Summary
Overview
Work History
Education
Skills
Websites
Entrepreneurship Experience
Timeline
Generic

RISHABH ANANDRAJ

Bengaluru

Summary

Experienced Customer Success Manager with a proven track record in leading client onboarding, training, and retention initiatives for SaaS solutions. Skilled at fostering strong client relationships, driving product adoption, and leveraging data-driven insights to reduce churn and maximize customer lifetime value. Adept at cross-functional collaboration, strategic problem-solving, and delivering personalized customer experiences that align with business objectives.

Overview

3
3
years of professional experience

Work History

Customer Success Manager & Head of Onboarding

Nexx Zeal Technologies Pvt. Ltd. (Nexxio)
06.2023 - Current
  • Led a dedicated team of three to manage comprehensive client onboarding, training, and ongoing success for 30+ MSME clients across India, consistently driving rapid product adoption and high customer satisfaction.
  • Designed and delivered tailored online and on-site training programs, improving feature usage and significantly reducing onboarding completion time, thus boosting customer engagement and retention.
  • Built and scaled repeatable onboarding frameworks and customer success processes that enhanced operational efficiency, facilitated smooth transitions from sales to support, and enabled sustainable growth.
  • Served as the primary liaison between MSME clients and internal teams to translate business goals and requirements, resolve issues quickly, and champion the voice of the customer across all lifecycle stages.
  • Utilized customer health scores, engagement analytics, and check-ins to identify at-risk accounts; executed strategic, personalized interventions to lower churn and drive long-term retention.
  • Drove upsell and cross-sell opportunities by proactively uncovering client growth needs and collaborating with sales on tailored expansion plans, contributing to revenue growth within the MSME segment.
  • Orchestrated quarterly business reviews and regular status calls with client stakeholders to ensure continuous alignment with business objectives and maximize product value realization.
  • Gathered and relayed actionable client feedback to product and engineering teams, directly influencing roadmap priorities and promoting development of new features based on real client needs.
  • Managed conflict resolution, escalations, and complex support cases with empathy and efficiency, consistently delivering best-in-class customer experiences and resolving challenges before they escalated.
  • Monitored, analyzed, and reported key onboarding and success metrics—including completion rate, time-to-value, retention rate, and NPS—to drive ongoing process improvements and demonstrate business impact.
  • Delivered hyper-personalized support, training, and solutions, adapting strategies for each MSME client to ensure satisfaction and product mastery tailored to their individual business goals.
  • Demonstrated strong project management and technical expertise by guiding clients through software configuration, integration, and troubleshooting, ensuring smooth implementations and minimal friction.
  • Fostered seamless cross-functional collaboration with sales, product, and support teams to deliver complex implementations, successful onboarding, and ongoing value realization for all clients.
  • Proactively identified and addressed client pain points, leveraging insights to enable maximum product utility and continuous improvement of customer success practices.

Customer Success Manager Cum APM

EASEMYGROWTH, Credinocs Tech Pvt Ltd.
04.2022 - 02.2024


  • Led 10+ member cross-functional teams with precision, defining roles for effective collaboration orchestrating the design implementation, and execution of the features.
  • Orchestrated the efficient delivery of 70+ user stories on Jira, maintaining a 100% completion rate.
  • Conceptualized and crafted wireframes for both the application and parts of website to enhance user experience and successful implementation of the features.
  • Engaged proactively with 10+ active clients to gather feedback, leading to strategic product enhancements.
  • Conducted research & analysis to refine UX/UI components of the application.
  • Collaborated closely with the development team, implemented a streamlined Agile workflow to implement front-end and back-end features of the application achieving a 30% reduction in the overall development timeline.
  • Define and prioritize tasks considering their impact on both business and customers.
  • Directed the successful integration of a Virtual Reality feature, elevating functionality and user appeal by 30%.
  • Collaborated closely with senior stakeholders to define and execute a comprehensive product strategy.
  • Led the implementation of a new feature on the website which effectively boosted website traffic by 27% in a span of 2 months.
  • Formulated and executed an advertising placement strategy across the company's app and website, resulting in increased revenue generation.
  • Identified customer pain points and refined our approach through transparent communication to address them by gathering feedback, prioritizing issues, and implementing iterative improvements.
  • Presented the product to over 15 CEOs and their respective marketing teams from esteemed brands.
  • Worked closely with clients' teams to comprehend requirements, drive innovation, implement changes, and ensure timely delivery, consistently meeting or exceeding set deadlines.
  • Formulated strategic initiatives and led the seamless integration of 360 photography by Google Street View, specifically tailored for a prominent FMCG brand to enhance visibility and market presence for their export products.
  • Engaged closely with several prominent brands, including a Shark Tank-funded company and a globally recognized, multi-award-winning whiskey brand.

Education

Bachelor of Arts - English Hons.

PATNA UNIVERSITY
Patna
05.2022

Skills

  • Functional: Product Lifecycle Management & Road Map, GTM, Stakeholder Management, Cross-functional Team Management, Process Mapping, Process Discovery, Market Research, MVP Creation, Product Vision/Mission, Innovation and creativity Communication (verbal and written), Relationship building, Empathy, Organizational and time management, Problem solving and critical thinking, Cross-functional collaboration ,Project management and execution, Negotiation and influence, Customer advocacy
  • Technical: Jira, Trello, Slack, Confluence, Wireframing, Quality Assurance, Product design, Agile methodology, Scrum, Figma (Basic), Canva, MS Office Suite,Data analysis and customer health metrics, Reporting and dashboard tools (Excel, Google Sheets,Product knowledge and troubleshooting, Project management tools and methodologies,Technical support and software integration, Digital communication tools (Zoom, MS Teams, Email platforms)

Websites

Entrepreneurship Experience

Skillfully launched and managed a flourishing 'Cloud Kitchen' venture for over a year

Timeline

Customer Success Manager & Head of Onboarding

Nexx Zeal Technologies Pvt. Ltd. (Nexxio)
06.2023 - Current

Customer Success Manager Cum APM

EASEMYGROWTH, Credinocs Tech Pvt Ltd.
04.2022 - 02.2024

Bachelor of Arts - English Hons.

PATNA UNIVERSITY

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