Mohit T Sharma

Customer Success, Account Management

Pune

Summary

Strategic Customer Success Leader with over 15 years of experience and an Executive MBA from NMIMS. Proven track record in managing large-scale portfolios with $12 million annual revenue and leading high-performing teams of 15+ members. Expert in driving SaaS adoption, establishing Centre of Excellence, and executing full-lifecycle account management from pre-sales scoping to long-term retention.

Overview

years of professional experience

Certification

Work History

Associate Director – Sales & Account Management

ZIFF DAVIS PERFORMANCE MARKETING

04.2022 - 10.2025

Portfolio Leadership: Directed a $12M annual revenue portfolio, consistently achieving 15-20% YoY growth through strategic client engagement.
Strategic Vision: Established a Center of Excellence (CoE) for Customer Success, resulting in significantly higher engagement scores and reduced churn.
Team Management: Led a 15-member department, implementing performance tracking that improved team efficiency by 25%.
Executive Communication: Conducted high-level governance calls and business reviews with C-suite stakeholders to align KPIs with business objectives.
Pre-Sales & Expansion: Partnered with sales teams to scope new opportunities, contributing to a 13% increase in upsell opportunities.
Operational Excellence: Reduced client issue resolution time by 48 hours through a newly developed rapid-response protocol.

Sr. Manager – Strategic Accounts

09.2019 - 03.2022

Drove 15% annual growth in key accounts by proactively identifying client needs and delivering technology-aligned solutions.
Primary point of contact for critical escalations, ensuring timely resolution and exceeding satisfaction goals.

Manager – Customer Success / Assistant Group Leader

10.2017 - 08.2019

Consistently exceeded quarterly revenue targets by 5-8% while managing a team of 14 demand generation executives.

Education

Bachelor of Commerce (B.Com) -

Wadia College, Pune University

04-2009

Executive MBA - Leadership, Strategy, & Marketing

Narsee Monjee Institute of Management Studies (NMIMS)

04-2023

Skills

Leadership: Strategic Vision, Team Development (15 members), & P&L Management

Customer Success: Retention Strategy, Churn Reduction, & Customer Health Metrics

Commercial Growth: Upsell/Cross-sell Strategy, Contract Negotiation, & Revenue Forecasting

Operations: Salesforce CRM Optimization, Data Visualization (Tableau), & Escalation Management