Summary
Overview
Work History
Education
Skills
ACHIEVEMENTS
Languages
TECHNICAL SKILLS
Timeline
Sanjeev Nandan

Sanjeev Nandan

Pune

Summary

Customer Success & Account Management Leader with 8+ years of experience in B2B SaaS environments. Proven track record in managing high-performing teams, driving customer satisfaction, and improving client retention. Adept at handling escalations, optimizing team workflows, and mentoring account managers to exceed KPIs. Experienced with tools such as HubSpot, Salesforce, Jira, and Intercom. Thrive in fast-paced, client-centric environments with a strong focus on continuous improvement and strategic growth.

Overview

11
11
years of professional experience

Work History

Senior Customer Success Manager

ExtraaEdge Pvt. Ltd.
02.2022 - 02.2025
  • Led a team of Account Managers and drove team performance by setting clear goals and providing regular feedback
  • Acted as escalation point for sensitive client issues; collaborated with technical teams to resolve complex cases promptly
  • Oversaw EBRs and account planning, ensuring alignment with evolving client goals
  • Ensured Inbox Zero daily by streamlining ticket management processes using Salesforce and HubSpot
  • Reported team performance metrics, SLA adherence, and client satisfaction trends to leadership

Customer Success Advisor

Amura Marketing (Sell.do)
03.2020 - 01.2022
  • Managed a portfolio of B2B clients and provided strategic guidance to improve ROI and product adoption
  • Facilitated client onboarding and training, contributing to a 25% increase in retention
  • Implemented renewal campaigns and analyzed customer feedback for product improvements
  • Supported junior team members and helped streamline issue resolution workflows

Customer Success Manager - Learning Management Solutions

Sproutlogix LLC
05.2019 - 03.2020
  • Delivered onboarding and strategic check-ins to support client learning goals
  • Used Salesforce and reporting tools to track client usage and identify churn risks
  • Managed technical escalations and proposed product enhancements based on client feedback

Customer Success Manager

Next Leap (Jombay)
09.2016 - 03.2019
  • Handled subscription renewals and upsell strategies based on usage data
  • Created success plans and performance reports for client reviews

Operations & Onboarding Coordinator

GDKN Technologies
02.2014 - 03.2016
  • Managed onboarding and compliance processes for U.S.-based staffing operations
  • Acted as liaison between contractors, clients, and HR teams

Education

BBA - Business Economics

Bhopal School of Social Science, Bhopal
04-2013

Skills

  • Team Leadership & Coaching
  • Client Retention & Account Expansion
  • SLA Management & Escalation Handling
  • Strategic Planning & Reporting
  • HubSpot, Salesforce, Jira, Intercom
  • Onboarding & Implementation Frameworks
  • Cross-functional Collaboration
  • Customer Advocacy & VOC Initiatives

ACHIEVEMENTS

  • Delivered 50+ successful SaaS implementations, boosting customer renewals by 30%
  • Improved onboarding time by 20% across multiple organizations
  • Maintained average 95% CSAT across mid-market and enterprise clients
  • Increased upsell/cross-sell revenue by 30% YoY
  • Achieved >95% renewal rate through proactive client engagement and issue resolution

Languages

English
Bilingual or Proficient (C2)
Arabic
Intermediate (B1)

TECHNICAL SKILLS

Salesforce | HubSpot | Jira | Zoho CRM | Amplitude | Intercom | G-Suite | MS Office

Timeline

Senior Customer Success Manager - ExtraaEdge Pvt. Ltd.
02.2022 - 02.2025
Customer Success Advisor - Amura Marketing (Sell.do)
03.2020 - 01.2022
Customer Success Manager - Learning Management Solutions - Sproutlogix LLC
05.2019 - 03.2020
Customer Success Manager - Next Leap (Jombay)
09.2016 - 03.2019
Operations & Onboarding Coordinator - GDKN Technologies
02.2014 - 03.2016
Bhopal School of Social Science - BBA, Business Economics

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Sanjeev Nandan