Pranav P
Senior Customer Success
Bangalore
Summary
Customer Success and Account Management professional with 6+ years of experience in driving client engagement, retention, and revenue growth across SaaS, logistics, and healthcare tech industries. Adept at identifying early warning signals, executing strategic lifecycle campaigns, and enhancing customer satisfaction through cross-functional collaboration. Known for a proactive, empathetic approach to client relationship management and continuous process optimization.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
6
6
Languages
Work History
Senior Customer Success
Greytip Software Pvt. Ltd.
09.2022 - Current
- Led proactive engagement strategies by monitoring Early Warning Signals (EWS) to prevent churn and boost retention.
- Managed 20% of the company’s customer base, ensuring alignment with business goals and value realization.
- Developed renewal and upsell strategies focused on high-risk segments, improving revenue growth.
- Partnered with leadership to scale the Customer Success function and drive product adoption.
- Facilitated WBRs, MBRs, and QBRs, presenting updates, feature rollouts, and adoption best practices.
- Collaborated with Sales, Marketing, and Product teams to refine onboarding, support, and lifecycle initiatives.
- Delivered actionable feedback to influence product development and customer experience enhancements.
- Utilized SuiteCRM and Custify to analyze customer behavior and customize success plans.
Customer Success Manager
DTDC Express Limited
10.2020 - 09.2022
- Onboarded and supported clients with logistics solutions tailored to their supply chain goals.
- Tracked shipments and client interactions using the FR PLUS application.
- Led renewal and upselling efforts, contributing to sustained revenue streams.
- Coordinated with internal logistics departments to ensure timely service delivery.
- Improved client satisfaction and retention by resolving queries efficiently.
- Contributed to a 10% annual sales increase in B2B by streamlining customer processes.
Key Account Manager
Practo Technologies Pvt. Ltd.
03.2020 - 09.2020
- Managed high-value accounts through renewals, upselling, and cross-selling opportunities.
- Strengthened client relationships by aligning services with customer goals.
- Delivered product demos and negotiated terms for enterprise accounts.
- Used Salesforce CRM to analyze account data and offer proactive solutions.
- Trained clinic staff on SaaS tools and provided post-implementation support.
- Supervised sales representatives and monitored performance metrics.
Product Specialist
Himalaya Drug Company
06.2019 - 02.2020
- Conducted client demonstrations and coordinated product education campaigns.
- Collaborated with marketing and business teams to analyze market needs.
- Participated in pilot programs and helped launch new products.
- Collected and relayed product feedback to drive development and revenue.
Education
MBA - Marketing
CMS Business School – Jain University
06.2017 - 03.2019
BBA - Marketing & HR
PES University
06.2014 - 04.2017
Skills
- Customer Success Management
- Client Retention
- Upselling & Cross-selling
- Product Adoption & Training
- Strategic Reviews (WBR, MBR, QBR)
- CRM Tools: SuiteCRM, Salesforce, Custify
- Cross-functional Collaboration
- Data-Driven Decision-Making
- Team Leadership & Communication
Timeline
Senior Customer Success
Greytip Software Pvt. Ltd.
09.2022 - Current
Customer Success Manager
DTDC Express Limited
10.2020 - 09.2022
Key Account Manager
Practo Technologies Pvt. Ltd.
03.2020 - 09.2020
Product Specialist
Himalaya Drug Company
06.2019 - 02.2020
MBA - Marketing
CMS Business School – Jain University
06.2017 - 03.2019
BBA - Marketing & HR
PES University
06.2014 - 04.2017
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