SARVESH JHALANI
Jaipur
Summary
Customer Success leader with 6+ years in SaaS, specializing in enterprise account growth, retention, and strategic client partnerships across the Middle East (UAE).
Overview
9
9
years of professional experience
Work History
Senior Manager - Customer Success
Knowlarity Communication India Pvt Ltd (Subsidiary of Gupshup)
10.2021 - Current
- Manage strategic enterprise clients across the Middle East (UAE), acting as the primary relationship owner.
- Conducted multiple on-site client engagements in UAE, driving adoption of AI-powered communication solutions and automation workflows, strengthening executive relationships.
- Represented the company at GITEX Global, showcasing AI-driven messaging solutions and agent capabilities to enterprise clients and industry stakeholders.
- Drive customer retention, expansion, and revenue growth (MRR/ARR) through upsell and cross-sell initiatives.
- Reduced customer churn and improved account health through proactive engagement and lifecycle management.
- Led onboarding and training programs for new Customer Success Managers, improving team ramp-up time.
- Collaborate with product and sales teams to influence roadmap based on customer feedback
- Manage end-to-end technical integrations and post-sales support for enterprise clients.
Technical Account Manager
Sarv Webs Pvt Ltd.
03.2019 - 10.2021
- Managed over 150 domestic enterprise clients.
- Handled enterprise clients like RML, Times Internet Ltd, Paytm, Dainik Bhaskar, Snapdeal, Karix, Telebu, NextGen, ACL and many others.
- Handled political party clients like BJP, Indian National Congress and Aam Aadmi Party. Manage invoices and billing process for HNI customers.
Support Engineer
Convergys India Pvt Ltd
03.2017 - 06.2018
- Worked in "Dell" International customer support process.
- Performed root cause analysis and general troubleshooting.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Collaborated with outside departments to implement system-wide improvements. Troubleshooting done through remote access.
Education
B. Tech -
Government Engineering College
Ajmer2016
Mechanical Diploma -
Jasoda Devi College
2013
10th CBSE -
Tagore Public School
2010
Skills
- Customer Success Leadership
- Enterprise Account Management
- Revenue Growth (MRR/ARR)
- Client Retention & Churn Reduction
- AI-driven Customer Engagement & Automation
- Strategic Stakeholder Management
Timeline
Senior Manager - Customer Success
Knowlarity Communication India Pvt Ltd (Subsidiary of Gupshup)
10.2021 - Current
Technical Account Manager
Sarv Webs Pvt Ltd.
03.2019 - 10.2021
Support Engineer
Convergys India Pvt Ltd
03.2017 - 06.2018
B. Tech -
Government Engineering College
Mechanical Diploma -
Jasoda Devi College
10th CBSE -
Tagore Public School