Rohan Rehan
Summary
Dynamic Customer Success leader with 6 years of experience building strong enterprise relationships, driving seamless onboarding, and maximizing renewals for SaaS products. Proven track record in leading teams, optimizing customer journeys, and leveraging AI and automation tools to enhance engagement and retention. Skilled at delivering strategic value and long-term customer success through proactive relationship management and data-driven processes.
Overview
8
8
years of professional experience
Work History
Manager—Customer Relations
Trycon Technologies Private Limited
10.2024 - Current
- Own and manage the complete post-sales customer lifecycle for 50+ enterprise SaaS accounts, achieving a 20%+ increase in renewal rates and 15% YoY revenue growth
- Delivered personalized onboarding programs and product enablement using structured playbooks, driving a 30% increase in feature adoption within the first 90 days
- Partnered cross-functionally with Sales, Product, and Engineering to design and execute expansion and upsell strategies
- Acted as the primary escalation point for key enterprise accounts, resolving critical issues within SLA and driving customer satisfaction to 95%+
- Mentored and trained a team of 5 Customer Relations and Success specialists, standardizing onboarding workflows and reducing ticket resolution time by 35%
Associate Manager
Trycon Technologies Private Limited
04.2023 - 09.2024
- Led Customer Success and Support teams, focusing on customer retention, expansion, and adoption, achieving a 95%+ renewal rate for strategic accounts
- Implemented data-driven success plans tailored to enterprise client objectives, resulting in a 25% increase in upsell opportunities and multi-year renewals
- Closed multiple enterprise deals, actively collaborating with Sales and Product to identify and drive expansion revenue
- Leveraged analytics to identify usage gaps and proactively recommend features, accelerating product adoption
Senior Product Specialist
Trycon Technologies Private Limited
04.2022 - 03.2023
- Developed and delivered comprehensive onboarding/training programs, leading to a 40% reduction in time-to-value for new enterprise customers
- Strengthened stakeholder trust by resolving escalations for enterprise accounts, leading to multi-year renewals and expansion
Product Specialist
Trycon Technologies Private Limited
06.2020 - 03.2022
- Managed multi-channel enterprise communications, ensuring consistent high-touch engagement and integration of customer feedback into product roadmaps
- Acted as the voice of the customer with Product/Engineering, resulting in the release of high-impact features driven by enterprise needs
Business Development Associate
Byju's – The Learning App
05.2019 - 02.2020
- Consulted with students and parents to align product offerings with educational needs, enhancing engagement and conversion.
- Monitored onboarding and retention metrics, contributing insights to customer experience improvements.
Training Specialist
Amazon India
03.2018 - 09.2018
- Delivered training programs focused on process efficiency and customer handling for new recruits.
- Mentored a team of associates, improving their KPIs through performance feedback and workshops.
Customer Service Associate
07.2017 - 02.2018
- Provided top-tier support through calls and chats; maintained 95%+ CSAT scores consistently.
Education
B.Tech - Civil Engineering
Hindustan Institute of Technology & Management
Agra10.2017
Intermediate -
Christ The King High School
Tundla01.2013
High School -
Christ The King High School
Tundla01.2011
Skills
- Customer Lifecycle Management (Onboarding → Adoption → Renewal)
- Enterprise Account Handling & Relationship Building
- Product Training, Enablement & Success Planning
- Upselling & Cross-Selling Strategies
- Success Metrics Definition & Tracking
- CRM & Tools: Zendesk, HubSpot, Jira, Microsoft Office
Timeline
Manager—Customer Relations
Trycon Technologies Private Limited
10.2024 - Current
Associate Manager
Trycon Technologies Private Limited
04.2023 - 09.2024
Senior Product Specialist
Trycon Technologies Private Limited
04.2022 - 03.2023
Product Specialist
Trycon Technologies Private Limited
06.2020 - 03.2022
Business Development Associate
Byju's – The Learning App
05.2019 - 02.2020
Training Specialist
Amazon India
03.2018 - 09.2018
Customer Service Associate
07.2017 - 02.2018
B.Tech - Civil Engineering
Hindustan Institute of Technology & Management
Intermediate -
Christ The King High School
High School -
Christ The King High School
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