Pragati Upadhyay
Summary
Dynamic and results-driven Customer Success Manager with 4 years of expertise in managing B2B clients, driving revenue growth, and coordinating cross-functional teams to deliver exceptional client outcomes. Skilled in building strong relationships with senior stakeholders, critically analyzing data for decision-making, and aligning strategic initiatives to achieve business goals.
Overview
4
4
years of professional experience
Work History
Portfolio Success Manager
Ideagen
02.2025 - Current
- Created tailored onboarding plans for smooth client transitions.
- Proactively addressed concerns to reduce account attrition.
Customer Success Manager
Verloop
11.2023 - 12.2024
- Achieved client retention rates exceeding 95% Logo Retention, 90% Gross Recurring Revenue (GRR), and 105% Net Retention Rate (NRR) during my tenure.
- Increased product portfolio for existing clients by identifying upsell and cross-sell opportunities, contributing to a 50% ARR uplift in FY-2023-24.
- Managed a diverse portfolio of clients across regions like Southeast Asia, MENA and India, worked with some renowned brands such as Decathlon, Lendingkart, BrightLife Care, Career Launcher, Al Tayer (UAE), and Kanmo Group (Jakarta).
Customer Success Executive
WebEngage
03.2022 - 07.2023
- Single-handedly managed the entire Adani portfolio (AdaniOne, Adani Gas, Adani Electricity),responsible for over 40L MRR in business.
- Increased product adoption for the Adani client by 40% through customized strategies.
- Achieved a remarkable 100% customer retention rate through the cultivation of strong client relationships and a deep understanding of their pain points and objectives.
Sales Development Representative
Netcore Cloud
04.2021 - 02.2022
- Recognized as a top performer within the Netcore domestic team during Q1 and Q2.
- Manage all sales qualified leads, clients, and opportunities in Salesforce, to log communications accurately.
- Brought marketing qualified leads from multiple industries and helped the sales team to close the deals.
- Trained new hires in the sales process and tools, enabling seamless onboarding.
Education
PostGraduate Certificate in Business Management -
XLRI Jamshedpur
11.2025
Bachelor of Business Administration -
06.2021
Skills
- Customer Success: Retention, Upselling, Cross-Selling, Escalation Mitigation
- CRM Expertise: Salesforce Implementation & Management
- Strategic Planning: Data Analysis, Revenue Growth, Product Adoption
- Collaboration: Cross-functional Teamwork, Stakeholder Management
- Technical Tools: Salesforce, Freshdesk, Gainsight, Power BI, MS office
LinkedIn Profile
https://www.linkedin.com/in/pragati-upadhyay-b37471193
Timeline
Portfolio Success Manager
Ideagen
02.2025 - Current
Customer Success Manager
Verloop
11.2023 - 12.2024
Customer Success Executive
WebEngage
03.2022 - 07.2023
Sales Development Representative
Netcore Cloud
04.2021 - 02.2022
Bachelor of Business Administration -
PostGraduate Certificate in Business Management -
XLRI Jamshedpur
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