Mohd Irfan

1) Regional Ownership & Business Impact:
• Heading Customer Success for South India, owning ARR, renewals, retention, expansion, and account health across a ₹18+ Cr ARR enterprise SaaS portfolio
• Managing large enterprise and strategic accounts, including Google, Amazon (all entities), Goldman Sachs, JP Morgan, TCS, Walmart Global Tech India, Uber, Salesforce, Meesho, MakeMyTrip etc
• Built strong CXO-level stakeholder relationships, acting as a trusted advisor and driving long-term customer value, loyalty, and advocacy

2) Retention, Renewals & Revenue Expansion:
• Delivered 94%+ Gross Revenue Retention (GRR) through proactive churn management, renewals forecasting, and escalation handling
• Achieved 112% Net Revenue Retention (NRR) via upsell, cross-sell, and account expansion strategies
• Generated ₹3.2 Cr+ expansion revenue using customer usage analytics, engagement insights, and hiring demand signals

3) Data-Driven Customer Success & Adoption:
• Implemented churn analysis, customer health scoring, engagement models, and early churn identification, reducing high-risk accounts by 25% QoQ
• Led Monthly Business Reviews (MBRs) to drive product adoption, ROI measurement, and roadmap alignment

4) Team Leadership, Hiring & Scale:
• Hired, onboarded, and scaled a team of 15+ E-CSMs/ CSMs/ Associates, defining KPIs, playbooks, and operating cadence
• Led a high-performing CS team, maintaining CSAT > 4.6/5 and a consistent enterprise customer experience
• Acted as the final escalation owner for high-impact enterprise accounts

5) Go-To-Market (GTM) & Cross-Functional Leadership:
• Contributed to GTM strategy, working closely with Sales, Product, Marketing, and Leadership on launches, positioning, and adoption
• Partnered with Sales on renewals, expansions, pipeline alignment, and forecasting accuracy

6) Customer Advocacy & Enablement:
• Drove customer advocacy with 15+ enterprise references, testimonials, and case studies
• Acted as CS SME for customers

• Prominent Customers Under My Portfolio: ABFRL, TATA Group, Dmart, Raymonds Group, VIP Bags, Ethos Watches, JMS, ALfardaan, Hyde Park etc

• Led a team of 4 CSMs managing 53 key accounts, achieving $51K MRR

• Increased user engagement by 38%, identifying monetization levers and upsell opportunities for 15% growth

• Reduced onboarding time by 33% through streamlined processes, aligning technical and business stakeholders

• Conducted comprehensive market and competitor research to define customer success strategies

• Built strategic relationships with C-suite executives to enhance customer retention, profitability and long term business partnerships

• Conducted MBRs and QBRs to evaluate progress and strategize client growth opportunities.

• Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for clients

• Developed targeted strategies using data insights to enhance client engagement.