Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Mayank Kr. Sahu

Summary

Strategic and results-oriented customer success leader with over 16 years of experience driving business performance, enhancing customer experience, and leading high-impact teams. Proven track record in implementing continuous improvement initiatives, optimizing client servicing operations, and managing cross-functional collaboration to exceed organizational objectives. Adept at leading large teams, developing future-ready managers, and fostering a culture of accountability, innovation, and customer advocacy.

Overview

16
16
years of professional experience
2
2
years of post-secondary education

Work History

Head of Client Success Team

Times Internet Ltd.
04.2019 - Current
  • Lead a high-performing client servicing team (India & International) focused on pre and post-sales support and strategic account growth.
  • Developed and executed continuous improvement plans aligned with OKRs and company goals.
  • Collaborated with cross-functional teams (sales, product, support) to drive customer success initiatives and revenue growth.
  • Spearheaded initiatives including media planning, Net Promoter Score (NPS) optimization, and retention planning.
  • Built and executed team workflows, performance monitoring systems, and training programs for succession planning.
  • Provided insights and strategic direction for upselling and client retention programs.

Regional Account Manager

Times Internet Ltd.
01.2016 - 03.2019
  • Managed the highest revenue-generating region (West) and handled top clients across performance campaigns.
  • Delivered customized campaign strategies using data-driven performance analysis and optimization.
  • Identified key growth accounts and implemented performance improvement plans.
  • Conducted client and internal training (100+ stakeholders), fostering adoption of native ad and self-serve solutions.
  • Collaborated with the product team to refine features and reporting dashboards.

Sr. Business Analyst II

Exponential Inc.
07.2011 - 01.2016
  • Led CM US team; mentored and trained team members for campaign management and optimization.
  • Delivered research, forecasting, and market intelligence for display, mobile, video, and RTB campaigns.
  • Used analytics tools (Pathmatics, Pixel9) for campaign insights and competitive benchmarking.
  • Partnered with product and design teams to launch and benchmark new ad experience features.

Manager – Client Servicing

Indiamart.com
02.2010 - 07.2011
  • Managed post-sales support and marketing solutions across Delhi NCR region.
  • Led sales tracking and customer engagement efforts.
  • Successfully increased customer satisfaction and retention through tailored client servicing.

Territory Manager

Kips Publishing World
07.2009 - 01.2010
  • Conducted workshops and built relationships with educators and school decision-makers.
  • Developed market presence and managed client database.

Education

MBA - Marketing & Sales

Amity Business School
Noida
01.2007 - 01.2009

Skills

  • Voice of Customer (VoC) Advocacy

  • Data-Driven Decision Making

  • Campaign Optimization

  • Cross-Functional Collaboration

  • Budgeting & Headcount Planning

  • OKR & KPI Management

  • Team Leadership & Development

  • Continuous Process Improvement

Customer Experience Strategy

Accomplishments

  • Awarded ‘Aspire' for outstanding performance (twice).
  • Increased revenue through self-serve platform adoption and training.
  • Reduced campaign under/over delivery rates to below 1%.
  • Designed and implemented A/B testing for product optimization (Exponential).
  • Rolled out process automation (Expotask) across multiple teams.
  • Recognized as “Employee of the Quarter” and received “Pillar of Success” award at Indiamart.com.

Timeline

Head of Client Success Team

Times Internet Ltd.
04.2019 - Current

Regional Account Manager

Times Internet Ltd.
01.2016 - 03.2019

Sr. Business Analyst II

Exponential Inc.
07.2011 - 01.2016

Manager – Client Servicing

Indiamart.com
02.2010 - 07.2011

Territory Manager

Kips Publishing World
07.2009 - 01.2010

MBA - Marketing & Sales

Amity Business School
01.2007 - 01.2009

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Mayank Kr. Sahu