Srikant Choppala
Hyderabad
Summary
Strategic Customer Success Manager with over a decade of experience enhancing engagement, retention, and revenue in SaaS and healthcare technology. Expertise in leveraging AI insights and analytics to mitigate churn and identify growth opportunities within multi-million ARR portfolios. Collaborates effectively across Sales, Product, Engineering, and Marketing to drive account initiatives and translate data into actionable recommendations, consistently improving renewal rates and customer loyalty.
Overview
11
11
years of professional experience
Work History
Customer Success Manager
Highspot
Hyderabad
06.2025 - Current
- Renewals, Up-sell & Cross-sell: Achieved 100% renewal rate in Q4 2025 and 90% renewal rate in Q1 2026, partnering with Account Management to execute renewal strategy, identify expansion opportunities, and position add-on services aligned to customer business objectives.
- Client Portfolio Management: Managing 40 SMB accounts totaling $1.8M in Annual Recurring Revenue (ARR), driving product adoption, customer engagement, and strategic account growth.
- Data-Driven Insights & AI Adoption: Leveraged Highspot AI capabilities including usage analytics, adoption metrics, and sentiment analysis to identify trends, mitigate risks, and proactively improve customer health scores.
- Strategic Account Development: Developed account maps using 10K reports and publicly available business insights, multi-threading across Enablement, Sales, Marketing, Operations, Finance, and IT stakeholders to strengthen engagement and drive value realization.
SENIOR CUSTOMER SUCCESS MANAGER
PHREESIA
Hyderabad
06.2024 - 05.2025
- Renewals, Up-sell & Cross-sell: Achieved 100% renewal rate while identifying expansion opportunities through value-based meetings and frequent connections.
- Client Satisfaction: Collaborated with cross-functional teams to address client needs, achieving a 99% satisfaction rate.
- EBRs and QBRs: Conducted regular executive business reviews to assess account health and identify growth opportunities.
- Account Management: Managed 22 hospitals and healthcare facility accounts, driving strategic engagement and successful adoption of Phreesia.
CUSTOMER SUCCESS MANAGER
SPRINKLR
Hyderabad
04.2022 - 05.2024
- Client Portfolio Management: Oversaw success and satisfaction of 10+ large enterprise clients, totaling $2.5 million in Annual Recurring Revenue (ARR).
- Renewals, Up-sell & Cross-sell: Achieved 95% renewal rate and identified expansion opportunities in collaboration with sales team.
- Executive Business Reviews: Conducted regular reviews with clients to assess status and identify up-selling opportunities, resulting in 15% revenue increase.
- On-boarding and Support: Facilitated seamless onboarding for new customers, provided ongoing support, and conducted satisfaction check-ins to foster long-term relationships.
CUSTOMER INSIGHTS ANALYST
NEWFOLD DIGITAL
Hyderabad
05.2019 - 03.2022
- Competitive Analysis and Insights: Conducted analysis to uncover market trends and growth opportunities, equipping clients with insights into their industry landscape for informed decision-making.
- Strategic Recommendations: Engaged in surveys and focused group discussions with SMB leaders to identify pain points, tailoring product offerings to meet their specific needs.
- Account Management: Managed SMB accounts, provided insights to product marketing team to inform campaign design and refine Go-to-Market strategies.
- Content Collaboration: Collaborated with marketing to create tailored content such as blog posts and videos, delivering actionable solutions to client challenges.
ANALYST
DELOITTE
Hyderabad
06.2018 - 04.2019
- Data Analysis: Gathered and interpreted data from diverse sources like Reuters, CapitalIQ, D&BHoovers, Bloomberg, IBIS, EMIS, and Gartner.
- GTM Strategies: Analyzed data using statistical techniques to inform pricing, positioning, and market strategies for product launches.
- Reporting: Developed clear reports and presentations that effectively communicated insights to senior management and stakeholders.
- Account Management: Conducted market research and competitive analysis for US clients, identifying key trends and opportunities in healthcare, telecom, and FMCG sectors.
AREA BUSINESS MANAGER
ABBOTT
Hyderabad
06.2015 - 05.2018
- Sales Leadership and Performance Management: Led a team of 12 sales representatives across Andhra Pradesh, consistently achieving 110% Sales Target every month for each geography. Conducted regular performance reviews, set goals, and implemented performance improvement strategies to enhance team productivity.
- Customer Success and Retention: Built and maintained relationships with clients through regular visits, networking events, and conferences, resulting in a 15% increase in customer retention. Identified potential customers and developed relationships with large institutions to expand the client base in the zone.
- Strategic Sales Collaboration and Marketing Integration: Collaborated with marketing team to develop sales strategies and executed ad campaign that increased sales by 10%.
- Sales Monitoring and Reporting: Utilized Salesforce to monitor sales performance and ensure delivery of top service and quality products.
Education
PGDM - Post Graduation and Diploma in Management
Goa Institute of Management
GOA01.2015
BACHELOR OF PHARMACY -
St Peters Institute of Pharmaceutical Sciences
Telangana01.2011
Skills
- Churn mitigation and health scoring
- AI-driven adoption analytics
- Executive business reviews (EBRs/QBRs)
- Strategic account planning
- SaaS implementation and enablement
- Salesforce, HubSpot, ServiceNow, Gainsight expertise
- Highspot AI and Sprinklr CXM
- NPS and CSAT optimization
- Upsell and cross-sell strategies
- Cross-functional leadership
- Customer journey orchestration
- Enterprise stakeholder engagement
- AI-powered customer health modeling
- Predictive churn analytics
- Usage and sentiment intelligence
- Revenue expansion through data insights
- Customer adoption frameworks
- Enablement and GTM alignment
- Customer value realization
Hobbies and Interests
- Movies
- Start-Ups
- Photography
Timeline
Customer Success Manager
Highspot
06.2025 - Current
SENIOR CUSTOMER SUCCESS MANAGER
PHREESIA
06.2024 - 05.2025
CUSTOMER SUCCESS MANAGER
SPRINKLR
04.2022 - 05.2024
CUSTOMER INSIGHTS ANALYST
NEWFOLD DIGITAL
05.2019 - 03.2022
ANALYST
DELOITTE
06.2018 - 04.2019
AREA BUSINESS MANAGER
ABBOTT
06.2015 - 05.2018
PGDM - Post Graduation and Diploma in Management
Goa Institute of Management
BACHELOR OF PHARMACY -
St Peters Institute of Pharmaceutical Sciences