Shikha Singh
Bengaluru
Summary
Results-driven Customer Success Manager with 4.5+ years of experience managing mid-market and SMB SaaS portfolios, driving retention, adoption, and expansion. Proven track record of achieving 95–98% retention, increasing ACV by 20%, reducing churn risk by 15%, and improving product adoption by 35% through structured engagement frameworks and proactive account management. Combines strong commercial acumen from a sales background with data-driven success strategies to protect and grow recurring revenue.
Overview
4
4
years of professional experience
Work History
Account Manager
ZOCA
Bengaluru
2025.08 - Current
- Manage a portfolio of around 150+, US-based SMB and mid-market accounts, driving onboarding, product adoption, and retention across AI-led marketing automation solutions.
- Standardized QBR structure linking product adoption metrics to customer business KPIs.
- Implemented early renewal forecasting cadence, improving renewal pipeline visibility and achieving 120% of renewal targets.
- Act as primary escalation point for high-risk accounts, coordinating with tech, product and support teams to resolve issues and protect revenue.
- Drove 20% ACV growth through expansion plays and streamlined adoption of automation features including SEO optimization, booking workflows, and review management tools, leading to an increase in client satisfaction scores.
- Maintained 93–95% retention across a 150+ mid-market portfolio by implementing a structured health scoring model, initiating T-90/T-120 renewal planning, and deploying proactive risk mitigation playbooks—reducing churn risk by 15%.
Customer Success Manager
Scaler
Bengaluru
2023.05 - 2025.07
- Transitioned internally from a hardcore sales role into customer success by focusing on onboarding, retention, and NPS management.
- Led a portfolio of 150 strategic accounts every quarter, fostering relationships and successfully upselling services contributing to a 20% increase in annual contract value.
- Pioneered a customer engagement strategy that boosted product adoption rates by 35% through tailored workshops, training sessions and by troubleshooting technical gaps.
- Implemented data-driven success plans, resulting in a 98% customer retention rate and a 15% reduction in churn within my account portfolio.
- Acted as an advocate for customer needs within the company, influencing product development and contributing to a 25% increase in feature adoptions.
Business Development Associate
BYJU’S
Bengaluru
2021.12 - 2023.03
- Managed revenue-generating accounts contributing multi-million annual revenue streams, consistently exceeding quarterly sales targets by 15%+
- Improved engagement by 25% through segmentation-driven outreach strategy.
- Collaborated with operations and academic teams to ensure seamless onboarding and service delivery.
Education
Master of Business Administration -
I.K. Gujral Punjab Technical University
Jalandhar, Punjab07.2021
Bachelor of Commerce - Accounts Hons
Vinoba Bhave University
Ranchi05.2019
Skills
- ARR Ownership & Renewal Forecasting
- Expansion & ACV Growth Strategy
- Cross-Functional Leadership (Product, Support, Sales)
- Churn Mitigation & Risk Escalation
Projects
Customer Feedback & Internal Advocacy - Built a 'Voice of Customer' Feedback Loop.
Established a formal process to collect, categorize, and prioritize customer feedback from QBRs to product teams, Influenced 7 major product enhancements, directly improving NPS scores from 42 to 68.
Hobbies and Interests
- Behavioural Psychology & Customer Experience
- Travelling & Cultural Exploration
- Fitness & Mindfulness
Languages
- English, 80/100
- Hindi, 100/100
Timeline
Account Manager
ZOCA
2025.08 - Current
Customer Success Manager
Scaler
2023.05 - 2025.07
Business Development Associate
BYJU’S
2021.12 - 2023.03
Master of Business Administration -
I.K. Gujral Punjab Technical University
Bachelor of Commerce - Accounts Hons
Vinoba Bhave University