Summary
Overview
Work History
Education
Skills
Project Highlights
Timeline
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Sai Sharanya Molugu

Associate Manager- Customer Success
Hyderabad,Telangana

Summary

Customer-centric and results-oriented Associate Customer Success Manager with over 5+ years of progressive experience, currently serving as an Associate Manager leading a high-performing Customer Success team. Proven track record in driving client success, increasing product adoption, and delivering retention and growth across global markets (India, USA, UK). Skilled in managing strategic accounts, executing mutual value plans, and fostering C-level relationships across Sales, Marketing, IT, and Finance functions. Passionate about helping organizations derive measurable value from SaaS products through proactive engagement, enablement, and insight-driven strategies.

Overview

5
5
years of professional experience
5
5
years of post-secondary education

Work History

Associate Manager - Customer Success

Ceipal Software Pvt Ltd
Hyderabad
07.2024 - Current
  • Lead a team of Customer Success Executives, overseeing a global portfolio of clients with a strong focus on strategic engagement and client value delivery.
  • Serve as the primary point of contact for escalated client matters, delivering Mutual Value Plans and Strategic Business Reviews.
  • Collaborate with Sales, Enablement, Product, and IT to identify risk indicators, drive adoption, and ensure customer satisfaction and retention.
  • Initiate and lead high-impact initiatives for feature enablement and usage expansion across enterprise accounts.
  • Align customer goals with product roadmap and internal initiatives to ensure continuous value realization.
  • Mentor junior CSMs, contributing to knowledge sharing and team-wide performance improvements.

Sr. Executive - Customer Engagement & Success

Ceipal Software Pvt Ltd
Hyderabad
06.2022 - 03.2024
  • Spearheaded churn-reduction initiatives, maintaining over 60% reactivation rate for dormant accounts through the 'DNDR' win-back project.
  • Managed 100+ global customer accounts with a focus on driving product adoption, usage, and satisfaction.
  • Collaborated cross-functionally with product and development teams to resolve escalations and improve platform usability.
  • Led revenue uplift by designing and executing tailored upgrade pitches and referral campaigns.
  • Actively monitored account health and implemented strategies to improve NPS and reduce time-to-value.
  • Enhanced reporting visibility and client onboarding journeys using Totango for customer health scoring and automation.

Customer Success Executive

Ceipal Software Pvt Ltd
Hyderabad
03.2020 - 05.2022
  • Designed and executed platform implementation plans for mid-market and enterprise clients.
  • Identified upsell opportunities and led cross-functional coordination for product demonstrations, resulting in over $6,000 in upsell revenue.
  • Trained and onboarded new team members, improving time-to-productivity by 40%.
  • Received internal awards for account retention, client satisfaction, and adherence to support quality metrics.
  • Consistently met monthly and quarterly KPIs related to renewals, engagement, and client satisfaction.

Education

PGDM - Marketing & HR

Dhruva College of Management
Hyderabad
01.2018 - 01.2020

B.B.A -

Vignan Jyothi Institute of Arts & Science
01.2015 - 01.2018

Skills

  • Customer Success & Retention Strategy

  • Stakeholder Relationship Management

  • Strategic Account Planning & Value Realization

  • SaaS Product Adoption & Enablement

  • Cross-functional Team Leadership

  • Risk Mitigation & Renewal Management

  • Churn Analysis & Customer Advocacy

  • Upselling, Cross-Selling & Revenue Growth

  • Data-driven Decision Making & Reporting

  • Totango Ceipal

Project Highlights

  • Project DNDR, Revived over 60% of dormant accounts through structured engagement campaigns, contributing to a 25% increase in Q4 customer retention.
  • Platform Adoption Push, Devised targeted training and feature walkthroughs, leading to a 30% increase in feature usage across newly onboarded clients.
  • Escalation Management, Reduced response time by 45% by establishing a streamlined cross-team issue resolution process.

Timeline

Associate Manager - Customer Success

Ceipal Software Pvt Ltd
07.2024 - Current

Sr. Executive - Customer Engagement & Success

Ceipal Software Pvt Ltd
06.2022 - 03.2024

Customer Success Executive

Ceipal Software Pvt Ltd
03.2020 - 05.2022

PGDM - Marketing & HR

Dhruva College of Management
01.2018 - 01.2020

B.B.A -

Vignan Jyothi Institute of Arts & Science
01.2015 - 01.2018

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Sai Sharanya MoluguAssociate Manager- Customer Success