Shashanka M K
Customer Success Engineer
Bengaluru
Summary
Results-oriented professional prepared to excel in executive leadership roles. Proven ability to drive strategic initiatives and enhance operational efficiency while maintaining strong focus on team collaboration and achieving results. Highly reliable and adaptable, known for strategic planning and effective decision-making.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Customer Success – Senior Executive (SaaS, B2B Clients)
Greytip Software Pvt. Ltd.
05.2022 - Current
- Manage client campaigns including pre-onboarding, post-onboarding, unhappy and churn clients, low-ticket created clients, and high-growth clients.
- Manage 446 client accounts with a total MRR of ₹40L, ensuring strong relationships and consistent revenue growth.
- Analyze product feature usage and send performance reports to clients.
- Conduct online/onsite adoption sessions based on the modules purchased.
- Lead Monthly and Quarterly Business Review (MBR/QBR) calls.
- Educate clients on new features, not used features, and drive upsell opportunities.
- Improve customer health scores above 80% through proactive engagement.
- Drive 20+ client referrals through happy-category clients.
- Compile and present Monthly Progress Reports to the Customer Success Manager.
- Utilize tools such as CUSTIFY, Zendesk, Freshdesk, CRM, MS Office, Google Suite, and internal platforms daily.
Customer Success Engineer (SaaS, B2B Clients)
EntLogics Technologies Pvt. Ltd.
01.2017 - 04.2022
- Managed onboarding, product enablement, and data migration processes.
- Conducted manual testing during every release and shared summaries with the development team.
- Delivered product training via Google Meet, Zoom, Skype, and in-house sessions.
- Held customer review meetings and tracked post-meeting deliverables.
- Created product help guides using Freshdesk for self-service enablement.
- Resolved support queries via Freshdesk, Email, and Phone calls as per SLA.
- Acted as the primary POC for high-revenue clients (75% of company revenue).
- Assisted with new feature adoption and proactively followed up with clients.
- Participated in bug triaging and release management with the QA team.
- Managed weekly reporting for team tasks and progress to the CTO.
- Handled 110+ campus clients’ queries through Freshdesk and calls.
- Resolved over 1,500 customer tickets and tested 2,000+ bugs in Bugzilla.
- Authored 150+ detailed product help guide articles.
- Promoted to Customer Success Engineer (2018) and Senior Executive Customer Success (2022).
- Entrusted with team planning and task tracking responsibilities from 2020.
- Retained high-risk clients through strategic support, preserving ₹3L MRR and ensuring revenue stability.
- Secured 500+ client testimonials (G2 & Video) and shared leads with marketing to boost brand credibility and reach.
Assistant Manager – Personal Loans
Bajaj Finserv
10.2016 - 01.2017
- Followed up with salaried clients to promote personal loans.
- Increased monthly disbursement targets of ₹15 Lakhs.
- Visited customer locations for documentation and eligibility assessments.
Education
Bachelor of Engineering (B.E.) - Telecommunication
BMS Institute of Technology
Bengaluru, India01-2015
Skills
Customer Success & Engagement
Mail handling
B2B SaaS Support
Product Implementation & Training
MS office
Product Manual Testing
Customer Retention & Upselling
Leadership & Team Management
Campaign Execution
Negotiation and conflict resolution
Time Management & Reporting
Performance improvement
Interests
Playing Badminton, Listening to Music, Cricket, Chess, Carom
Timeline
Customer Success – Senior Executive (SaaS, B2B Clients)
Greytip Software Pvt. Ltd.
05.2022 - Current
Customer Success Engineer (SaaS, B2B Clients)
EntLogics Technologies Pvt. Ltd.
01.2017 - 04.2022
Assistant Manager – Personal Loans
Bajaj Finserv
10.2016 - 01.2017
Bachelor of Engineering (B.E.) - Telecommunication
BMS Institute of Technology