Summary
Overview
Work History
Education
Skills
Timeline
Generic

Monali Monalisa

Bangalore

Summary

Results-driven Customer Success leader with 10+ years of experience in SaaS platforms, product management, and enterprise customer success across global markets. Currently managing $2.5M APAC portfolio at project44, with proven track record of successfully handling $4.6M+ across all three regions (NA, EMEA, APAC) during tenure. Achieved 90% retention rate for at-risk accounts through strategic portfolio management and cross-regional expertise in driving product adoption and customer lifetime value.

Overview

13
13
years of professional experience

Work History

Senior Customer Success Manager

Project44
Bengaluru
08.2023 - Current
  • Successfully managed enterprise customer portfolios worth $4.6M across all three global regions during tenure - North America ($1.6M), EMEA ($500K), and currently leading APAC region ($2.5M)
  • Drove over 90% customer retention QoQ and unlocked $500K+ in upsell revenue by executing proactive success plans and engaging executive stakeholders across regions.
  • Led quarterly and executive business reviews, aligning customer objectives with product roadmap and strategic initiatives.
  • Resolved complex cross-functional escalations by coordinating with Product, Support, and Engineering—resulting in improved platform stability and a lift in CSAT.
  • Converted at-risk accounts into promoters with NPS scores above 9, two of whom became speakers at flagship customer events.
  • Directed customer onboarding and designed comprehensive success plans to accelerate time-to-value and boost platform adoption.

Senior Customer Success Manager

Talend
Bengaluru
07.2022 - 08.2023
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team
  • Assisted customers with onboarding and product set up to foster successful adoption and usage
  • Analyzed customer data to identify trends and develop strategies to improve customer success metrics
  • Utilized customer feedback to inform changes and improvements to customer success plans
  • Established strong relationships with key customers, resulting in increased customer loyalty

Product Analyst

Sprinklr
10.2021 - 06.2022
  • Company Overview: Product Management
  • Developed and implemented performance improvement strategies and plans to promote continuous improvement
  • Created and maintained the product implementation structure by designing blueprints, reducing the TTV by a month
  • Managed collaborative relationships with other functions in the business, partners, and the ecosystem to ensure successful product development
  • Developed detailed product feature specifications and ensure they were clearly understood by the development teams
  • Lead the product-release plans and set expectations for delivery of new functionalities
  • Managed implementation of new features by outlining plans and specifications such as how, where, and when each component would work
  • Product Management

Software Development Engineer

Infinite Computer Solutions
01.2016 - 01.2018
  • Worked with Project Manager and team members to provide detailed project
  • reports and milestone updates
  • Inspected equipment, assessed functionality and optimized controls
  • Performed software testing to uncover bugs and troubleshoot issues prior to application launch
  • Adjusted software parameters to boost performance and incorporate new features

Software Development Engineer

Philips HealthCare
12.2014 - 08.2015
  • Gathered and defined customer requirements to develop clear specifications for creating well-organized project plans
  • Reports progress and issues to Managers in a timely manner
  • Debugging and resolving reported issues

Software Development Engineer

Lucid Imaging Pvt. Ltd
06.2012 - 09.2014
  • Designed algorithms and built imaging solutions using C# and Halcon; improved deployment reliability.

Education

Bachelor of Computer Applications -

Annamalai University
Bangalore
04.2014

Diploma - Computer Engineering

NTTF
Bangalore
05.2012

Skills

  • Product Management
  • Team Management
  • Account Management
  • Training and Mentoring
  • Technical Consulting
  • Customer Relations

Timeline

Senior Customer Success Manager

Project44
08.2023 - Current

Senior Customer Success Manager

Talend
07.2022 - 08.2023

Product Analyst

Sprinklr
10.2021 - 06.2022

Software Development Engineer

Infinite Computer Solutions
01.2016 - 01.2018

Software Development Engineer

Philips HealthCare
12.2014 - 08.2015

Software Development Engineer

Lucid Imaging Pvt. Ltd
06.2012 - 09.2014

Bachelor of Computer Applications -

Annamalai University

Diploma - Computer Engineering

NTTF

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Monali Monalisa