Summary
Overview
Work History
Education
Skills
Technical Aptitude
Achievements
Timeline

Shreekumar Nair

Customer Success Manager
Bengaluru,KA

Summary

Dynamic Customer Success leader with a proven track record in enhancing customer retention through strategic customer success playbooks. Possess strong customer orientation, great communication skills, excellent problem-solving skills, and the

ability to make operational and procedural improvements.

Overview

12
12
years of professional experience

Work History

Associate Vice President - Customer Success

Xebo.ai
07.2023 - Current
  • Heading the global Customer Success team of 15 members distributed across India, UAE, Saudi Arabia and Kenya.
  • Handling a book of business worth over $3.5 million, targeted to grow by 20%.
  • Defined and implemented customer health matrix and customer churn risk assessments to provide insights and strategize long term retention
  • Implemented success playbooks for onboarding, adoption, and renewal.
  • Collaborated with cross-functional teams to drive process improvements and innovation.

Customer Success Manager

Simplilearn
07.2022 - 07.2023
  • Partnered with key enterprises from APAC and MENA geographies and recorded above 15% revenue growth along with overall CSAT score of 4.5+
  • Key Performance Areas include Revenue Retention, Account Health metrics, NPS rating, Process improvements.
  • Won the Extra Miler Award for 2022-23 as a recognition of going the extra mile with my performance.

Account Manager

Impress.ai
05.2021 - 06.2022
  • Dedicated point of contact for customer onboarding and communication.
  • Owning the Project Management including Requirement gathering, Project timelines, Implementation, UAT and Delivery.
  • Collaborate with the Customer support, Customer Success and Operations teams to help customers adopt, scale and grow quickly.

Research Project Manager

Eyes4Research
01.2020 - 04.2021
  • Built a framework for executing market research projects.
  • Owned Vendor management, Data processing and delivery.
  • Coordinated projects from beginning to end, multitasking complex projects simultaneously and communicating effectively with internal and external stakeholders.

Customer Success Manager

SurveySparrow
04.2018 - 12.2019
  • Implemented key customer support process, customer feedback collection process by conducting QBR's.
  • Created and managed knowledgebase articles, guidelines for effective use of Live Chat.
  • Reduced customer churn from 10%+ to 3-4% by implementing onboarding email drip campaign, improving adoption, setting up dunning processes etc.

Customer Success Manager

QuestionPro
07.2014 - 03.2018
  • Managed 120+ Enterprise companies across different regions with approximate $400,000 ARR.
  • Achieved over 90% renewal rate with consistent 20%+ net ARR growth YoY.
  • Owned the customer onboarding, strategic relationship, adoption, retention & renewals.

Solution Specialist

Qsample
06.2013 - 02.2014
  • Core responsibilities included executing market research projects.
  • Creation and deployment of online surveys to the targeted audience, Data processing.

Education

Advanced 1 - Industrial Designing

DSK International School of Design, Pune, India
04.2001 -

Diploma in Engineering - Information Technology

MET's Institute of Technology, Nashik, India
04.2001 -

Skills

Customer Onboarding

Technical Aptitude

MS Office

CRM - Hubspot, Salesforce

Intercom

Notion

Confluence

Jira

Trello

Figma

Photoshop

HTML & CSS (Foundation)

Achievements

  • Led the initiative to set up a new division - QuestionPro Audience for Market Research.
  • Won the Extra Miler Award for 2022-23 at Simplilearn as a recognition of going the extra mile with my performance.
  • Recognized as one of the Global Top 100 Customer Success Strategists by SuccessCoaching in 2024 for contributions to customer success strategy and leadership.

Timeline

Associate Vice President - Customer Success - Xebo.ai
07.2023 - Current
Customer Success Manager - Simplilearn
07.2022 - 07.2023
Account Manager - Impress.ai
05.2021 - 06.2022
Research Project Manager - Eyes4Research
01.2020 - 04.2021
Customer Success Manager - SurveySparrow
04.2018 - 12.2019
Customer Success Manager - QuestionPro
07.2014 - 03.2018
Solution Specialist - Qsample
06.2013 - 02.2014
DSK International School of Design - Advanced 1, Industrial Designing
04.2001 -
MET's Institute of Technology - Diploma in Engineering, Information Technology
04.2001 -

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Shreekumar NairCustomer Success Manager