SUBHAGI LAMBA
Summary
Customer Success and Key Account Management leader with 5+ years of experience across SaaS and logistics, specializing in driving account growth, retention, and operational excellence. Proven track record of managing enterprise and D2C brand portfolios, leading cross-functional teams, and owning escalations end-to-end to deliver exceptional customer outcomes. Adept at leveraging data, performance metrics, and consultative strategies to scale accounts, improve customer satisfaction, and align business objectives with client success.
Overview
6
6
years of professional experience
Work History
Manager - Customer Success & Key Account Management
NimbusPost Pvt. Ltd.
10.2025 - Current
- Own end-to-end customer success and account management for a portfolio of high-value D2C and enterprise brands, driving retention, expansion, and long-term value.
- Drove commercial outcomes through structured account planning, upsell and cross-sell strategies, and consultative engagement models to enhance client value.
- Design and implement monthly and quarterly growth plans targeting revenue, shipment volume, and customer satisfaction improvements.
- Lead and mentor a team of 4+ Key Account Managers, focusing on performance management, skill development, and consistent client delivery.
- Act as the escalation owner for the entire team portfolio, proactively resolving complex internal and customer escalations using root cause analysis.
- Conduct regular business reviews with clients and internal leadership, presenting performance insights and growth recommendations.
- Leverage customer performance data, dashboards, and trend analysis to inform decision-making and enhance service quality.
- Partner closely with sales, operations, product, and tech teams to unlock incremental growth opportunities and ensure seamless client transitions.
- Champion a customer-first, solutions-oriented culture to enhance customer experience and reduce churn.
Assistant Manager - Key Account Management
NimbusPost Pvt. Ltd.
04.2025 - 09.2025
- Managed and scaled portfolio of high-revenue brand accounts, enhancing client retention and facilitating account expansion.
- Identified operational and commercial risks, streamlined workflows to enhance account-level efficiency.
- Utilized data analytics and performance reporting to improve turnaround times and elevate service quality.
- Used data analytics and performance reporting to drive continuous improvement in turnaround times and service quality.
- Led escalation management across accounts, implementing timely and data-backed corrective actions.
Senior Executive - Key Account Management
NimbusPost Pvt. Ltd.
04.2022 - 03.2025
- Acted as the single point of contact for onboarding and managing D2C and enterprise brands from integration to scale-up.
- Oversaw brand portfolios, driving wallet share expansion through targeted, data-informed account growth strategies.
- Defined KPIs and implemented performance tracking frameworks to enhance operational visibility and customer experience.
- Conducted regular 3PL performance reviews to ensure SLA adherence and service excellence.
- Created strategic account plans and delivered customized proposals during client meetings, enhancing client engagement.
Executive - Sales & Key Account Management
NimbusPost Pvt. Ltd.
07.2021 - 03.2022
- Managed major customer accounts, ensuring effective communication through phone and email to address client needs.
- Built strong client relationships through transparent communication and proactive problem-solving.
- Managed NDRs (Non-Delivery Reports) and analyzed performance reports to improve delivery outcomes.
- Coordinated with sales, operations, and billing teams to efficiently resolve issues, enhancing customer satisfaction.
Associate - Sales & Client Excellence
Pickrr Technologies
04.2021 - 06.2021
- Analyzed customer requirements to deliver tailored product demonstrations and effective onboarding sessions.
- Managed client escalations in coordination with internal teams to ensure timely resolution.
- Coordinated with internal teams to manage client escalations, ensuring timely and satisfactory resolution.
- Executed order management processes, including pickup scheduling and delivery operations, to guarantee seamless customer experiences.
Associate - Operations
Concentrix
08.2020 - 04.2021
- Resolved escalations for delayed orders, missing invoices, faulty products, and technical issues, enhancing customer satisfaction.
- Managed customer communications via email, chat, and social media, ensuring quick and effective resolutions.
- Facilitated order modifications, invoice corrections, refunds, and refund processing for end customers, improving overall service experience.
- Coordinated customer communications via email, chat, and social media, achieving timely and effective issue resolutions.
Education
Certificate of Excellence - Digital Marketing
EduPristine
Graphic Designing -
Arena Animation
B.A. (Programme) -
School of Open Learning, Delhi University
B.Sc. - Fashion & Apparel Design
J.D. Institute of Fashion Technology
CBSE Class XII -
Guru Harkrishan Public School
CBSE Class X -
Guru Harkrishan Public School
Skills
- Customer Success Management
- Key account management
- Account Ownership
- D2C account management
- Client Retention
- Renewals
- Expansion
- Upsell
- Cross-sell
- Revenue Growth
- Escalation Management
- Account planning
- Reporting
- Cross-functional Collaboration
- Team Leadership
- Team Coaching
Achievements And Awards
- NimbusPost, Best Escalation Handler for LT (Long Tail) Accounts, 2023, Recognized for ownership and resolution of complex, high-impact customer escalations.
- NimbusPost, Yearly Top Performer, 2023, For consistent excellence in customer success, retention, and account growth.
- NimbusPost, SOW (Share of Wallet) Growth & Seller Retention, 2024, Contributing to sustained revenue expansion and long-term client partnerships.
- NimbusPost, Individual Quarterly Top Performer, 2025, For outstanding performance in account management and customer outcomes.
- NimbusPost, Top Performing Team, 2026, Acknowledging team leadership, collaboration, and delivery excellence.
- Pickrr Technologies, Best Debutant - Top Performer (Sales), For exceptional performance in onboarding and closing 50+ clients within the first month.
- Concentrix, Best Communication Skills in Inbound Support, Leading to selection for outbound calling responsibilities based on strong customer handling and communication capabilities.
Languages
English
First Language
Hindi
Advanced
C1
Punjabi
Advanced
C1
Timeline
Manager - Customer Success & Key Account Management
NimbusPost Pvt. Ltd.
10.2025 - Current
Assistant Manager - Key Account Management
NimbusPost Pvt. Ltd.
04.2025 - 09.2025
Senior Executive - Key Account Management
NimbusPost Pvt. Ltd.
04.2022 - 03.2025
Executive - Sales & Key Account Management
NimbusPost Pvt. Ltd.
07.2021 - 03.2022
Associate - Sales & Client Excellence
Pickrr Technologies
04.2021 - 06.2021
Associate - Operations
Concentrix
08.2020 - 04.2021
Certificate of Excellence - Digital Marketing
EduPristine
Graphic Designing -
Arena Animation
B.A. (Programme) -
School of Open Learning, Delhi University
B.Sc. - Fashion & Apparel Design
J.D. Institute of Fashion Technology
CBSE Class XII -
Guru Harkrishan Public School
CBSE Class X -
Guru Harkrishan Public School