Rupak Nagar
Chandigarh
Summary
10+ years of experience in Customer Success, Account Management, and Client Relationship Management across SaaS, fintech, banking, and digital marketing. Proven track record in client onboarding, product adoption, retention, renewals, churn reduction, and upsell/cross-sell growth. Skilled in building and maintaining long-term client relationships and conducting Quarterly Business Reviews (QBRs). Experienced in improving NPS and CSAT scores to enhance customer satisfaction. Proficient in CRM tools including Salesforce, HubSpot, and Zoho. Knowledgeable in customer success metrics and concepts such as CLV, CAC, and Health Scoring. Adept at collaborating with cross-functional teams to ensure customer value realization and advocacy.
Overview
10
10
years of professional experience
3
3
Languages
Work History
Business Development Manager
iMARK Infotech Pvt. Chandigarh
09.2022 - 08.2025
- Managed end-to-end onboarding, satisfaction, and retention for a global portfolio of SMB and enterprise clients across SaaS and digital marketing solutions (SEO, PPC, SMM, web development).
- Designed and executed customer success-centric sales plans, resulting in increased client acquisition and recurring revenue growth.
- Leveraged CRM tools (HubSpot, Salesforce) and analytics (SEMrush, Basecamp) to forecast account health, identify upsell opportunities, and track campaign performance.
Business Development Executive
Netgains Network Solutions Pvt. Ltd. - Mohali
03.2021 - 04.2022
- Delivered consultative guidance on fintech and digital asset solutions, driving product adoption and increasing monthly conversion rates by 25%.
- Created client education-focused investment proposals to build trust and enhance portfolio security.
Virtual Relationship Manager
HDFC Bank Limited - Ahmedabad
09.2017 - 12.2020
- Led onboarding, needs analysis, and lifecycle management for 200+ retail and emerging affluent clients, boosting retention and wallet share.
- Consistently exceeded sales targets through effective client engagement and cross-selling techniques.
- Utilized Salesforce, HubSpot, and Zoho CRM for customer journey mapping and health scoring; familiar with Gainsight (concept), Intercom, and Zendesk.
Relationship Manager
Proptiger.com - Ahmedabad
09.2017 - 03.2018
- Delivered seamless lead conversion to closed sales while offering thorough post-sales client support and issue resolution.
- Coordinated site visits, addressed client queries, and liaised with developers and internal teams for timely updates.
Relationship Manager
Kotak Securities Ahmedabad
07.2015 - 04.2017
- Managed portfolios of High-Net-Worth Individuals, delivering customized equity, mutual fund, and IPO solutions aligned with client risk profiles and financial goals.
- Ensured regulatory compliance and maintained a 100% audit success rate.
Education
Master of Business Administration (MBA) - Finance
Sikkim Manipal University
01.2014
Bachelor of Commerce (B.Com) - Accounting & Finance
Gujarat University
01.2011
Skills
Customer Success Management (CSM)
Client Onboarding & Adoption
Account Retention & Renewal Strategy
Churn Reduction & Customer Health Scoring
Strategic Business Reviews (QBRs)
Customer Journey Mapping
Cross-Selling & Upselling
Value Realization & Advocacy
SaaS Lifecycle Management
Customer Success Metrics (NPS, CSAT, CLV, CAC)
CRM Tools: Salesforce, HubSpot, Zoho
Familiar: Gainsight (concept), Intercom, Zendesk
Awards
Significant Contributor Award — HDFC ERGO (Q2 2019) & Aditya Birla General Insurance (Q2 2020) for exceeding sales targets and driving strategic partnerships, Highest Performance Award — Max Bupa General Insurance (Q1 2020) for record-breaking revenue growth, Recognized for Highest Bill Pay Registrations — HDFC Net Banking (2018), Winner of Bull Run Contest (Demat Accounts) — Virtual Gujarat Region (May 2019), Rising Star — iMark Infotech (2023), Consistent Performer — iMark Infotech (2024)
Timeline
Business Development Manager
iMARK Infotech Pvt. Chandigarh
09.2022 - 08.2025
Business Development Executive
Netgains Network Solutions Pvt. Ltd. - Mohali
03.2021 - 04.2022
Virtual Relationship Manager
HDFC Bank Limited - Ahmedabad
09.2017 - 12.2020
Relationship Manager
Proptiger.com - Ahmedabad
09.2017 - 03.2018
Relationship Manager
Kotak Securities Ahmedabad
07.2015 - 04.2017
Bachelor of Commerce (B.Com) - Accounting & Finance
Gujarat University
Master of Business Administration (MBA) - Finance
Sikkim Manipal University