Mihir Nadkarni

As the Head – India West Key & Enterprise accounts,I lead a team of 11 CSMs managing a USD 14M portfolio across 85 enterprise accounts, contributing 22% of CleverTap’s revenue. Accountable for hiring, mentoring, and retention of book as well as CSMs reporting to me

• Revenue & Retention – Built and deployed a churn forecasting model, which enabled my team to execute 300 customized business reviews & 275 success plans (2024–25), achieving $300K average quarterly upsells, 93% ARR retention, 30% PAS growth, and 27% NPS growth.
• Advocacy & Engagement – Drove customer advocacy, securing 30+ G2 reviews and 15 case studies (Jan 2024–present).
• Onboarding Excellence – Designed and launched a structured onboarding & training program for new joiners, supported by a 5+ member core team,also involving coordination with four cross-functional teams including Sales, HR,Product and Engineering
• Process Automation – Created a CSV synthesizer agent for campaign performance tracking, cutting business review preparation time by 5 days (83%).

Managed 20 enterprise accounts with an average tenure of 2 years, delivering 75 business reviews and 60 success plans.

• Portfolio Growth & Retention – Expanded portfolio from USD 2.5M to USD 4M, protecting USD 300K in at-risk revenue.
• Customer Impact – Boosted NPS by 40% and PAS by 20% through targeted success planning and engagement initiatives.
• Key Logos – Handled strategic accounts including Dream11, Rapido, Kotak Bank, MPL, Ajio, UpGrad, Axis Bank, Zepto, Khatabook, and Indiabulls.
• Knowledge Leadership – Built a cross-industry repository of use cases in fintech, e-commerce, gaming, and OTT.

• Led customer acquisition, growth hacking, and onboarding, securing two key clients worth ₹50 lakhs; served as key account manager for prospect conversion and ongoing support.

• Worked in a global, multicultural team managing digital marketing and channel-based projects across 15 countries (APAC & Europe), driving business development, digital consulting, and vendor management to generate an average of USD 50K per quarter (2014–2018).

• Managed social media initiatives and ATL/BTL promotions for key products with a ₹15 lakh marketing budget, overseeing digital media strategy & execution, vendor management, and digital analytics.

• Executed customization of 50+ post-production support critical line items for 'Finacle Universal Banking Solutions' and front-end web application projects