Sanjana Malick
Gurgaon
Summary
Dedicated and results-oriented Customer Success Manager with 5 years of experience in cultivating strong client relationships, driving customer satisfaction, and enhancing revenue growth. Proven track record of effectively managing diverse portfolios, delivering exceptional support, and collaborating with cross-functional teams to achieve organizational goals.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Whatfix
Gurgaon
04.2022 - Current
- Successfully manage a portfolio of 15+ high-value enterprise clients, consistently exceeding quarterly renewal and upsell targets.
- Develop and execute strategic account plans to drive customer engagement, retention, and expansion.
- Collaborate with the sales team to identify opportunities for upselling and cross-selling, resulting in a 20% increase in revenue within assigned accounts.
- Conduct regular business reviews and provide tailored solutions to address clients' evolving needs and challenges.
- Act as the main point of contact for escalated issues, ensuring timely resolution and maintaining customer satisfaction
- Responsible for their successful onboarding, enablement and adoption of Whatfix over their application
Client Outcomes Manager
Gainsight
Hyderabad
08.2021 - 04.2022
- Maintained client relationships by partnering with internal teams to understand client goals and objectives.
- Played a key role in reducing churn rate by 15% through proactive communication and problem-solving.
- Collaborated with the product development team to advocate for customer needs and provide feedback for product enhancements.
- Conducted in-depth product demonstrations and training sessions for clients, resulting in increased product adoption and customer satisfaction.
Functional Consultant
Highradius
Hyderabad
01.2019 - 08.2021
- Assessed operations lifecycle to identify and resolve potential problem areas.
- Developed and managed project plans while providing status updates to management.
- Analyze metric usage and effectiveness, identifying opportunities for refinement and enhancement.
- Proactively suggest improvements to clients' metric strategies based on evolving business needs and industry trends.
Education
Bachelor of Technology - Information Technology
SRM University
Kattankulathur05.2019
Skills
- Sales Proficiency
- Strategic Planning
- Business Development
- Customer Relationship Building
- Customer Service
- Customer Relations
- Account Management
- Strategic Communications
- Sales Management
- Customer Account Management
Certification
- Lean Six Sigma: Green Belt
- Gainsight Certified Advanced Customer Success Manager
- Whatfix Certified Customer Success Manager
Timeline
Customer Success Manager
Whatfix
04.2022 - Current
Client Outcomes Manager
Gainsight
08.2021 - 04.2022
Functional Consultant
Highradius
01.2019 - 08.2021
Bachelor of Technology - Information Technology
SRM University
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