Summary
Overview
Work History
Education
Skills
Certifications
Timeline
Generic

Priyanka Paree Alphons

Customer Success Manager
Bengaluru

Summary

Customer Success professional with 5 years of experience implementing strategies that enhance customer retention, drive account expansion, and deliver meaningful customer experiences. Skilled in managing relationships with clients, cross-functional teams, and vendors. Proven track record in Enterprise and Mid-market account management, B2B SaaS and GRC SaaS onboarding, customer engagement, churn reduction, upselling, and leading communication initiatives that build lasting customer relationships and facilitate growth.

Overview

7
7
years of professional experience
4
4
years of post-secondary education

Work History

Customer Success Manager

Scrut Automation
04.2025 - Current
  • Currently managing the APAC region portfolio of 82 customer accounts (new and existing) with a combined Annual Recurring Revenue (ARR) exceeding $500,000 USD during my probation period.
  • Successfully onboarded new customers, guiding them through platform implementation, integration with existing systems, and early adoption of compliance modules.
  • Supported clients during surveillance audits for standards like SOC 2 Type 1 and Type 2, ISO 27001, HIPAA, GDPR, DPDPA, and CISA, assisting with compliance control setup, policy alignment, and evidence collection.
  • Helped drive compliance outcomes by advising on VAPT and Source Code Review, readiness, and strengthening control documentation in alignment with regulatory expectations.
  • Contributed to multiple upsell wins, including additional compliance frameworks and VAPT, generating incremental revenue within the first 90 days.
  • Conducted regular customer engagements (MBRs/QBRs) to build trust, surface risks early, and align stakeholders on long-term success plans.
  • Acted as the voice of the customer internally, collaborating with Sales, Product, and Solutions teams to improve onboarding and feature alignment.

Customer Success Manager

Animaker Inc.
10.2023 - 04.2025
  • Drive customer onboarding, training, and adoption strategies to ensure seamless product utilization.
  • Implement QBRs and proactive engagement plans, optimizing customer usage with 120% retention.
  • Lead renewals, upsells, and expansion efforts contribute to revenue growth.
  • Collaborate with product teams to implement customer-driven improvements.
  • Facilitated successful renewals through diligent relationship management and proactive issue resolution.
  • Managed Enterprise Accounts for ROW (Rest of the World) and US regions.


Customer Success Specialist

Freshworks
01.2021 - 10.2023
  • Built and maintained strong customer relationships, ensuring high ROI, and retention.
  • Led risk assessment and churn prevention strategies, achieving the lowest churn rates in 2022.
  • Consistently achieved above 140% retention attainment.
  • Created and delivered QBRs, EBRs, and customer advocacy programs.
  • Worked cross-functionally with sales, product, and marketing teams to drive customer expansion.
  • Managed mid-market and SMB accounts for North America.

Technical Support Specialist

Concentrix (Symantec)
09.2018 - 12.2020
  • Provided technical support for Symantec Endpoint Protection (on-premises, hybrid, cloud).
  • The work was to identify, investigate, and resolve users' problems with antivirus software and hardware, including support calls, chat, email, and/or other communication from users with inquiries regarding the antivirus product.
  • Assisted U.S.-based clients with setup, installation, configuration, and troubleshooting of the endpoint protection, manager, and clients.
  • Trained new hires on technical support procedures, contributing to overall team success and performance improvement.


Education

B.E. - Electronics & Communication Engineering

Vel Tech Engineering College
Chennai, India
01.2014 - 01.2018

Skills

B2B SaaS & GRC SaaS -Compliance Account

Business Review Presentations

Empathy

Customer Engagement & Retention

Program Management

Customer Relationship Building & Management

Customer Account & Stakeholder Management

Strategic Communications

Revenue Growth

Multitasking Abilities

Analytical Skills

ITIL

Customer Advocacy

Certifications

  • Game Changer & Champion Award, Freshworks, 2022
  • Project Management, CareerNinja
  • Customer Management, Great Learning Academy
  • Customer Success Manager Fundamentals, LinkedIn
  • CCNA Certified, Cisco

Timeline

Customer Success Manager

Scrut Automation
04.2025 - Current

Customer Success Manager

Animaker Inc.
10.2023 - 04.2025

Customer Success Specialist

Freshworks
01.2021 - 10.2023

Technical Support Specialist

Concentrix (Symantec)
09.2018 - 12.2020

B.E. - Electronics & Communication Engineering

Vel Tech Engineering College
01.2014 - 01.2018

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Priyanka Paree AlphonsCustomer Success Manager