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.
Customer Success Management (CSM)