Sahish Nambiar
BANGALORE
Summary
Results-oriented Customer Success & Support leader with 14 years of SaaS experience managing enterprise customers across the customer lifecycle. Led initiatives to improve retention and product adoption while overseeing a $5M ARR portfolio. Drove cross-functional collaboration to enhance customer experience and mitigate churn risks.
Overview
14
14
years of professional experience
Work History
Head of Customer Success & Support
SimpliContract Technologies
01.2022 - Current
- Managed $5M+ ARR portfolio while improving NRR, customer retention and executive engagement.
- Own customer lifecycle for enterprise SaaS customers from post-implementation onboarding through adoption, renewal and expansion.
- Conducted QBRs, success planning, product adoption reviews, and business value realisation sessions to drive customer engagement.
- Partnered with Product, Engineering and Support to resolve complex escalations and improve platform experience.
- Developed customer health dashboards and monitored adoption metrics to proactively mitigate churn risks and enhance customer satisfaction.
- Identified expansion opportunities, contributing to 25% growth in expansion revenue.
- Delivered customer training and integration guidance to optimise workflows and ensure successful adoption of enterprise solutions.
- Improved SLA adherence to 96% and reduced resolution time by 35%.
Senior Customer Success Consultant
Capillary Technologies
12.2020 - 09.2021
- Enhanced customer engagement and retention by implementing strategic success plans.
- Managed enterprise SaaS accounts and executive stakeholders, facilitating QBRs and driving adoption programmes.
- Interfaced with client leads and became trusted advisor or confidant to client.
- Handled complex problems and issues by understanding root causes and implementing solutions.
- Facilitated workshops and training sessions to upskill team members and improve service delivery.
CRM Manager
Motherhood Hospital
02.2019 - 12.2020
- Led CRM transformation, enhancing analytics and lifecycle engagement.
- Conducted training sessions for staff on CRM system functionality and best practices.
- Streamlined workflows, achieving 30% improvement in operational efficiency.
- Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment.
- Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat.
Key Account Manager
Easy Rewardz
10.2017 - 02.2019
- Managed strategic enterprise accounts, facilitating onboarding, driving adoption, and ensuring retention.
- Managed key account matters including solving issues, updating on project milestones, attending meetings and managing other communications.
- Monitored client satisfaction through regular feedback mechanisms, adapting strategies to meet evolving needs.
- Developed new business opportunities in existing customer portfolios to meet, upgrade and cross-sell revenue targets.
Leadership Roles
Capillary Technologies
02.2012 - 05.2017
- Led global support operations, governed SLAs, and resolved escalations to ensure customer satisfaction.
- Collaborated with team members to achieve target results.
- Managed complaints with calm, clear communication and problem-solving.
- Maintained clean, safe working environments to eliminate accident risks.
Education
E-MBA - Project Management
Dayanand Sagar University
Bengaluru, KA01-2022
B.Com - Marketing
Shantiniketan College
Bengaluru, KA01-2010
Skills
- Customer Success
- Enterprise Account Management
- Customer Onboarding
- Product Adoption
- QBRs
- Executive Stakeholder Management
- Churn Reduction
- Renewal Management
- Upsell & Cross-sell
- Customer Health
- Escalation Management
- Engagement strategies
- Retention strategies
- Health monitoring
- SaaS
- CRM
- Data Migration
- API & Integrations
- Analytics
- Collaboration skills
- Training delivery
- Stakeholder management
- Strategic planning
- Leadership abilities
- Relationship management
- Stakeholder management
- Strategic planning
- Leadership abilities
Timeline
Head of Customer Success & Support
SimpliContract Technologies
01.2022 - Current
Senior Customer Success Consultant
Capillary Technologies
12.2020 - 09.2021
CRM Manager
Motherhood Hospital
02.2019 - 12.2020
Key Account Manager
Easy Rewardz
10.2017 - 02.2019
Leadership Roles
Capillary Technologies
02.2012 - 05.2017
E-MBA - Project Management
Dayanand Sagar University
B.Com - Marketing
Shantiniketan College