HubSpot
ROHIT ABHISHEK
Senior Customer Success Manager
Gurgaon,HR
Summary
Results-driven Customer Success Manager with 11+ years of experience maximizing value for enterprise software clients. Proven ability to understand client needs, create effective strategies, and drive adoption of complex platforms, consistently exceeding expectations—expertise in Master Data Management and a passion for client success.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
2
2
Languages
Work History
Senior Customer Success Manager
ZapScale
02.2024 - Current
- Managed a portfolio of 15 enterprise & mid-level clients across Customer Success in India and the USA.
- Developed and implemented customized success plans to maximize client value and achieve ROI.
- Provided ongoing coaching and training to client teams, fostering strong relationships and exceeding client expectations.
- Led cross-functional teams (e.g., product, engineering, support) to resolve complex client issues and ensure successful outcomes.
Project Manager
Coats Digital
12.2019 - 01.2024
- Customer Success Initiatives: Championing customer-centric strategies to enhance client satisfaction and drive long-term success for enterprise clients. Identifying key pain points, developing tailored solutions, and building strong relationships with clients to foster trust and loyalty.
- Project Management: Leading cross-functional teams to ensure the timely and successful delivery of complex projects. Managing project scope, budget, and resources while mitigating risks and maintaining stakeholder communication.
- Stakeholder Collaboration: Collaborating with internal and external stakeholders to align project objectives, define requirements, and ensure seamless execution. Actively engaging with clients to gather feedback, address concerns, and deliver exceptional customer experiences.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
Customer Success Head
Coats Digital
12.2018 - 12.2019
- Promoted to Head of Customer Success for Bangladesh & MEA region.
- Increased the client touch by 70% in a year
- Helped the Sales team with boost in revenue worth USD 560K
Senior Consultant
ThreadSol
12.2014 - 12.2018
- Formulation and implementation of 'Group Proliferation Project' to upsell/ cross-sell in enterprise clients as a part of Customer Success.
- Took up the 'Key Account Manager' Position for Bangladesh
- Managed the downline team to successfully complete 17 projects, from group proliferation (worth USD 0.76 million)
Consultant
ThreadSol
11.2013 - 12.2014
- Led and managed 21 projects in 4 geographies (worth USD 1 million)
- Trained downline team on implementing & sustaining projects at clients' location
- Helped in setting up of Bangladesh geography with Sales
Sampling Incharge
Amrit Fashion
06.2013 - 10.2013
- Managed a team of 16 sampling operators for industrial garments.
- Constructed data-driven analytics to increase productivity.
- Managed sampling of a completely different product set of products to bag the order.
- Introduced a domestic assembly line of Kidswear
Education
Bachelor in Fashion Technology - Apparel Production
National Institute of Fashion Technology
Kolkata, India 04.2001 - 04.2013
10+2 - PCM
St. Karen's Secondary School
Patna, India 04.2001 - 04.2009
10th - PCM
St. Karen's School
Patna, India03-2007
Skills
Leadership
undefinedCertification
Strategic Thinking, LinkedIn
Software
Salesforce
FreshService
Intercom
Mixpanel
Zohodesk
Stripe
Chargebee
Zohobooks
Zoho CRM
Timeline
Senior Customer Success Manager
ZapScale
02.2024 - Current
Project Manager
Coats Digital
12.2019 - 01.2024
Customer Success Head
Coats Digital
12.2018 - 12.2019
Senior Consultant
ThreadSol
12.2014 - 12.2018
Consultant
ThreadSol
11.2013 - 12.2014
Sampling Incharge
Amrit Fashion
06.2013 - 10.2013
Bachelor in Fashion Technology - Apparel Production
National Institute of Fashion Technology
04.2001 - 04.2013
10+2 - PCM
St. Karen's Secondary School
04.2001 - 04.2009
10th - PCM
St. Karen's School
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