Nidhi Vichare
Vadodara
Summary
Experienced Customer Success Manager with a proven ability to drive customer satisfaction, retention, and revenue growth. Expertise in SaaS product implementation, project management, and strategic planning. Strong track record in fostering enterprise account growth and achieving over 95% client retention through effective stakeholder management. Skilled in leveraging data-driven insights to boost product adoption and enhance the overall customer experience.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Success Manager (Enterprise Accounts)
Verloop.io (B2B SaaS-Conversation AI+Martech)
02.2023 - Current
- Proactively driving client success for Enterprise and midmakert through solutions, product adoption, addressing concerns quickly, and maintaining high satisfaction.
- Successfully delivered SaaS project implementations on time by implementing agile methodologies, like Scrum, and within budget, and initiated billing within two months from the contract date.
- Achieved exceptional client retention rates exceeding 95%, logo retention, 90% gross recurring revenue (GRR), and 105% net retention rate (NRR) during my tenure.
- Increased product value for existing clients by identifying upsell and cross-sell opportunities, contributing to a $50K USD ARR uplift in FY 2023-24.
- Mentored a 6-person CSM team on onboarding, support, and KPI tracking.
- Secured client advocacy via case studies, LinkedIn Live sessions, and video testimonials.
- Analyzed customer data to identify trends, issues, and opportunities for improvement, and delivered strategic QBRs/MBRs with business data analysis to C-level stakeholders.
- Region: SEA, MENA, India & Europe
Customer Success Manager
Keka HR (B2B Saas HR Tech)
Remote
08.2022 - 01.2023
- Managed end-to-end onboarding and deployment of HRMS for Enterprise Accounts, ensuring 100% SLA compliance and achieving an average CSAT of 98%.
- Addressed escalations and potential churn, focusing on key performance indicators such as NRR, NPS, and churn ratio, while driving business analysis and strategy development.
- Leveraged domain knowledge in HRMS, Performance Management, Core HR, ATS, and Project Management to gather testimonials, reviews, use cases, and success stories.
- Region: India
Product Support Specialist
CosmoLex LLC (B2B SaaS Legal Accounting)
05.2018 - 08.2022
- Led the implementation of CRM and SaaS solutions for legal and accounting firms. Requirement gathering for new features from the clients.
- Test and escalate software issues, and create tickets in Freshdesk and Jira Atlassian.
- Documented all customer interactions in the help desk ticketing system.
- Stayed current on trust account regulations, business accounting, Law Society requirements (by region), and U.S./Canadian tax laws.
- Mentored and onboarded team of 10+ product support specialists
- Region: US and Canada
Head of Administration
Watchdog Monitoring Services Pvt Ltd
03.2016 - 04.2018
- Managed day-to-day operations for 3 companies, ensuring smooth workflow and task completion
- Project Management: Implemented systems for project tracking, delegation, and performance monitoring
- Developed mobile and web applications for engineer management
- Created training programs to enhance employee understanding of their roles
- Followed up on customer accounts, generated reports, and ensured financial accountability
- Region: UK
Mentor
Bright Day School
06.2014 - 03.2015
- Teaching design thinking program
- Preparing and updating worksheets and assignments & Coordination with teachers and parents
Export Executive
AT INKS (Rex-Tone Industries Ltd)
07.2010 - 08.2011
- Preparing Documents for Export under supervision
- Coordinating for Certificate of Origin, Fumigation Certificate, with Forwarders & CHA
- Checking for BL/AWB draft
- Client coordination for shipment status & sending post shipment documents
- Generating SO & Invoices on SAP (SD Module)
Sr. Executive Counsellor
Global Reach
04.2009 - 07.2010
- Counseling Student Visa, Work Permit and Immigration queries
- Processing Student Visa and Work permit and Immigration files for USA, UK, Australia, New Zealand & Canada
- Preparing PowerPoint presentations to cater students and universities recruiting process & reporting formats for management
- Recruiting and Training Junior Counselors/Fresher
- Co-coordinating for Marketing activities like Webinars and Seminars
Client Relationship Officer
Oceanic Consultants Pvt Ltd.
11.2007 - 11.2008
- Counseling for Student Visa and Immigration queries
- Processing student visa and Immigration files
Education
Bachelor of Arts - Linguistics and Psychology
Maharaja Sayajirao University
Vadodara01.2006
Skills
- SaaS Product Implementation and Project Management
- Enterprise and mid-market account management
- Stakeholder Management and Strategic Planning
- Upselling and revenue growth
- Escalation and churn mitigation
- Cross-functional collaboration
- Data analysis and product adoption
- Emotional Intelligence in CX
- Team Management & Mentoring
Personal Information
- Date of Birth: 09/21/85
- Marital Status: Married
Hobbies and Interests
- Trekking
- Travelling
- Cooking
Languages
Gujarati
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Marathi
Elementary (A2)
A2
References
Available upon request
Proficiency
- Planhat/Churnzero
- Freshdesk/Zoho
- Zapier
- Salesforce/Hubspot
- Atlassian Jira
- SQL (Basic)
- Postman
- API Testing
Accomplishments
- Q3, 2024 Best CSM Award at Verloop.io
- Bootcamp Trivia Champion(Product) consecutively for 2019 and 2020 at CosmoLex.
Certification
- Customer Success Advance Concepts by CustomerSuccessU (Valid until 8th Dec 25')
- Master in Software Testing Jira and Agile in 2020
- PMP Training in 2024
Timeline
Customer Success Manager (Enterprise Accounts)
Verloop.io (B2B SaaS-Conversation AI+Martech)
02.2023 - Current
Customer Success Manager
Keka HR (B2B Saas HR Tech)
08.2022 - 01.2023
Product Support Specialist
CosmoLex LLC (B2B SaaS Legal Accounting)
05.2018 - 08.2022
Head of Administration
Watchdog Monitoring Services Pvt Ltd
03.2016 - 04.2018
Mentor
Bright Day School
06.2014 - 03.2015
Export Executive
AT INKS (Rex-Tone Industries Ltd)
07.2010 - 08.2011
Sr. Executive Counsellor
Global Reach
04.2009 - 07.2010
Client Relationship Officer
Oceanic Consultants Pvt Ltd.
11.2007 - 11.2008
- Customer Success Advance Concepts by CustomerSuccessU (Valid until 8th Dec 25')
- Master in Software Testing Jira and Agile in 2020
- PMP Training in 2024
Bachelor of Arts - Linguistics and Psychology
Maharaja Sayajirao University
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