIE Think and Learn Challenge, collected actionable data, and successfully converted 30% of leads into active customers.

Education

Bachelor in Technology - Computational Science

Uttarakhand Technical University
Dehradun
04.2001 -

XII - PCM

Amtul Public School
Nainital, India
04.2001 -

Skills

  • Customer Relationship Management
  • Product Training & Education
  • Onboarding & Implementation
  • Renewals & Upselling
  • Cross-Functional Collaboration

Timeline

Deputy Manager, Customer Success

Meritto (Formerly NoPaperForms)
08.2024 - Current

Associate Manager

Meritto (Formerly NoPaperForms)
08.2023 - 07.2024

Senior Product Consultant

Meritto (Formerly NoPaperForms)
04.2022 - 07.2023

Account Manager, Customer Success

Extraaedge Technologies Pvt LTd.
02.2020 - 03.2022

Customer Retention Specialist - International

BYJU's
04.2017 - 01.2019

Business Development Associate

Vedantu Innovations Pvt Ltd.
01.2016 - 12.2016

Bachelor in Technology - Computational Science

Uttarakhand Technical University
04.2001 -

XII - PCM

Amtul Public School
04.2001 -
Manvendra SuyalCustomer Success Strategist