Priyanka Thapa
Dehradun
Summary
Dynamic Customer Success Manager with a proven track record at BrowserStack, achieving a 99% renewal rate. Expert in customer retention and strategic planning, I excel in optimizing processes and driving account expansion. My proactive approach fosters strong client relationships, ensuring exceptional support and value realization for diverse enterprise accounts.
Overview
11
11
years of professional experience
Work History
Customer Success Manager
Genista Biosciences
Dehradun
01.2025 - Current
- Onboarded new clients and connected existing clients with Sales, Laboratory, and Engineering teams.
- Developed onboarding and training materials to educate clients on offerings.
- Reviewed and resolved customer issues by asking clarifying questions to determine root causes.
- Optimized processes to enhance client success and improve quality and efficiency.
- Provided high-level technical support to address customer dissatisfaction.
- Maintained comprehensive knowledge of Genista’s products to maximize client engagement.
Customer Success Manager
Multiplier
Dehradun
01.2023 - 08.2024
- Managed a portfolio of 50 customers in EMEA region with ARR worth 500K USD with a 100% retention rate in 3 quarters
- Was able to bag 6 G2 reviews in 1st quarter and successfully expanded an account from 500 USD MRR to 15000 USD
- Crafted client-centric strategy by aligning Multiplier tools with customer's business goals, fostering growth
- Nurtured enduring client bonds through solution-driven approaches, expanding revenue opportunities
- Collaborated with product and operations teams for impactful enhancements
- Structured and executed success plans, optimizing product value for clients
- Proactively monitored usage, and delivered timely support for assured customer success
Senior Customer Success Specialist
BrowserStack
Dehradun
05.2022 - 12.2022
- Managed 100+ organic accounts with ARR worth 1.2 Mn USD with a 99% renewal rate
- Tracking product usage
- Driving operational excellence via tools and processes
- Engaging low-usage clients proactively, providing walkthroughs
- Upgrading high-usage customers with expanded offerings
Customer Success Manager
Whatfix
05.2021 - 05.2022
- Managed enterprise customer portfolio in the NAMER region with customers liks BMC, Tiffany's, Spotify with ARR over $250K achieving a 100% 3-quarter retention boost
- Led strategic kickoff calls, and collaborated on solutions
- Conducted regular reviews, and shared Whatfix's best practices
- Proficient in demos, and implementing new features
- Provided proactive support and issue resolution
- Actively drove renewals and MSA agreements
Customer Success Manager
Wingify
Delhi
02.2019 - 05.2021
- I specialize in supporting Enterprise accounts for agencies in the USA and Latin America using VWO and VWO Engage
- My role includes building strong client relationships, enhancing retention, and understanding objectives for optimization
- I handle issue resolution and conduct Customer Success Forums (CSFs) and QBRs for data analysis and recommendations
- I also engage agencies in marketing activities and assist them in becoming trusted license partners
Customer Success Manager
Datability Colutions Pvt. Ltd.
09.2016 - 02.2019
- I onboard global customers, optimizing iZooto's solution on their websites post-sale
- Crafting tailored solutions to maximize ROI and increase account value
- Upgrading accounts and delivering exclusive support
- Providing hands-on training, tracking account activity, and gathering feedback for product enhancement
- Assisting potential and passive clients until onboarding for value realization
Web Developer
Aptara Inc
Delhi
09.2014 - 07.2016
- Create, develop, and upkeep websites using scripting languages, content tools, management software, and digital media
- Generate, design, and modify web page content, while supervising content production
- Execute regular website updates and maintenance tasks
Education
B.Tech -
UTU
06.2014
Skills
- Customer Retention
- Performance monitoring
- Customer training and onboarding
- Usage tracking
- Process optimization
- Strategic planning
- Account Expansion
- QBR/EBR
- Customer Relationship
- Account Renewal
Personal Information
Title: Customer Success Manager
Timeline
Customer Success Manager
Genista Biosciences
01.2025 - Current
Customer Success Manager
Multiplier
01.2023 - 08.2024
Senior Customer Success Specialist
BrowserStack
05.2022 - 12.2022
Customer Success Manager
Whatfix
05.2021 - 05.2022
Customer Success Manager
Wingify
02.2019 - 05.2021
Customer Success Manager
Datability Colutions Pvt. Ltd.
09.2016 - 02.2019
Web Developer
Aptara Inc
09.2014 - 07.2016
B.Tech -
UTU
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