Mohit Chauhan
Gurgaon
Summary
Customer Success leader with 10+ years of experience across SaaS and high-growth consumer platforms. Expertise in building and scaling CS organizations, owning post-sales revenue, and driving retention in fast-paced, operations-heavy environments. Strong cross-functional leader with a data-driven approach to customer experience, revenue growth, and team performance.
Overview
10
10
years of professional experience
2
2
Certifications
Work History
Manager, Customer Success
Spare Superhero Pvt Ltd ( Partnr )
Gurgaon
01.2026 - Current
- Built and scaled the Customer Success organization from scratch, establishing strategy, structure, workflows, and KPIs for a B2C quick-commerce automotive platform.
- Lead and mentor a team of 6 Customer Success Managers, driving execution across onboarding, engagement, issue resolution, and revenue ownership.
- Owned revenue outcomes across customer lifecycle, focusing on order conversion, repeat purchases, retention, and expansion.
- Act as the business owner for post-sales revenue, working closely with Sales, Supply Chain, Operations, and Tech to maximize GMV and customer throughput.
- Drove customer acquisition-to-retention funnels, ensuring seamless transitions from lead conversion to repeat usage in high-velocity commerce.
- Designed and implemented customer experience frameworks for a hyperlocal model involving dark stores, rapid fulfillment, and last-mile delivery.
- Use customer and order data to identify revenue leakage, drop-offs, and upsell opportunities, influencing pricing, offers, and operational decisions.
- Partner with leadership on franchise expansion strategy, defining CX standards, service SLAs, and operating playbooks for new franchise locations.
- Served as voice of customer at leadership level, translating customer feedback into actionable product, logistics, and policy improvements.
Technical Account Manager - Enterprise
SOTI Inc.
Gurugram
02.2025 - 12.2025
- Drive customer success strategies to meet retention and expansion targets, contributing to long-term revenue growth.
- Host discovery calls and strategy sessions with customers to identify use cases and expansion opportunities across departments.
- Build and maintain long-term relationships, promoting customer advocacy, product expansion, and renewals.
- Handle large enterprise accounts in the APAC region, providing tailored strategies to ensure smooth implementation and customer satisfaction.
- Provide subject matter expertise in implementing and configuring SOTI One solutions, including software deployment, network-integrated device configuration, and issue resolution during rollout.
- Lead large-scale software upgrades and migrations, ensuring minimal disruption and secure endpoint integration.
- Conduct product demos, onboarding sessions, and technical consultations to enhance the customer experience.
- Offer in-depth technical guidance to maximize customer value and product usage.
- Conducted requirement-gathering sessions as a technical liaison with Product teams, facilitated feature enhancements and product fixes.
- Troubleshoot connectivity, policy enforcement, and access-related escalations; coordinate with Support and Pre-Sales teams on complex technical cases.
Customer Success Manager - APAC
SOTI
Gurgaon
09.2022 - 02.2025
- Establish and nurture strong, long-term relationships with clients, acting as the main point of contact.
- Developed and executed tailored customer success plans that outlined goals and strategies to ensure client satisfaction.
- Advocate for customers' needs internally, ensuring concerns are prioritized and resolved.
- Facilitate regular check-ins to assess evolving needs and provide strategic guidance.
- Monitored customer health metrics, providing insights that drove enhanced engagement and satisfaction.
- Lead the product deployment process, ensuring smooth integration and successful implementation.
- Work with internal teams to address customer concerns and ensure a cohesive service experience.
- Maintained deep knowledge of SaaS products, enabling clients to maximize value and fully utilize features.
Client Success Manager
Markup Designs Pvt. Ltd.
Noida
02.2021 - 09.2022
- Led smooth onboarding for clients, ensuring clear handoff from sales to delivery teams and alignment on success criteria.
- Maintained regular client communication to proactively address issues, gather feedback, and strengthen relationships.
- Drove user adoption through training and guidance to maximize ROI on digital solutions.
- Supported upsell, cross-sell, and renewal processes by highlighting client success and business impact.
- Worked with project teams to align deliverables with client goals and communicated business value effectively.
- Monitored project health and satisfaction metrics to identify risks early and coordinate effective resolutions.
- Advocated for clients internally by relaying actionable feedback to product and engineering teams.
- Kept detailed records of client interactions and project progress for transparency and decision-making.
Customer Success Partner
BTOSC Infotech Pvt. Ltd.
Noida
03.2019 - 02.2021
- Led customer onboarding and adoption plans for smooth integration of BTOSC's custom-built apps and SEO/social media marketing campaigns.
- Advised enterprise clients on aligning BTOSC's mobile and web applications and digital marketing services with business objectives, enhancing client satisfaction and retention.
- Monitored customer health via key metrics such as ticket volume and Net Promoter Score (NPS) to identify satisfaction levels and potential churn risks.
- Proactively flagged at-risk accounts by tracking rising support cases or declining engagement trends, initiating timely intervention.
- Analyzed and reported digital marketing ROI through Google Analytics and campaign performance dashboards, providing insights for strategic decision-making.
- Reported app engagement metrics including active users, session duration, and feature usage through platforms like Firebase and client dashboards.
- Collaborated with product and technical teams to relay customer feedback and prioritize enhancements, driving product development aligned with client needs.
- Documented customer interactions and success metrics in CRM systems for clear visibility and strategic decision-making.
Customer Success Associate - Services
Dell Technologies
Gurugram
05.2017 - 08.2018
- Acted as the primary point of contact for service-related queries, collaborating with technical teams to expedite issue resolution and uphold high customer satisfaction standards.
- Engaged proactively with clients to understand evolving service needs and provide timely updates during major incidents, advisories, and service changes.
- Monitored key customer health metrics including ticket volume, resolution times, and CSAT/NPS to proactively identify and mitigate risks in at-risk accounts.
- Collaborated cross-functionally with support, logistics, engineering, and sales teams to ensure cohesive, end-to-end service delivery and customer experience.
- Captured and analyzed customer feedback, providing insights for continuous improvement initiatives and maintaining detailed records in CRM and customer success platforms.
- Led customer onboarding and orientation, ensuring seamless post-sale setup and familiarization with Dell's support services.
Senior Operations Executive
Aegis Limited
Gurugram
12.2016 - 05.2017
- Streamlined sales processes, enhancing operational efficiency and minimizing bottlenecks.
- Coordinated with sales teams to ensure operational alignment with business goals.
- Managed order processing to ensure timely and accurate fulfillment.
- Generated sales performance reports that delivered actionable insights to senior management.
IT Administrator
See Ciba Crop Sciences
Sikandarabad
09.2015 - 10.2016
- Managed IT-related issues across company, including IT procurement, to ensure seamless operations.
- Performed regular system audits to identify vulnerabilities and implemented necessary patches and updates to ensure optimal performance.
- Negotiated software and hardware agreements to improve procurement efficiency.
- Led vendor relationship management, including contract negotiations and service level agreements (SLAs), to secure cost-effective procurement of hardware/software licenses.
- Developed documentation for IT processes, procedures, configurations, and troubleshooting steps, facilitating knowledge transfer within the team.
Education
Bachelor of Engineering - Electronics and Communication Engineering
GLA University
Mathura, Uttar Pradesh7 2015
Post Graduate Diploma - Big Data and Analytics
Centre for Development of Advanced Computing
Gautam Budh Nagar, Uttar Pradesh2 2019
Skills
- Customer Success Leadership
- Customer onboarding
- Customer retention
- Quarterly business reviews
- Revenue growth strategies
- Revenue Ownership
- Data-driven decisions
- SaaS expertise
- Salesforce proficiency
- Product integration
- Product training
- Health monitoring
- Risk identification and mitigation
- Issue resolution
- Customer advocacy
Certification
Microsoft Certified: Azure Fundamentals AZ-900. This credential earner can describe Azure architectural components and Azure services, such as: Compute, Networking, Storage. I can also describe features and tools to secure, govern, and administer Azure.
Timeline
Manager, Customer Success
Spare Superhero Pvt Ltd ( Partnr )
01.2026 - Current
Technical Account Manager - Enterprise
SOTI Inc.
02.2025 - 12.2025
Customer Success Manager - APAC
SOTI
09.2022 - 02.2025
Client Success Manager
Markup Designs Pvt. Ltd.
02.2021 - 09.2022
Customer Success Partner
BTOSC Infotech Pvt. Ltd.
03.2019 - 02.2021
Customer Success Associate - Services
Dell Technologies
05.2017 - 08.2018
Senior Operations Executive
Aegis Limited
12.2016 - 05.2017
IT Administrator
See Ciba Crop Sciences
09.2015 - 10.2016
Bachelor of Engineering - Electronics and Communication Engineering
GLA University
Post Graduate Diploma - Big Data and Analytics
Centre for Development of Advanced Computing