SAYANTANI CHAKRABORTY
CUSTOMER SUCCESS MANAGER
Bengaluru
Summary
Result-oriented and accomplished Customer Success Manager with 6 years of expertise at Microsoft, specializing in AI healthcare technology solutions, like Dragon Medical One and DAX Copilot. Recognized for consistent high performance, with multiple Employee of the Month and Quarterly Excellence awards.
Proven track record in:
- Strategic account management and success planning,
- Driving efficient product adoption and usage,
- Building strong client relationships and managing escalations,
- Implementing churn reduction and retention strategies.
Experienced in cross-functional collaboration, delivering actionable business insights, and fostering client advocacy. Adept at aligning customer goals with product capabilities to deliver measurable outcomes.
Overview
6
6
years of professional experience
Work History
Customer Success Manager
MICROSOFT
BENGALURU
05.2019 - Current
• Coordinated onboarding processes for new clients to ensure smooth transitions.
• Developed and implemented a strategic plan to identify at-risk accounts, reducing churn by 15%, and securing key accounts.
• Conducted quarterly business reviews with the top 10% of accounts, which facilitated an average increase in contract value of 30% annually.
• Negotiated and renewed contracts with a 98% success rate, ensuring long-term partnerships, and stable revenue growth.
• Initiated a proactive outreach program for clients at risk of non-renewal, achieving a 90% save rate on those accounts.
• Designed and executed a customer engagement strategy, which led to a 10-point NPS increase within a 12-month period.
• Collaborated with the sales and marketing teams to refine the customer journey, leading to a 20% increase in conversion from trial to paid subscriptions.
Sales and Marketing Intern
Zolostays Pvt Ltd
Bengaluru
01.2019 - 04.2019
- Managed 9+ properties, improved occupancy, and conducted field marketing.
Customer Relationship Intern
Myntra
Bengaluru
12.2016 - 01.2017
- Managed client relationships during high-volume EORS period.
Education
PGDM - Major - Marketing And Minor - Analytics
IFIM B SCHOOL
Bengaluru01-2019
BTECH - Computer Science & Engineering
West Bengal University of Technology
01-2017
SCIENCE -
ST AUGUSTINE'S DAY SCHOOL
BARRACKPORE01-2013
Class 10 -
ST AUGUSTINE'S DAY SCHOOL
BARRACKPORE01-2011
Skills
- Strategic account management
- Client onboarding
- Success planning and execution, efficient product usage
- Customer advocacy and relationship-building
- Advanced business insights and cross-functional collaboration
- Client escalations and negotiation handling
- Churn analysis and reduction
- Upsell and cross-sell initiatives
- Sales proficiency
- Customer retention and churn analysis
- Report analysis
Languages
English
First Language
Bengali
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Volunteer Work
- Social Immersion Program (SIP) in Mitra Jyothi - worked with an NGO to enhance the lives of visually impaired individuals
- Lime and Sip: Fundraising campaign for Shiksha Aadhar during PGDM.
Research Paper
Wrote a research paper during PGDM on 'Factors affecting female feticides and infanticide in India,' analyzing primary data
PROJECTS
- Customer Transition Project: Revitalized inactive customer accounts through innovative engagement strategies.
- Customer segmentation and tiering: created a segmentation model to prioritize accounts based on ARR, potential, and risk
- Product Adoption Increase Project: Boosted product utilization in low-usage accounts over a 2-month initiative.
- AR aging project: improved cash flow visibility and follow-ups for overdue payments
Timeline
Customer Success Manager
MICROSOFT
05.2019 - Current
Sales and Marketing Intern
Zolostays Pvt Ltd
01.2019 - 04.2019
Customer Relationship Intern
Myntra
12.2016 - 01.2017
PGDM - Major - Marketing And Minor - Analytics
IFIM B SCHOOL
BTECH - Computer Science & Engineering
West Bengal University of Technology
SCIENCE -
ST AUGUSTINE'S DAY SCHOOL
Class 10 -
ST AUGUSTINE'S DAY SCHOOL
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