SHASHANK DUBEY
Bengaluru
Summary
Customer Success Leader with 10+ years of experience in SaaS, AdTech, and Internet businesses. Expertise in improving Net Promoter Score (NPS), reducing churn, driving contract renewals, and managing enterprise accounts. Skilled in CXO stakeholder management, post-sales growth, cross-functional collaboration, and managing high-value portfolios to build long-term customer relationships.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Sr.Customer Success Manager
MagicBricks Realty Services
10.2020 - Current
- Enterprise Account Management: Managed Category A & B builder accounts across Bangalore, Pune, and Hyderabad, driving strategic account growth, improving retention, and maximizing customer lifetime value (CLV).
- Customer advocacy's issue resolution: Acted as the voice of the customer by identifying and resolving pain points through structured escalation processes, improving NPS, CSAT, and overall service quality.
- Stakeholders' Cross-functional Collaboration: Served as the Single Point of Contact (SPOC) for clients, coordinating with external vendors and cross-functional teams—including Product, Risk, Finance, Operations, Marketing, Engineering, Research, Support, and Legal—to deliver data-driven solutions and enhance customer experience.
- Product's Revenue Growth Initiatives: Led post-sales engagement initiatives focused on upsell and cross-sell opportunities, driving incremental revenue growth through data-driven campaign performance analysis.
- Customer Enablement's Training: Delivered customer training on products, industry trends, and emerging technologies to drive product adoption and retention, while engaging client leadership with regular updates on account plans, project delivery, risk, and operational efficiency.
- Performance Tracking and Metrics Optimization: Consistently achieved KRAs and KPIs aligned with business objectives by leveraging data analytics and reporting frameworks to track, measure, and optimize key account performance.
Manager Post Sales Service Manager
Magicbricks.com (Times of India)
08.2017 - 10.2020
- Campaign Performance and Customer Lifecycle Management: Managed digital campaign performance, customer retention, and issue resolution within IT and SaaS environments, implementing automated workflows to improve turnaround time for escalations, service requests, and the sales cycle.
- Strategic Marketing's Brand Management: Executed digital-first marketing strategies and performance marketing campaigns that improved brand visibility, customer engagement, and market penetration.
- Post-Sales and Customer Success Management: Drove customer success outcomes by leading post-sales teams, improving onboarding and product adoption through close collaboration with Product, Sales, IT, and Support.
- Leadership's Stakeholder Engagement: Demonstrated strong communication and leadership skills to coordinate effectively with internal teams and external stakeholders, managing high-value customer accounts and driving business growth through long-term client partnerships.
Customer Sales and Service Manager
Nowfloats Technologies Pvt Ltd
06.2015 - 10.2016
- Business Development's Market Expansion: Identified and capitalized on business opportunities across SaaS, Salesforce solutions, software sales, cloud services, and B2B enterprise solutions, building strategic partnerships to drive revenue growth in IT services, digital marketing, and enterprise software.
- Technology's Digital Marketing Solutions Sales: Drove SaaS product sales and B2B online advertising through consultative and concept selling, delivering performance marketing solutions including SEM, SEO, SMO, Google Ads, and paid media. Conducted market research and competitive analysis to define GTM strategies, strengthen market positioning, and accelerate lead generation and conversions.
- New Business Development's Client Success: Built and maintained strong relationships with enterprise IT decision-makers to ensure customer success and retention, collaborating with Sales, Marketing, Product, and Customer Success teams to align sales objectives with business goals.
- Sales Performance and Revenue Growth: Delivered quarterly revenue targets by leading sales teams, tracking performance metrics, and using data-driven reporting to strengthen pipeline forecasting.
Relationship Manager Client Servicing
Indiamart Intermesh Ltd.
06.2014 - 05.2015
- Achieved monthly, quarterly, and annual renewal targets by tracking key metrics including upselling, meetings, follow-ups, lead generation, and cost of sales, while preparing and maintaining weekly sales MIS reports.
- Led renewal team hiring and development while enforcing standardized processes to improve execution, accountability, and renewal outcomes.
- Led centralized weekly meetings to monitor mobile teams across multiple locations, ensuring timely service delivery. Tracked work in progress, managed customer complaints, and monitored accounts receivables to maintain operational efficiency.
Assistant Manager - Key Accounts
Tradeindia.com
07.2012 - 05.2014
- Build long-term relationships with key stakeholders. Develop industry knowledge through communication and research.
- Arrange and participate in face-to-face meetings with customers. Ensure that customer requests are responded to accurately and in a timely manner.
- Collaborate with production support to ensure future demands can be effectively accommodated.
Education
MBA - Marketing
Acharya Institute of Health And Science
Bangalore01.2012
B.A -
Deen Dayal Upadhyaya Government Degree College
Gorakhpur01.2010
XIIth -
Hindi
01.2004
Xth -
Hindi
01.2002
Skills
- Client onboarding
- Customer retention
- Upselling strategies
- Cross-functional coordination
- Salesforce expertise
- Customer success strategies
- Client handling and servicing
- SaaS solutions
- Revenue growth
- Performance tracking
- Customer relationship management
- Campaign performance
- Problem solving
- Customer advocacy
- Data-driven decision making
- Relationship management
Certification
- Customer Success Fundamentals
- Scrum Alliance Certified Scrum Master
- Master the essentials -Salesforce.com
Languages
English
Hindi
Websites Profiles
http://www.linkedin.com/in/shashank-dubey-a6b6b129
Accomplishments And Honors
- Best performer - PSM (Post Service Manager) twice at the pan-India level in 2018 and 2019.
- Recognized as a top PSM performer for 3 consecutive years (2018, 2019, and 2020).
Timeline
Sr.Customer Success Manager
MagicBricks Realty Services
10.2020 - Current
Manager Post Sales Service Manager
Magicbricks.com (Times of India)
08.2017 - 10.2020
Customer Sales and Service Manager
Nowfloats Technologies Pvt Ltd
06.2015 - 10.2016
Relationship Manager Client Servicing
Indiamart Intermesh Ltd.
06.2014 - 05.2015
Assistant Manager - Key Accounts
Tradeindia.com
07.2012 - 05.2014
B.A -
Deen Dayal Upadhyaya Government Degree College
XIIth -
Hindi
Xth -
Hindi
MBA - Marketing
Acharya Institute of Health And Science