Summary
Overview
Work History
Education
Skills
Timeline
Generic

Naveen Kumar

Bengaluru

Summary

  • Experienced senior customer success manager with a track record of building lasting client partnerships and increasing customer satisfaction.
  • Skilled in identifying customer needs, collaborating across departments, and delivering effective solutions to improve user satisfaction.
  • Proactive troubleshooter dedicated to refining customer engagement and retention strategies.
  • Eager to contribute to team success and help companies achieve their customer success goals with years of hands-on experience.

Overview

15
15
years of professional experience

Work History

Sr.Customer Success Manager

project44
01.2023 - Current
  • Managed key accounts with a USD 3M portfolio, achieving an 80 %+ contract renewal rate and 10% revenue growth through a comprehensive customer success strategy.
  • Achieved a 25% increase in adoption and consumption rates within the first 6 months.
  • Served as the primary external point of contact and internal voice of the customer.
  • Led strategic executive business reviews to strengthen customer relationships and improve renewal closing rates.
  • Led strategic initiatives to enhance customer retention and drive account growth for enterprise clients.
  • Collaborated cross-functionally with sales, product, and support teams to resolve customer issues and improve satisfaction.
  • Identified opportunities for upselling and expansion, contributing significantly to revenue growth.
  • Implemented customer feedback loops to influence product roadmap and service enhancements.
  • Utilised data analytics and CRM tools to track customer engagement and forecast churn risk.
  • Facilitated onboarding processes for new clients, ensuring smooth transitions and early value realisation.
  • Led customer advocacy programs that increased referenceability and case study participation.
  • Resolved escalated customer concerns promptly, maintaining high levels of client satisfaction.
  • Negotiated contract renewals and service-level agreements to secure partnership longevity.
  • Reported regularly to senior leadership on account status, risks, and growth opportunities.

Customer Success Manager

LambdaTest
08.2021 - 05.2022
  • Managed a customer portfolio valued at $2 million.
  • Conducted onboarding and integration support to facilitate product adoption.
  • Delivered product demonstrations to showcase platform capabilities.
  • Identified product usage gaps and provided actionable solutions.
  • Conducted quarterly strategic business reviews for enterprise accounts.
  • Collaborated with product teams to influence roadmap based on customer feedback.
  • Identified upsell and cross-sell opportunities, partnering with AE/AM teams.
  • Ensured customer retention and timely subscription renewals.

Customer Success Manager

Oracle
07.2018 - 08.2021
  • Managed a strategic portfolio with clients including FedEx, AXA, and Xerox Corp, valued at $3.5M.
  • Delivered a 80% + contract renewal rate and 12% year-on-year revenue growth through upsell and cross-sell opportunities.
  • Conducted product walkthroughs during customer onboarding for key stakeholders.
  • Met quarterly and annual revenue targets while reducing churn.
  • Led customer issue resolution and maintained continuous communication to ensure satisfaction.

Sr. Account Manager

Netrix Global
06.2017 - 06.2018
  • Managed a USD 1M book-of-business focusing on customer growth, satisfaction, and retention.
  • Collaborated with internal technical teams to fulfil specific customer requirements.
  • Built and maintained a strong network of business relationships.
  • Delivered excellent communication, service, and timely follow-up.
  • Assisted clients in justifying ROI based on technological enhancements.

Sr. Business Development Manager - North America

Marlabs
10.2016 - 06.2017
  • Managed strategic accounts and SMBs selling Salesforce (SFDC) services and products.
  • Built and maintained quality client relationships.
  • Identified decision makers to initiate the sales process.
  • Acted as liaison between pre-sales and clients for solution selling.
  • Handled end-to-end sales processes from lead generation to closing.

Senior Business Development Manager

DreamOrbit
05.2012 - 10.2016
  • Worked on strategic accounts across North America and EMEA Region.
  • Generated new business and added logos successfully.
  • Defined client needs, prepared proposals, and negotiated contract terms.
  • Mentored and monitored team members ensuring process efficiency and target achievement.
  • Spearheaded strategic partnerships resulting in a 30% increase in annual revenue.
  • Collaborated with marketing to design targeted campaigns that boosted lead generation by 25%.
  • Implemented process improvements that accelerated the sales cycle by 15%.

Business Development/client Servicing

Horgward I Tech Pvt Ltd
04.2011 - 04.2012
  • Sold data management and media analysis services for APAC and UK markets.
  • Conducted market research on assigned industries.
  • Generated qualified leads via cold calling and email campaigns.
  • Delivered online demos and product/service presentations.

Sr.Sales Associate

Uni-Solutions (Bangalore) Pvt.Ltd
01.2010 - 04.2011
  • Executed lead generation for software products targeting US and UK regions.
  • Performed inside sales activities: cold calling, creating mailers.
  • Scheduled webinars and face-to-face meetings for sales directors.

Education

Master of Business Administration (M.B.A.) - Business, Management, Marketing, and Related Support Services

Mahatma Gandhi University
Bengaluru
06.2013

Bachelor of Science (B.Sc.) - Biotechnology

Bangalore University
Bengaluru
01.2009

Skills

  • Customer Success
  • Customer Advocacy
  • Customer Experience
  • Customer Retention
  • Lead Generation
  • IT Sales
  • Team Management
  • New Business Development
  • Upselling
  • Cross-functional Coordination

Timeline

Sr.Customer Success Manager

project44
01.2023 - Current

Customer Success Manager

LambdaTest
08.2021 - 05.2022

Customer Success Manager

Oracle
07.2018 - 08.2021

Sr. Account Manager

Netrix Global
06.2017 - 06.2018

Sr. Business Development Manager - North America

Marlabs
10.2016 - 06.2017

Senior Business Development Manager

DreamOrbit
05.2012 - 10.2016

Business Development/client Servicing

Horgward I Tech Pvt Ltd
04.2011 - 04.2012

Sr.Sales Associate

Uni-Solutions (Bangalore) Pvt.Ltd
01.2010 - 04.2011

Master of Business Administration (M.B.A.) - Business, Management, Marketing, and Related Support Services

Mahatma Gandhi University

Bachelor of Science (B.Sc.) - Biotechnology

Bangalore University

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Naveen Kumar