Nischal Singh Rawat
Customer Success And Account Management Professional
Noida,Uttar Pradesh
Summary
Results-driven SaaS leader with a track record of driving revenue and customer success through strategic account management, product launches, and process automation. Skilled at translating complex data into actionable insights, influencing stakeholders at all levels, and building high-performing teams. Supportive manager and analytical problem-solver with expertise in team building, leadership, and motivation. Dedicated to enhancing customer engagement and boosting performance through training, monitoring, and relationship -building.
Overview
9
9
years of professional experience
Work History
Senior Customer Success Manager
JobTwine
Noida
11.2024 - Current
- Designed and executed onboarding journeys for 70+ enterprise customers across industries.
- Grew outbound email CTR by 3x and increased demo booking rate by 40% through ICP-specific targeting and campaign refinement.
- Built CS function from scratch; delivered 95%+ retention and 20%+ expansion revenue via renewals, upsells, and CS-led value realization.
- Closed 15+ enterprise deals (product and service companies), contributing 65%+ of overall revenue.
- Drove alignment across product, tech, and design; influenced roadmap decisions impacting 80%+ of active clients.
- Generated 10+ high-intent pilots, with 35%+ conversion into paid accounts
Customer Success Manager
Loop Health
07.2023 - 02.2024
- Managed ₹50L+ in monthly recurring revenue with 100% logo and revenue retention across strategic accounts.
- Partnered with CHROs and HR leaders to improve platform adoption, employee engagement, and perceived ROI.
- Identified and closed upsell/cross-sell opportunities across wellness modules and add-on benefits, contributing to 30%+ expansion revenue.
- Built trusted relationships with enterprise stakeholders; drove QBRs, renewal planning, and executive engagement.
- Collaborated with internal teams to resolve escalations and refine onboarding and engagement playbooks.
Senior Customer Success Manager
Trackier
03.2021 - 06.2023
- Owned 60+ customer accounts contributing to $80K+ MRR, with a focus on activation, engagement, and retention.
- Mentored CS and support teams to elevate client servicing standards, leading to a 40% reduction in repeat queries through improved knowledge sharing and ticket hygiene.
- Enabled clients across agencies, networks, and brands to optimize usage and achieve performance outcomes, improving platform stickiness.
- Conducted regular reviews and support escalations, increasing customer satisfaction and influencing product feedback loops.
Business Manager
FCB Technologies Pvt Ltd
09.2018 - 01.2021
- Led a team of 8 managing 160+ SME accounts across India, ensuring customer onboarding, engagement, and renewals.
- Transitioned core GTM to a Freemium model, resulting in a 200% increase in acquisition and a wider qualified top-of-funnel.
- Implemented customer segmentation and lifecycle interventions, improving product adoption and reducing churn.
- Worked closely with product and leadership to align feature development with user needs and business objectives.
Business Support
SS Supply Chain Solutions Pvt Ltd
01.2017 - 04.2018
- Maintained 98% SLA compliance across key enterprise accounts in the FMCD and FMCG sectors, ensuring high service reliability.
- Implemented cost-saving initiatives in client operations and internal delivery processes, earning recognition as ‘Employee of the Quarter.’
- Collaborated with cross-functional teams to improve delivery metrics, communication cadence, and stakeholder visibility.
Education
MBA - Logistics and Supply Chain Management
University of Petroleum and Energy Studies
DehradunBachelor of Engineering - Computer Science
Shri Shankaracharya Engineering College
BhilaiSkills
Enterprise Sales & Growth
Customer Success & Retention
Cross‑Functional Leadership
Customer advocacy and Client onboarding
Data-driven decision making
Customer advocacy
Relationship management
Upselling strategies
Timeline
Senior Customer Success Manager
JobTwine
11.2024 - Current
Customer Success Manager
Loop Health
07.2023 - 02.2024
Senior Customer Success Manager
Trackier
03.2021 - 06.2023
Business Manager
FCB Technologies Pvt Ltd
09.2018 - 01.2021
Business Support
SS Supply Chain Solutions Pvt Ltd
01.2017 - 04.2018
Bachelor of Engineering - Computer Science
Shri Shankaracharya Engineering College
MBA - Logistics and Supply Chain Management
University of Petroleum and Energy Studies