Prajval Nagaraj
Bengaluru
Summary
Seasoned Customer Success Manager with extensive experience in driving client satisfaction, retention, and revenue growth in the B2B SaaS industry. Skilled in managing high-value portfolios, building strategic client relationships, and leveraging data-driven insights to improve product adoption, reduce churn, and enhance Net Promoter Scores. Adept at cross-functional collaboration to deliver exceptional customer outcomes.
Overview
11
11
years of professional experience
Work History
Senior Customer Success Manager
Webengage
Bangalore
12.2023 - Current
- Managed key accounts across the Middle East and Africa, ensuring successful implementation and adoption of WebEngage's retention and engagement platform
- Managed a portfolio worth $450,000+ with an average account size of $45,000 across Middle East and Africa regions
- Delivered upsells worth $60,000 within two quarters by aligning customer goals with WebEngage's solutions
- Improved customer retention by 30% through tailored engagement strategies and proactive issue resolution
- Achieved a 95% customer satisfaction rate during onboarding by conducting customized training and strategic alignment workshops
- Drove NPS improvements from 65 to 80 over 12 months through continuous feedback loops and enhanced client touchpoints
Senior Customer Success Manager
SpotDraft
Bangalore
05.2022 - 09.2023
- Managed a $1M portfolio, achieving $150,000 in upsells and cross-sells over four quarters
- Increased retention rates by 25% through proactive engagement and strategic customer success plans
- Reduced churn by 20% by addressing customer pain points with data-driven insights and CRM tools
- Enhanced NPS to 85 by delivering exceptional post-sales support and personalized onboarding experiences
- Partnered with sales teams to drive customer growth, contributing to a 10% year-over-year ACV increase
Account Manager
Aujas Networks
Bangalore
03.2019 - 05.2021
- Managed $800,000 in annual recurring revenue (ARR) with a focus on cybersecurity solutions
- Achieved $120,000 in upsell opportunities by identifying client needs for additional services
- Improved retention rates by 20% with targeted feedback loops and consistent value delivery
- Conducted strategic business reviews, leading to a 15% increase in client satisfaction scores
General Manager
BIOS Cloud HPT
Bangalore
07.2018 - 02.2019
- Set and achieved weekly, monthly, and quarterly team targets
- Managed portfolios for Shapoorji Pallonji Group and Etisalat UAE, ensuring seamless account management
- Enhanced operational efficiency, reduced costs, and maximized customer satisfaction through strategic initiatives
- Fostered collaboration with team-building activities and effective communication
- Resolved customer complaints swiftly while upholding service quality
- Launched a cloud platform leveraging AWS and Azure, boosting client acquisition by 25% and enhancing service delivery for 200+ enterprise customers
Senior Account Manager
Azuga Telematics
04.2016 - 07.2018
- Managed end-to-end sales, revenue, and account retention, earning 'Top Account Manager' for three consecutive quarters
- Secured a $300,000 contract with DHL and achieved a $25,000 upsell for truck asset trackers
- Boosted client retention by 25% and cross-sell revenue by 15% YoY through strategic account management using Azuga's connected vehicle platform
- Conducted client reviews, identified improvement opportunities, and delivered tailored performance reports
- Negotiated contracts, optimized terms, and unlocked new cross-selling
Sales Manager
Shop A Docket
Bangalore
09.2013 - 05.2015
- Interacted with clients to present advertising platforms, create value, and justify costs
- Oversaw artwork and ad distribution processes
- Managed campaigns across internet, TV, smartphones, and radio
- Forged strategic partnerships with advertisers, driving a 25% revenue increase by leveraging market trends and client feedback
Education
B'Com -
EILLM University
Bangalore06.2012
12th -
Vidya Vardhaka College
Mysore10th -
Mysore Lions School
MysoreSkills
- Ability to multitask
- Adaptability
- Strategic Thinking
- Customer Relationship Management
- Customer retention
- Cross-selling
- Upselling
- Customer Account Management
- Business Process Improvement
- Market Research
- Problem solving
- Revenue growth
- Hard work and dedication
- Start-Up Adept
- Project Management
- Customer Advocacy
Affiliations
- Cricket
- Trekking
- Cooking
- Fitness
Disclaimer
I hereby declare that the information provided above is true and accurate to the best of my knowledge. I understand that any false statement or misrepresentation may result in disqualification from employment opportunities.
Timeline
Senior Customer Success Manager
Webengage
12.2023 - Current
Senior Customer Success Manager
SpotDraft
05.2022 - 09.2023
Account Manager
Aujas Networks
03.2019 - 05.2021
General Manager
BIOS Cloud HPT
07.2018 - 02.2019
Senior Account Manager
Azuga Telematics
04.2016 - 07.2018
Sales Manager
Shop A Docket
09.2013 - 05.2015
B'Com -
EILLM University
12th -
Vidya Vardhaka College
10th -
Mysore Lions School
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