Shatakshi K. Vashishtha
Sr. Customer Success Manager
Noida
Summary
Results-driven Senior Customer Success Manager with a proven record of delivering 300+ projects at Hubilo, boosting client satisfaction and retention through strategic planning and cross-functional collaboration. Skilled in meeting goals with efficient, client-centric processes, and known for adaptability, composure under pressure, and a strong focus on enhancing brand value.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Senior Customer Success Manager
Hubilo
01.2022 - Current
- Managed 50+ global accounts across APAC with a $2M Book of Business, overseeing end-to-end training, consulting, and support on the Hubilo platform.
- Successfully delivered 300+ virtual and webinar events for clients across diverse industries, including Amazon, Oxford University Press HKG, BrowserStack, Whatfix, Infeedo, Ignition, and Schrole.
- Increased customer lifetime value by 30% through enhanced product adoption and superior customer experience.
- Optimized customer journeys by analyzing usage patterns and offering tailored recommendations.
- Identified and drove upsell and cross-sell opportunities within existing accounts.
- Conducted regular MBRs and QBRs to boost product adoption and maximize ROI.
- Consistently achieved a CSAT score of 9 and secured client testimonials on G2 and Capterra through proactive support and relationship building.
- Supported 8–10 large-scale events with 60K–70K attendees each.
- Reduced churn by identifying at-risk customers early and addressing their concerns proactively.
Hubilo - Customer Success Manager
Hubilo
08.2020 - 12.2021
- Provided regular product training and updates on technical features and releases.
- Served as Interim Team Leader for the APAC region, managing 50+ clients including ICAR, NIF India, BrowserStack, Ansys, and Hilton Asia.
- Secured client testimonials on G2 and Capterra, achieving a consistent CSAT score of 9.
- Trained and mentored new team members to enhance productivity and customer service.
- Organized team activities to foster camaraderie and a positive workplace culture.
- Led cross-functional initiatives to streamline processes and improve customer experience.
- Resolved customer issues, researched solutions, and implemented corrective actions to maintain high satisfaction.
Assistant Manager - Operations
Attitude Events Pvt Ltd
04.2019 - 08.2020
- Designed and managed end-to-end registration processes and event microsites using Cvent.
- Coordinated and collaborated with clients and vendors to fulfill event requirements.
- Handled vendor sourcing, negotiation, and approval to ensure quality service within budget.
- Delivered comprehensive client servicing, resolving issues and ensuring seamless execution.
- Managed onsite Cvent setup for smooth registration and check-ins.
- Created tour itineraries for outstation and international attendees.
- Designed event storyboards to streamline team roles and execution.
Management Executive
Attitude Events Pvt Ltd
01.2018 - 12.2018
- Lead Generation & Client Acquisition: Prospected clients via social media and existing databases; conducted calls and meetings to convert leads and ensure service excellence.
- Bidding & Proposal Management: Participated in tender bidding, financial budgets for conferences and events, including major projects like IGC 2020.
- Client Servicing: Developed technical presentations to simplify product offerings for clients.
- CRM Management: Utilized Salesforce to track client interactions and maintain workflow transparency.
- Market Research: Identified leads through industry conferences and forums.
- Client Communication: Conducted follow-ups via calls and emails with national and international clients.
Intern
Attitude Events Pvt Ltd.
05.2017 - 07.2017
- Generated leads through social media research and pre-event coordination.
- Secured 220+ RSVPs via telecalling for conference participation.
- Assisted onsite event operations and logistics.
- Prepared bid documents and post-sale tour itineraries for outstation conferences.
Education
M.B.A - International tourism
INDIAN INSTITUE OF TOURISM AND TRAVEL MANAGEMENT
Noida 07.2016 - 05.2018
B.Com - computer
KRISHNA COLLEGE OF SCIENCE AND TECHNOLOGY
06.2013 - 04.2016
Skills
Customer Onboarding
Product Training
Product Adoption
Multi-project management
Account Management
Customer Retention
Client Relationship Building
Client's Need Assessment
Knowledge about Cvent system
Issue Resolution & Escalation Management
Leadership and Management qualities
Event Planning & Execution
Registration & Ticketing Tools
Vendor Management
Additional Information
- Salesforce
- Zendesk
- Intercom
- Jira/Confluence
- Google suite
- HubSpot
- Metabase
- CVENT
Accomplishments
- Awarded "Most Consistent Performer – 2021" at Hubilo for outstanding and sustained contributions.
- Earned a Senior Diploma in Kathak dance form.
- Competed as a District-Level Track Athlete.
- Served as the Cultural Secretary in college, leading and organizing diverse cultural initiatives and events.
- Successfully completed a Certified Basic Adventure Training Course from ABVIMAS, Manali.
Timeline
Senior Customer Success Manager
Hubilo
01.2022 - Current
Hubilo - Customer Success Manager
Hubilo
08.2020 - 12.2021
Assistant Manager - Operations
Attitude Events Pvt Ltd
04.2019 - 08.2020
Management Executive
Attitude Events Pvt Ltd
01.2018 - 12.2018
Intern
Attitude Events Pvt Ltd.
05.2017 - 07.2017
M.B.A - International tourism
INDIAN INSTITUE OF TOURISM AND TRAVEL MANAGEMENT
07.2016 - 05.2018
B.Com - computer
KRISHNA COLLEGE OF SCIENCE AND TECHNOLOGY
06.2013 - 04.2016