RISHI RANJAN
Principal Customer Success Manager
Gurgaon
Summary
Senior Customer Success leader with 10+ years of experience managing enterprise accounts across SaaS, BFSI, Telecom, and Tech platforms. Currently owning a ₹50 Cr ARR portfolio at Exotel, delivering 106% NRR across strategic Banking & Insurance accounts. Proven expertise in driving platform adoption, AI-led product growth, and executive-level engagement to enable large-scale digital transformation.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Principal Customer Success Manager
Exotel Techcom Pvt. Ltd.
07.2021 - Current
- Own P&L and growth strategy for a ₹50 Cr ARR enterprise portfolio across 10 Banking & Insurance accounts, directly accountable for revenue retention and expansion.
- Delivered 106% NRR consistently across the strategic BFSI portfolio through proactive engagement, solution expansion, and executive relationship management.
- Scaled strategic accounts through solution-led selling, achieving up to 5x ARR growth across key logos by identifying and closing expansion opportunities.
- Spearheaded onboarding and go-live for a leading broking client, enabling rapid scale to 1,500+ agents in under 7 months — well ahead of contractual SLAs.
- Drove Gen AI-powered chatbot adoption and cross-sell initiatives, growing active live journeys from 3 to 23 and unlocking a 300% revenue uplift within the account.
- Designed omnichannel engagement solutions for banks across collections, RM connect, and digital CX, including pioneering the '1 Bank 1 Number' architecture that consolidated communication across multiple banking lines.
- Partner with Product & Engineering to define integration requirements, prioritize features, and ensure seamless deployments; serve as the voice of the customer in compliance certifications (DPDP, GDPR, PCI-DSS).
- Facilitate CXO-level QBRs and MBRs, driving long-term strategic alignment and renewal confidence across all accounts.
Consultant
Indian Political Action Committee (I-PAC)
12.2020 - 07.2021
- Designed and executed data-driven stakeholder engagement strategies for large-scale political campaigns involving multiple constituencies and tight timelines.
- Leveraged analytics to shape targeted outreach programs, improving voter engagement and campaign efficiency.
- Ensured win in all the 3 constituencies as part of the project – by a vote count of 53k votes, 35k votes and 54k votes for Canning purba, Canning Paschim and Mograhat purba respectively.
- Short-term engagement during market transition
Key Account Manager
Union Bank of India
06.2016 - 12.2020
- Managed enterprise accounts for digital payment adoption, API integrations, and onboarding of institutional clients onto digital banking platforms — improving adoption rates and transaction volumes.
- Designed and launched the fee collection digital journey for KV school chains in partnership with ATOM Solutions, enabling seamless digital banking adoption at scale across a national school network.
- Conducted CXO-level MBRs that influenced long-term partnerships and solution expansions across the portfolio.
- Worked cross-functionally to ensure smooth implementation and issue resolution throughout the client onboarding lifecycle.
Key Account Manager
Thomas Assessments Pvt. Ltd.
07.2014 - 06.2015
- Managed a ₹10 Cr enterprise portfolio, consulting HR leaders and CXOs on talent assessment tools to improve employee engagement outcomes.
- Drove upsell, cross-sell, and renewals, achieving MRR growth and measurable churn reduction.
- Onboarded 3 new logos, thereby increasing the MRR from INR 20.00 lacs to 50.00 lacs.
- Conducted assessment center for JSPL at its 3 locations- Angul, barbil and Raigad- leading to a onetime revenue realisation of 30.00 lacs.
Territory Sales Manager
Bharti Airtel Ltd.
05.2013 - 07.2014
- Scaled distribution channels via USSD-based digital onboarding; managed a team of 10 FSEs and 2 distributors.
- Increased average ARPU for the assigned territory from Rs 145 to Rs 310 through continued push to sell high value packs to the customers- incentivised retailers and distributors for secondary and tertiary billing for High value packs.
- Increased SOGA for Airtel in the territory to 34% from 22% in a span of 11 months.
- Emerged as the best performing TSM for Q3 (FY2013-2014) for highest number of Net new additions at 35k customers.
Education
PGDM - Retail & Marketing
Institute of Public Enterprise, Hyderabad
Hyderabad, India01-2013
B.Sc. - Life Sciences
Sri Venkateswara College, University of Delhi
Delhi, India01-2010
Skills
- P&L Ownership & ARR Growth
- Customer Retention & NRR Management
- Enterprise Onboarding & Go-Live
- API Integrations & Platform Adoption
- AI/Gen AI Product Adoption
- CXO Stakeholder Management
- QBR/MBR Facilitation
- BFSI Digital Transformation
- Cross-Functional Collaboration
- Commercial Negotiation
Accomplishments
- Winner of the Ownership Award for the successful onboarding and go-live of one of Exotel's largest ECC customers — scaling to 1,500 seats.
- Received the Excellence Award for turnaround growth on a GP-negative account, delivering a 182x increase in GP within the year.
Certification
Generative AI leader by Google
Timeline
Generative AI leader by Google
03-2026
Principal Customer Success Manager
Exotel Techcom Pvt. Ltd.
07.2021 - Current
Consultant
Indian Political Action Committee (I-PAC)
12.2020 - 07.2021
Key Account Manager
Union Bank of India
06.2016 - 12.2020
Key Account Manager
Thomas Assessments Pvt. Ltd.
07.2014 - 06.2015
Territory Sales Manager
Bharti Airtel Ltd.
05.2013 - 07.2014
B.Sc. - Life Sciences
Sri Venkateswara College, University of Delhi
PGDM - Retail & Marketing
Institute of Public Enterprise, Hyderabad