Sanchi Kawatra
Delhi
Summary
Strategic Customer Success and Adoption professional with 10 years of experience helping enterprise organizations maximize business outcomes through technology adoption, stakeholder alignment, and customer transformation initiatives. Managed a $7M+ customer portfolio across 70 enterprise customers, delivering 97% renewal attainment, 98%+ product adoption, and 4.5/5 customer NPS while leading AI adoption, executive engagement, and customer enablement programs. Known for translating complex products into measurable business value, influencing executive stakeholders, and driving scalable customer success strategies across Staffing, Technology, Consulting, Learning, and Talent Transformation sectors.
Overview
10
10
years of professional experience
Work History
Customer Success Manager
LINKEDIN
Gurugram
07.2022 - Current
- Managed a $7M+ customer portfolio across approximately 70 enterprise and staffing organizations.
- Delivered 97% renewal attainment through proactive value realization and executive stakeholder engagement.
- Drove 98%+ product adoption across the portfolio through structured onboarding, enablement programs, and governance frameworks.
- Increased AI feature adoption by 65% across strategic accounts through targeted adoption strategies and customer enablement.
- Delivered 100+ executive workshops, strategic consultations, and adoption sessions annually.
- Maintained an average Customer NPS of 4.5/5 across both 1:1 and scaled engagements.
- Built trusted relationships with Staffing Founders, CEOs, CHROs, Talent Acquisition Leaders, Learning Leaders, and operational stakeholders.
- Led Executive Business Reviews (EBRs), Quarterly Business Reviews (QBRs), adoption governance sessions, and strategic planning discussions.
- Leveraged customer data, industry insights, and market intelligence to identify adoption opportunities and mitigate churn risks.
- Partnered closely with Sales, Product, Marketing, and Support teams to improve customer outcomes and uncover expansion opportunities.
- Partnering with North India's leading Staffing and Talent organizations as a strategic advisor to drive talent transformation, customer adoption, business outcomes, and AI-powered recruiting excellence through LinkedIn's Hiring, Learning, Employer Branding, and Talent Intelligence solutions.
- Key Skills: Customer Success, Executive Stakeholder Management, AI Adoption, Talent Transformation, Value Realization, Strategic Consulting
Senior Associate
ERNST & YOUNG (EY)
Gurugram
12.2021 - 06.2022
- Supported strategic account management and business development initiatives for priority enterprise accounts.
- Led account enablement initiatives using EY's Account Management Framework.
- Drove account planning, governance reviews, stakeholder engagement, and opportunity tracking.
- Partnered with Client Service Partners and Directors to execute growth strategies.
- Supported pursuit strategy, go-to-market planning, and complex business development initiatives.
- Delivered market intelligence and strategic insights through collaboration with global stakeholders and sector specialists.
- Managed project delivery quality and executive stakeholder communications.
Engagement Manager
JOSH TECHNOLOGY GROUP (CALYXPOD)
08.2020 - 12.2021
- Led customer success and engagement strategy for an EdTech platform serving Tier-1 and Tier-2 institutions.
- Worked directly with founders on product strategy and customer growth initiatives.
- Drove customer adoption, onboarding, stakeholder management, and retention programs.
- Influenced product roadmap decisions through customer feedback and market insights.
Senior Manager – Client Servicing
ASPIRING MINDS
08.2019 - 05.2020
- Managed enterprise and government customer relationships.
- Led three client-facing teams.
- Developed implementation frameworks and customer engagement strategies.
- Managed escalations and retention initiatives.
Client Engagement Manager
IIMJOBS.COM
10.2016 - 07.2019
- Managed 200+ Enterprise and SME customers across BFSI, IT, Consulting, and E-commerce sectors.
- Directed renewals, retention, upselling, and cross-selling initiatives to enhance customer engagement.
- Managed a portfolio worth approximately ₹50L annually.
- Reduced churn and increased customer lifetime value through value-based engagement.
- Facilitated onboarding and executive training sessions for CEOs, Founders, and HR leaders, improving their strategic understanding.
- Shaped product development through actionable customer feedback and market insights, aligning offerings with client needs.
Education
MBA -
Rukmini Devi Institute of Advanced Studies
Skills
- Customer Success
- Customer relationship building
- Customer retention
- Account management
- Client Training Sessions
- Customer Journey Mapping
- Data-Driven Insights
- Value Realization
- Executive Stakeholder Management
- Strategic planning
- Problem solving
- Team Development
- Relationship building
- Customer service
Technology And Platforms
- LinkedIn Talent Solutions
- LinkedIn Hiring Assistant (LIHA)
- Microsoft Copilot
- Salesforce CRM
- Customer Success Methodologies
- SaaS Platforms
- AI-powered Recruiting Solutions
Additional Differentiators
- Customer Success & Adoption Leader
- AI Transformation Evangelist
- Executive Workshop Facilitator
- Strategic Consultant
- Public Speaker & Trainer
- Trusted Advisor to C-Suite & HR Leadership
Core Expertise
- Customer Success & Growth
- Adoption & Transformation
- Consulting & Advisory
- Leadership & Communication
Timeline
Customer Success Manager
LINKEDIN
07.2022 - Current
Senior Associate
ERNST & YOUNG (EY)
12.2021 - 06.2022
Engagement Manager
JOSH TECHNOLOGY GROUP (CALYXPOD)
08.2020 - 12.2021
Senior Manager – Client Servicing
ASPIRING MINDS
08.2019 - 05.2020
Client Engagement Manager
IIMJOBS.COM
10.2016 - 07.2019
MBA -
Rukmini Devi Institute of Advanced Studies