Niraj Jani
Customer Success Manager
Ahmedabad,GJ
Summary
Results-driven and strategic Customer Success & Sales Operations Leader with over 14 years of robust experience in high-value Account Management, Customer Interaction, and Client Dealing across technical ecosystems. Proven expertise in boosting Net Revenue Retention (NRR), streamlining post-sales operations, optimizing customer lifecycles, and managing cross-functional teams. Adept at serving as a trusted advisor to enterprise-level stakeholders, eliminating churn, and turning complex customer operations into avenues for expansion and upselling.
Overview
3
3
Languages
1
1
Certification
18
18
years of professional experience
Work History
Sr. Manager - Customer Success
Simform Solutions
12.2024 - Current
- Portfolio & Churn Management: Supervise a diverse portfolio of enterprise accounts, executing data-driven customer health scores to predict and mitigate risks, reducing avoidable churn
- Strategic Value Delivery: Standardized the Executive Business Review (EBR) cadence, aligning client business goals with platform capabilities to slash time-to-value for new deployments.
- Cross-Functional Advocacy: Synthesize Voice-of-Customer (VoC) feedback and collaborate with Product and Engineering teams to fast-track critical, high-impact feature releases.
- KPIs Managed: Net Revenue Retention (NRR), Net Promoter Score (NPS) improvement, and logo retention.
- Current Company
VP Customer Operations
Codiot Technologies
Ahmedabad
03.2024 - 12.2024
- Operational Overhaul: Directed post-sales customer support and delivery operations, engineering structured onboarding playbooks that boosted feature adoption rates
- Stakeholder Management: Maintained high-level relationships with premium client stakeholders, positioning the organization as a strategic tech partner rather than a vendor
- Process Automation: Spearheaded the integration of customer operation tools, driving reduction in average ticket response times and lowering total operational overheads.
- KPIs Managed: Customer Lifetime Value (LTV) maximization, Onboarding Time-to-Value reduced, and Customer Satisfaction (CSAT) maintained
Strategic Account Manager
Bacancy Technology
Ahmedabad
06.2018 - 02.2024
- Account Expansion Strategy: Designed comprehensive business development and account health blueprints to actively upsell and cross-sell technical services across tier-1 client profiles
- Relationship Management: Acted as the primary single point of contact (SPOC) for high-stakes business clients, resulting in a consistent annual account renewal rate.
- KPIs Managed: Generated $1.2M+ in expansion revenue; boosted average client retention lifespan by 2.5 years.
Senior Business Development Executive
C-Metric
12.2016 - 05.2018
- Managed end-to-end client communication, established initial service expectations, and oversaw transition workflows from sales discovery to account delivery teams
Business Development Executive
Softweb Solutions
12.2013 - 12.2016
- Navigated full-cycle customer lifecycles, specializing in continuous client nurturing, value proposition messaging, and commercial negotiations
Sr. Business Consultant
Zaptech Solutions
03.2013 - 12.2013
- Conducted strategic account exploration, processed data mining to spot customer growth gaps, and maintained long-term client engagements
Sr. Business Acquisition Executive
Gateway Technolabs Pvt Ltd
04.2011 - 03.2012
Head - Business Expansion
WorkForce HR Management
07.2009 - 03.2011
Assistant Manager
Indal Services
07.2008 - 06.2009
- Led a customer-centric operational team of 10 people handling Amazon UK online business metrics
Education
Certified Scrum Product Owner (CSPO) -
Scrum Alliance
05-2025
Executive Diploma - Operations Management
Post Graduate Diploma - Business Administration (PGDBA) - Operations
Nirma Institute of Management
Ahmedabad01-2013
Master of Computer Applications (MCA) - undefined
Sardar Patel University
Anand01-2008
Bachelor of Commerce (B.Com) - undefined
Saurashtra University
Jamnagar01-2005
Skills
Customer journey mapping
Onboarding optimization
Health score analytics
Executive business reviews (EBR/QBR)
Customer advocacy
Contract renewals
Key account retention
Upselling/cross-selling
Cross-functional collaboration
CRM administration (Salesforce/HubSpot)
Certification
Certified Scrum Product Owner (CSPO) | Scrum Alliance | Granted: 05/01/2025
Timeline
Sr. Manager - Customer Success
Simform Solutions
12.2024 - Current
VP Customer Operations
Codiot Technologies
03.2024 - 12.2024
Strategic Account Manager
Bacancy Technology
06.2018 - 02.2024
Senior Business Development Executive
C-Metric
12.2016 - 05.2018
Business Development Executive
Softweb Solutions
12.2013 - 12.2016
Sr. Business Consultant
Zaptech Solutions
03.2013 - 12.2013
Sr. Business Acquisition Executive
Gateway Technolabs Pvt Ltd
04.2011 - 03.2012
Head - Business Expansion
WorkForce HR Management
07.2009 - 03.2011
Assistant Manager
Indal Services
07.2008 - 06.2009
Bachelor of Commerce (B.Com) - undefined
Saurashtra University
Master of Computer Applications (MCA) - undefined
Sardar Patel University
Post Graduate Diploma - Business Administration (PGDBA) - Operations
Nirma Institute of Management
Executive Diploma - Operations Management
Certified Scrum Product Owner (CSPO) -
Scrum Alliance