Sagar Nirna
Pune
Summary
Customer Success Specialist with 7+ years of experience in B2C segments, known for driving client satisfaction, retention, and revenue growth. Skilled in leading large teams, optimizing customer journeys, and improving CSAT and NPS through data-driven strategies. Proven track record in scaling successful operations, managing key accounts, and delivering impactful post-sale experiences.
Overview
7
7
years of professional experience
Work History
Assistant Manager B2B
Frido
03.2025 - Current
- Company Overview: Arcatron Mobility
- Worked on B2B team to find new clients for bulk orders
- Ensured coordination with Sales, Product, and Logistics teams
- Analyzed feedback to identify service gaps
- Attended trade shows and events to promote products
- Generated reports using Excel and Salesforce
- Attend Expo's and Seminars
Team Leader- Customer Success
Spinny
Pune
09.2020 - 12.2024
- Implemented feedback loops from customers into product development processes.
- Created reports outlining customer usage and retention metrics.
- Developed custom solutions for customers based on their individual business objectives.
- Developed and implemented customer success plans to ensure that customers are achieving their desired outcomes.
- Conducted regular performance reviews for each member of the team to monitor progress and provide feedback.
Consultant
Firstcry.com
01.2018 - 09.2020
- Collaborated with internal teams to resolve complex customer requests or complaints quickly and effectively.
- Prepared detailed reports on customer satisfaction levels and other relevant metrics.
- Responded promptly to customer inquiries via phone, email or chat.
- Utilized problem solving skills to address customer issues quickly and efficiently.
Subject Matter Expert- Opersations & CS
Spinny
Pune
- Participated in team meetings to discuss strategies for improving customer experience.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Assisted customers with product installation, troubleshooting, and usage questions.
- Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
Education
BBA - Human Resource
D.R.Kakade College of Commerce
Pune03-2022
MBA - Human Resource
Symbiosis
PuneSkills
- Customer engagement
- Staff training and development
- Team leadership
- Conflict resolution
Awards
- Top customer service performer at FirstCry
- Reduced AHT by 15% through CRM training at Spinny
- Led 20+ training sessions
- Best Team Support & Customer Focus
- 90%+ target achievement for 6+ months
- Top Customer Success Performer of the Year
- Best Team Leadership & Impact Award
- Customer Delight Champion (CSAT > 95%)
- CX Innovation Award (25% FCR boost, 30% fewer escalations)
- Target Consistency Award (90%+ KPIs for 12+ months)
Languages
- English
- Hindi
- Marathi
- Kannada
Timeline
Assistant Manager B2B
Frido
03.2025 - Current
Team Leader- Customer Success
Spinny
09.2020 - 12.2024
Consultant
Firstcry.com
01.2018 - 09.2020
Subject Matter Expert- Opersations & CS
Spinny
BBA - Human Resource
D.R.Kakade College of Commerce
MBA - Human Resource
Symbiosis
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