Puneet Chawla
Gurgaon
Summary
Dynamic professional with 13 years of experience in customer success management and strategic planning. Known for achieving high renewal rates while fostering strong client relationships and mentoring teams. Aiming to leverage insights and data analysis to enhance customer success initiatives.
Overview
14
14
years of professional experience
2
2
Certifications
Work History
Senior Customer Success Manager
Cornerstone on demand
Remote
10.2023 - Current
- Managing a portfolio of $7.3 million in the APJ region.
- 100% renewal rate for the last two years.
- Developed and maintained strong relationships with key client stakeholders.
- Facilitated regular check-ins with customers to gather insights on their needs.
- Created and updated customer success plans tailored to individual client objectives.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Developed plans and strategies to grow business and achieve company portfolio goals.
Customer Success Manager
Disprz ( Heuristix Digital Technologies Pvt. Ltd. )
Remote
08.2021 - 10.2023
- Managed a portfolio of $3.2 million in the India and Europe regions.
- Planned and delivered training sessions to improve customer effectiveness and address areas of weakness.
- Conducted regular check-ins with clients to ensure their needs were met.
- Provided guidance on how customers can maximize the value they receive from products and services.
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
- Met with customers to discuss best practices and drive outcomes.
- Created reports outlining customer usage and retention metrics.
Head - Customer success
Xperium.ai ( REPUP ) - Piquor technologies Pvt. Ltd.
Gurgaon
06.2013 - 07.2021
- Handling 100+ enterprise accounts in the US, SEA, and India.
- Making sure the NPS is high during the entire lifecycle.
- Presentation to key decision-makers for business partnership.
- Balancing both the strategic and tactical elements of deal negotiation.
- Sourcing new partners in this space, and executing exciting partnership solutions.
- Defining metrics to track the returns on these partnerships.
- Generating incremental revenue for the clients through valuable insights.
Inside Sales Executive
Richie circuitronix LLC
Gurgaon
05.2012 - 12.2012
- Engaged clients through effective communication and relationship-building strategies.
- Maintained accurate records of client interactions using CRM software.
- Provided customers with product information, pricing and availability.
- Followed up on pending orders and inquiries in a timely manner.
- Responded to customer inquiries quickly and professionally to maintain customer satisfaction.
Education
MBA - Marketing & International Business
JIMS Kalkaji
05-2012
Small & Medium Enterprenuership - Business Administration
College of Vocational Studies
04-2010
High School Diploma -
Delhi Public School
Gurgaon03-2007
Skills
- Customer success planning
- Client retention strategies
- Strategic planning
- Business growth strategies
- Training development
- Effective communication
- Problem solving
- Customer satisfaction
- Upselling strategies
- Client onboarding
Accomplishments
Awarded as the CSM of the year in SKO'25 in Bangkok
Certification
2021 : Certification in Certified Customer Success Manager from Success Coaching
Timeline
Senior Customer Success Manager
Cornerstone on demand
10.2023 - Current
Customer Success Manager
Disprz ( Heuristix Digital Technologies Pvt. Ltd. )
08.2021 - 10.2023
Head - Customer success
Xperium.ai ( REPUP ) - Piquor technologies Pvt. Ltd.
06.2013 - 07.2021
Inside Sales Executive
Richie circuitronix LLC
05.2012 - 12.2012
MBA - Marketing & International Business
JIMS Kalkaji
Small & Medium Enterprenuership - Business Administration
College of Vocational Studies
High School Diploma -
Delhi Public School