Years of experience in Customer Success and Account Management
Nishant Rohilla
Lead - Customer Success
Bengaluru
Summary
Customer Success Leader | Driving Retention, Growth, and Strategic Excellence
With over a decade of experience in Customer Success, Account Management, and Project Delivery, I specialize in cultivating meaningful customer relationships, driving revenue growth, and building high-performing teams.
My journey is defined by delivering measurable outcomes, with a proven track record of maintaining stellar retention rates and achieving remarkable business milestones.
Overview
11
11
4
4
Years of Managerial Experience
3
3
Major Geographies. US, EMEA and India
1
1
Certification
Work History
Lead - Customer Success
Whatfix
Bengaluru
2 2020 - Current
- Successfully led a diverse Enterprise customer portfolio across the US EAST, UK, EMEA Markets managing an ARR of approx $6M handling the biggest and most strategic customers for Whatfix.
- Managing a high performing team of 4, CSM's and Sr CSM's, driving them to exceed both team and individual targets while consistently exceeding expectations and achieving over 97% GRR Retention annually in 2024
- Managed the complete customer lifecycle, overseeing Onboarding, Adoption, Renewal, Churn Prevention and Expansion phases, and actively contributed to Upsells, Cross-sells, Account Expansions, Seat Upgrades, Advocacy, Referrals, Case Studies, and Logo approvals.
- Achieved an impressive NRR of 125% in 2024, resulting in a revenue increase of $1M. Produced two case studies and established at least ten distinct avenues for customer advocacy.
- Spearheaded team-wide initiatives and crafted playbooks to enhance internal collaboration and external relationship management. Led initiatives such as CSM/Sales Collaboration, Emerging team - Red Account analysis, and industry use case-driven Playbooks.
- Conducted regular Executive Business Reviews (EBRs) and cadences with Executive Sponsors, Buyers, and CXOs during in-person visits, cultivating strong relationships.
- Demonstrated leadership by motivating and inspiring peers and junior team members, showcasing effective leadership capabilities.
Senior Manager - Customer Success
OneDirect
New Delhi
06.2017 - 01.2020
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Lead a team of 3 to devise Renewal and Expansion strategy of customers during their lifecycle.
- Building detailed account plans with my team
- Engaging with C-level Executives of prospects/clients to generate leads and references to in turn generate revenue.
- Managing life cycle of clients from prospect to close
- Evaluated hiring, firing, and promotions requests.
- Negotiate contracts with customers and documenting conversations on CRM software (Pipedrive, Salesforce etc)
Account Manager
FieldAssist
Gurgaon
11.2015 - 05.2017
- Managing portfolio of FMCG accounts to execute Sales Force Automation Projects
- Maintaining close relationship with C-level management of Accounts
- Upselling and Cross-selling new logins and products to existing accounts
- Work in tandem with Product, Tech & Support Team to ensure Client Delight
Management Trainee
KCT Group
Mumbai
07.2014 - 07.2015
- Managing relationship and liaising with 2 clients - Gujarat Electricity Board and Gujarat Narmada Valley Fertilizer
- Managing quality of coal received via coal rakes in coal Processing plants of GEB and GNFC.
Education
B.Tech - Mining Engineering
Indian Institute of Technology (ISM)
Dhanbad 07.2010 - 2014.06
High School Diploma -
M.R.A. Sr. Sec. School
Chandigarh 04.2008 - 2010.05
High School Diploma -
Bhavan Vidyalaya
Panchkula, Haryana 06.2006 - 2008.05
Skills
Relationship building
Accomplishments
- Earned 3 promotions in the past 4 years , demonstrating rapid career advancement.
- Maintained a consecutive streak of 10 Quarters with 100% GRR.
- Maintained a robust GRR of 96% in 2022, followed by an impressive increase to 100% in 2023 and 97% in 2024.
- Spearheaded an organization-wide initiative to develop a Playbook for Recruitment Industry expertise , overseeing its creation and growth from a sole team member to a team of six
Certification
Udemy Certification - Become a Product Manager
Languages
English
Advanced
Hindi
Advanced
Punjabi
Intermediate
Hobbies
- Working Out
- Playing Snooker
- Playing Chess
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