Nishant Madgeri
Senior Success Manager
Bangalore
Summary
Professional Summary
Results-driven Senior Customer Success Manager with over 9 years of experience in the SaaS industry, specializing in onboarding, account growth, and relationship management. Proven ability to drive customer satisfaction, retention, and revenue through strategic up-selling and cross-selling. Known for strong communication, problem-solving, and fostering long-term client partnerships.
Expert in managing & growing book of Business , process improvement, and project management, with a focus on quality and adaptability. Passionate about leveraging experience to contribute to customer success and organizational growth in a dynamic SaaS environment.
Overview
9
9
years of professional experience
14
14
years of post-secondary education
Work History
Sr.Success Manager
SPRNIKLR
Bangalore
04.2024 - Current
- Managing a portfolio of 20+ Large Enterprise customers across various verticals, including retail, finance, real estate, automotive, fitness, IT, and F&B, managing a book of business worth over $2.5 million annually
- Consistently achieved a renewal rate of 93% by proactively identifying risks and aligning customer objectives with Sprinklr’s service offerings
- Developed numerous tailored success plans & renewal plans; maintaining proactive communication with clients
- Improved customer satisfaction scores by 20% through strategic adoption plans, change management, and ongoing customer education
- Successfully drove adoption and product stickiness, resulting in 15% YOY growth in customer accounts by aligning solutions with business goals and demonstrating clear ROI
- Achieved a Customer Health Index Score of 9 across the portfolio, reflecting exceptional customer satisfaction and value realization
- Led C-level engagements and Executive Business Reviews (EBRs), focusing on ROI, business outcomes, and long-term strategic planning
- Built and maintained strong relationships with Sales, Services, Support, and Product teams (PODs), driving upsell and cross-sell opportunities within assigned accounts
- Spearheaded multiple large-scale transformational programs across Enterprise and Large Enterprise clients, ensuring successful implementation, user adoption, and governance
- Guided and mentored junior Success Managers, fostering a culture of continuous learning and improvement within the customer success team.
Success Manager
SPRINKLR
Bangalore
04.2022 - 03.2024
- Successfully managed a portfolio of 15 Enterprise customers across diverse verticals, including retail, finance, real estate, and F&B, handling a book of business exceeding $1.7 million annually
- Achieved an 91% customer renewal rate by developing tailored success plans & renewal plans; maintaining proactive communication with clients
- Increased product adoption by 20% through targeted training sessions and regular customer engagement, leading to improved customer satisfaction and product usage
- Led and delivered numerous Executive Business Reviews (EBRs) focusing on quantifiable business outcomes, risk mitigation, and strategic roadmaps
- Maintained a Customer Health Index Score of 8 across the managed portfolio, indicating strong customer engagement and satisfaction levels
- Worked closely with Sales, Product, and Support teams to resolve customer issues, identify upsell opportunities, and ensure alignment on business objectives
- Conducted regular business reviews, aligning on KPIs and helping customers realize the full value of their investment, resulting in higher Net Promoter Scores (NPS).
Customer Success Manager - Team Lead
TIMES INTERNET LIMITED (DINEOUT)
Bangalore
10.2018 - 04.2022
- Develop a process and reporting framework to monitor client health, ensuring high customer satisfaction and quick resolution of grievances
- Continuously evolve the CRM strategy, integrating the right tools and technologies to enhance customer experience
- Drive the team to achieve an 80%+ client renewal rate, 30% year-over-year account growth, and maintain a contact rate above 80%, with a churn rate below 5% and a repeat rate below 2%
- Ensure effective management of marquee brands contributing 30% of organizational revenue, while increasing brand awareness and promoting the product suite
- Oversee client renewals and upsell products, ensuring successful retention and 20% growth YOY
- Foster a collaborative, team-driven approach to increase productivity through shared experiences and case studies.
Customer Success Manager - SR.Executive
TIMES INTERNET LIMITED (DINEOUT)
Bangalore
10.2017 - 09.2018
- Serve as the lead point of contact for all key account matters, ensuring a 90% renewal rate and maintaining strong, long-term client relationships
- Conduct efficient health checks by tracking product usage, ensuring timely deactivations, and providing actionable suggestions for product improvement
- Work closely with internal teams (Customer Experience, Sales, Product Development) to enhance the overall customer experience and align product offerings with client needs
- Ensure effective and timely client communication, including regular reports, problem resolution, and product updates tailored to client requirements
- Act as an irreplaceable and trusted advisor, repairing damaged relationships, managing expectations, and fostering long-term client associations.
Customer Success Manager - Executive
TIMES INTERNET LIMITED (DINEOUT)
Bangalore
10.2016 - 09.2017
- Serve as the primary contact for your accounts, focusing on building and maintaining strong, long-lasting customer relationships and developing trusted advisor status
- Work closely with internal teams to ensure timely and successful delivery of solutions, addressing client needs, and meeting business targets
- Collaborate with sales to identify and grow opportunities, ensuring quality product activations
- Regularly communicate progress on initiatives and account status to internal stakeholders and clients, preparing reports and assisting with challenging client requests or escalations as needed.
Relationship Manager
PROPTIGER
Bangalore
08.2015 - 09.2016
- Proposed strategies to boost brand awareness and increase sales, supporting the Head in selling various residential projects
- Consistently met monthly and quarterly sales targets, driving business development operations and providing comprehensive after-sales services, including home loan assistance
- Conducted site visits for prospects, addressing queries, and coordinating with developers to ensure customer satisfaction at all interaction points with PropTiger.
Education
Master of Business Administration in Marketing & IT -
Adarsh Institute of Management
Bangalore, Karnataka 04.2001 - 07.2015
Bachelor of Engineering in CSE -
REC Engineering College
Gadag, Karnataka06.2013
Skills
Customer Retention
SaaS
Strategic Planning & Execution
Customer Advocacy
Negotiation and Conflict Resolution
Customer Relationship Building
Effective Communication
Stakeholder Management
Teamwork and Collaboration
Training and Mentoring
Problem-Solving
Research and Due Diligence
Awards
- Success Manager of the Quarter (Q1'24 & Q4'24, Sprinklr): Recognized twice as the top-performing Success Manager for outstanding contributions to client success and retention.
- "Getting Things Done, Faster!" Award (Operations, PAN INDIA): Honored by the COO for exemplary efficiency and speed in driving operational excellence across India.
- "Most Valuable Player" Award: Celebrated for exceptional performance in account renewals and consistently growing existing accounts.
- "Real Star" Award: Acknowledged for delivering excellence in the onboarding project, ensuring smooth and successful client transitions.
- "Unsung Hero" Award: Recognized for behind-the-scenes efforts that ensured flawless operations, contributing significantly to overall success.
- "Real Superstar" Award (Proptiger.com): Awarded for surpassing sales targets and delivering outstanding results in a highly competitive environment.
Projects
Product Roadmap: Raised 300+ requirements, driving product growth and client satisfaction through close collaboration with business and product teams. Onboarding: Led a team to streamline the onboarding process, delivering 3000+ accounts in 2 months, significantly improving efficiency. Case Study Creation: Collaborated with the marketing team to develop case studies for marquee brands, enhancing sales pitches.
Timeline
Sr.Success Manager
SPRNIKLR
04.2024 - Current
Success Manager
SPRINKLR
04.2022 - 03.2024
Customer Success Manager - Team Lead
TIMES INTERNET LIMITED (DINEOUT)
10.2018 - 04.2022
Customer Success Manager - SR.Executive
TIMES INTERNET LIMITED (DINEOUT)
10.2017 - 09.2018
Customer Success Manager - Executive
TIMES INTERNET LIMITED (DINEOUT)
10.2016 - 09.2017
Relationship Manager
PROPTIGER
08.2015 - 09.2016
Master of Business Administration in Marketing & IT -
Adarsh Institute of Management
04.2001 - 07.2015
Bachelor of Engineering in CSE -
REC Engineering College