Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Tools & Technologies
Timeline
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Nisha Chaudhary

Summary

Customer Success professional with 6+ years of experience in SaaS, CRM, and Marketing Automation, driving measurable results across enterprise and mid-market B2B accounts. Proven expertise in client retention, churn reduction, and Net Revenue Retention (NRR) through structured onboarding, playbooks, and automation. Skilled in enterprise account management, client advocacy, and cross-functional collaboration, with a strong track record of improving CSAT, NPS, and Customer Health Scores. Experienced in leading teams, building scalable processes, and delivering long-term client value.

Overview

6
6
years of professional experience

Work History

Manager - Success & Support

Cronberry Technologies Pvt Ltd
04.2023 - Current
  • Led 11-member Success, Support & Training teams, managing 1,000+ B2B accounts across CRM, WhatsApp API, IVR & automation.
  • Achieved 75%+ client retention and 20% YoY NRR growth through renewals, upselling, and cross-selling.
  • Implemented onboarding and escalation processes, lowering churn risk by 18%.
  • Launched an AI-powered Help Center, reducing support queries by 35% and improving self-service adoption.
  • Directed enterprise client implementations and training, ensuring adoption and business alignment.
  • Partnered with product teams to improve workflows, driving a 25% increase in MAUs.

Customer Success Officer

Cronberry Technologies Pvt Ltd
05.2022 - 03.2023
  • Managed 350+ accounts, driving onboarding, training, adoption, and renewals.
  • Improved retention by 15% via structured onboarding and quarterly success reviews.
  • Generated 12% upsell revenue through automation add-ons and workflow expansion.
  • Monitored usage patterns, adoption metrics, and Health Scores to proactively mitigate churn risks.

Assistant Manager - Sales

Cronberry Technologies Pvt Ltd
12.2020 - 04.2022
  • Delivered 150+ product demos & requirement mapping sessions for CRM & automation solutions.
  • Provided implementation support, training, and adoption guidance during onboarding.
  • Facilitated smooth handoff from sales to success teams, cutting onboarding delays by 20%.
  • Captured client feedback to influence product enhancements & roadmap priorities.

Business Analyst - TallyDekho

Alcodes Mobility Pvt Ltd
08.2019 - 11.2020
  • Collected and documented client requirements, mapped workflows, and supported implementation.
  • Delivered training sessions and product walkthroughs for enterprise clients to drive adoption.
  • Provided post-implementation support and coordinated with developers on UI/API fixes.
  • Produced performance reports and success documentation, enabling informed decision-making.

Education

Bachelor of Technology - Computer Science

Jaipur National University
Jaipur
05-2019

Skills

  • Customer Retention & Churn Reduction
  • Net Revenue Retention (NRR), CSAT, NPS, Health Scores
  • Enterprise Account Management & Renewals
  • Escalation Handling & Stakeholder Management
  • Customer Onboarding & Adoption
  • Upselling & Cross-Selling Strategy
  • Team Leadership & Training Enablement
  • SaaS Product Implementation & Support

Accomplishments

  • Delivered 20% YoY NRR growth through upsell and cross-sell motions.
  • Maintained 75%+ retention rate across a 1,000+ account portfolio.
  • Reduced inbound queries by 35% via AI-powered Help Center adoption.
  • Drove 200+ verified client reviews, boosting product advocacy and brand visibility.

Tools & Technologies

  • CRM/CS Platforms: Cronberry CRM, HubSpot, Salesforce (basic), Gainsight (Familiar)
  • Support & Automation: Freshdesk (basic), WhatsApp API, IVR, Email Automation, AI Help Center (ChatGPT)
  • Analytics & Reporting: Google Analytics, Google Sheets
  • Collaboration: Jira, Microsoft Teams, Slack, Google Workspace
  • Documentation & Presentations: Microsoft Word, PowerPoint

Timeline

Manager - Success & Support

Cronberry Technologies Pvt Ltd
04.2023 - Current

Customer Success Officer

Cronberry Technologies Pvt Ltd
05.2022 - 03.2023

Assistant Manager - Sales

Cronberry Technologies Pvt Ltd
12.2020 - 04.2022

Business Analyst - TallyDekho

Alcodes Mobility Pvt Ltd
08.2019 - 11.2020

Bachelor of Technology - Computer Science

Jaipur National University
Nisha Chaudhary