Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Shiv Sharmaa

Bengaluru

Summary

Achievement-driven professional with over 10+ years of experience in Customer Success, Operations Management, and Business Development across diverse sectors, including Managed Service, SaaS, Fin-Tech, and Logistics, Supply Chain. Proven track record of enhancing product adoption and fostering customer loyalty while effectively minimizing churn through targeted strategic initiatives. Expertise in analyzing metrics to optimize Service Level Agreements, Customer Satisfaction, and overall productivity, coupled with demonstrated success in building and leading high-performing teams to drive operational excellence and achieve business objectives through structured problem-solving and strategic planning.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Manager - Customer Success

Six Degree UK
Mangalore
03.2024 - Current
  • Own end-to-end success of global enterprise clients across the UK, US, and China, acting as a trusted advisor to senior stakeholders.
  • Reduced client churn through proactive risk mitigation strategies and quarterly strategic reviews.
  • Improved NPS by 25% through continuous feedback loops and stakeholder engagement.
  • Achieved 98% SLA compliance, minimizing service penalties and enhancing operational reliability.
  • Influenced product and support roadmaps through VoC (Voice of Customer) initiatives and service improvement plans.

Customer Success Manager

Bizongo
Gurgaon
12.2022 - 03.2024
  • Managed a $500k quarterly portfolio, delivering 95% customer satisfaction and exceeding upsell targets by 10%.
  • Increased platform engagement and reduced churn by 30% through success planning and data-driven interventions.
  • Drove 100% platform adoption for all assigned clients by leading onboarding, training, and optimization projects.
  • Led a team of 5 CSMs and aligned success metrics with revenue and growth goals.

Manager - Customer Success

Winuall
Bengaluru
03.2022 - 11.2022
  • Led a 10+ member team to scale onboarding, support, and retention for a high-growth SaaS platform.
  • Developed data-driven retention strategies and aligned customer outcomes with company OKRs.
  • Conducted QBRs with C-level executives and contributed to cross-functional initiatives across Product, Sales, and Marketing.
  • Implemented SLA/CTQ frameworks to ensure customer satisfaction and service consistency.

Assistant Operations Manager

Pickrr
Gurgaon
02.2020 - 03.2022
  • Managed operations and escalations for enterprise clients, reducing costs and improving retention.
  • Strengthened client relationships and collaborated with internal teams to enhance service delivery.

Account Manager

Paytm
Noida
01.2019 - 02.2020
  • Managed enterprise accounts, increasing payment success rate and reducing failed transactions.
  • Collaborated with product team to enhance merchant features.
  • Led cross-team coordination with finance operations to resolve payout discrepancies.

Business Associate

Food Panda
Gurgaon
01.2017 - 12.2017
  • Facilitated onboarding of key partners and managed operational escalations.
  • Identified process gaps and implemented tracking solutions to streamline order management.

Education

Bachelor of Commerce (Hons) -

Sambalpur University
07.2016

Skills

  • Customer success strategy: Retention, MRR, ARR, churn reduction, NPS, CSAT, and renewals
  • Leadership: Team building, executive stakeholder management, cross-functional collaboration
  • Customer Insights: Voice of Customer Programs, QBRs, ABRs, Advocacy & Feedback Loops
  • Operations: SLA Management, Process Optimization, Risk Mitigation
  • Analytics and tools: KPI analysis, Salesforce, HubSpot, Zendesk, Zoho CRM, Excel, Google Sheets, SQL

Accomplishments

  • Recognized with the Partner Choice Award by Six Degrees for exemplary, proactive account management and consistently achieving a high Customer Relationship Quality (CRQ) score.

Certification

  • Microsoft Azure Fundamentals (AZ-900)

Languages

English
First Language
Hindi
Proficient (C2)
C2

Timeline

Manager - Customer Success

Six Degree UK
03.2024 - Current

Customer Success Manager

Bizongo
12.2022 - 03.2024

Manager - Customer Success

Winuall
03.2022 - 11.2022

Assistant Operations Manager

Pickrr
02.2020 - 03.2022

Account Manager

Paytm
01.2019 - 02.2020

Business Associate

Food Panda
01.2017 - 12.2017

Bachelor of Commerce (Hons) -

Sambalpur University

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Shiv Sharmaa