PRIYANSHU SAINI
New Delhi
Summary
Results-driven Customer Success Manager with proven experience in managing high-value mid-market and enterprise accounts, driving Gross Revenue Retention (GRR), and enabling customer growth through renewals, upsells, and cross-sells. Skilled at leading GRC transformation programs, partnering with CISOs, and executives to align compliance, security, and business goals. Adept at defining and optimizing the customer journey, driving adoption of SaaS platforms across multiple business units, and leading QBRs and EBRs to demonstrate value and strengthen executive relationships. Recognized as a subject-matter expert and mentor, shaping playbooks, enabling teams, and building scalable processes that improve customer success outcomes.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Sr. Customer Success Manager
Sprinto
New Delhi
01.2024 - Current
- Managed portfolio of high-value mid-market accounts, ensuring renewals and driving expansion for revenue retention.
- Directed end-to-end planning and execution of client compliance and security transformation projects.
- Built trusted relationships with CISOs, CIOs, and senior stakeholders to deliver actionable compliance insights.
- Proactively monitored leading KPIs to ensure customer success and mitigate potential risks.
- Facilitated quarterly business reviews and executive engagements to showcase value and align strategies.
- Acted as subject matter expert within Customer Success team, mentoring peers on complex scenarios.
Sr. Customer Success Manager
Freshworks Inc.
05.2022 - 11.2023
- Developed customer success strategies that increased client engagement and satisfaction.
- Managed onboarding sessions, ensuring seamless product integration for new clients.
- Collaborated with sales teams to identify upsell opportunities in existing accounts.
- Provided training and support on Freshworks' product suite to enhance client knowledge.
- Analyzed customer feedback to refine service offerings and product features.
- Conducted regular client check-ins to assess needs and monitor progress.
- Mentored junior team members on effective customer success management practices.
- Tracked customer satisfaction metrics, including usage, retention, and feedback surveys.
Sr. Customer Success Manager
Verloop.io
05.2020 - 02.2022
- Designed user journeys for chatbot automation to optimize customer interactions.
- Increased revenue through strategic upselling of product subsets and feature add-ons.
- Served as product consultant for unified dashboard, delivering customized insights.
- Acted as primary contact for enterprise clients, ensuring effective communication.
- Engaged with customers to build strong relationships and enhance loyalty.
- Fostered relationships with clients to identify needs and challenges.
- Coordinated with cross-functional teams to resolve customer issues efficiently.
- Trained and mentored junior team members on customer success best practices.
Customer Success Manager
Leena AI
07.2017 - 02.2020
- Expanded customer lifetime value through strategic roadmaps aligning objectives with measurable outcomes.
- Delivered success blueprints and service plans to ensure long-term client engagement.
- Optimised customer lifecycle by mapping the end-to-end journey, enhancing adoption, and satisfaction.
- Cultivated executive relationships via regular communication and strategic query resolution.
- Maximized business impact by driving feature utilization across diverse business units.
- Implemented account management plans, streamlining processes to scale success across portfolios.
- Managed enterprise accounts including RPG Group, Reliance Group, AirAsia, OnePlus, Vodafone.
Business Development Executive
Guesthouser
09.2015 - 06.2017
- Developed partnerships with local accommodations to enhance guest offerings.
- Conducted market research to identify new business opportunities and trends.
- Collaborated with marketing teams to create targeted promotional campaigns.
- Managed client relationships to ensure satisfaction and repeat business.
- Coordinated events and activities to engage potential customers effectively.
- Analyzed competitor strategies to inform business development initiatives.
- Facilitated training sessions for new team members on sales techniques.
- Built relationships with clients, partners and vendors to facilitate successful partnerships.
Education
PGDM - Product Management & Marketing
Indian Institute of Planning & Management
New Delhi01.2015
BBA - MARKETING
Indian Institute of Planning & Management
New Delhi01.2013
Skills
- Customer relationship management
- Compliance management
- Onboarding process
- Strategic account planning
- Product training
- Crisis management
- Revenue growth strategies
- Performance metrics analysis
- Stakeholder engagement
- Client retention strategies
- Problem solving
- Mentorship and coaching
- Team collaboration
- Customer satisfaction
- Upselling strategies
- Account growth
- Strategic planning
- Client service optimization
Websites
Certification
- Google Agile Project Management
Timeline
Sr. Customer Success Manager
Sprinto
01.2024 - Current
Sr. Customer Success Manager
Freshworks Inc.
05.2022 - 11.2023
Sr. Customer Success Manager
Verloop.io
05.2020 - 02.2022
Customer Success Manager
Leena AI
07.2017 - 02.2020
Business Development Executive
Guesthouser
09.2015 - 06.2017
PGDM - Product Management & Marketing
Indian Institute of Planning & Management
BBA - MARKETING
Indian Institute of Planning & Management
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