SUCHARITHA P
Bengaluru
Summary
Customer Success Professional with 8+ years in enterprise SaaS, specializing in account management and customer adoption strategies. Demonstrated ability to lead teams through complex implementations while improving operational efficiency. Skilled in fostering employee engagement through effective training and morale-building initiatives. Committed to achieving company objectives and enhancing customer satisfaction.
Overview
9
9
years of professional experience
Work History
Customer Success Engineer
Sense
04.2025 - Current
- Executed end-to-end technical implementation and workflow automation for high-value staffing customers using Sense platform.
- Reduced onboarding time by 22% through optimized workflows and expedited environment setup.
- Enhanced customer adoption by 35% within 90 days via technical enablement and use-case mapping.
- Managed escalations, troubleshot integrations, and ensured successful go-lives.
- Facilitated customer training sessions to enhance product understanding and usage.
- Achieved 94% CSAT across implementation projects through proactive communication and effective issue resolution.
Sr. Customer Success Manager
Darwinbox
12.2022 - 01.2025
- Managed customer lifecycle for enterprise accounts, covering onboarding, renewals, and expansion.
- Conducted ROI-driven EBRs/QBRs with CHRO and C-suite stakeholders, enhancing alignment and retention.
- Boosted product adoption by 40% through strategic enablement and usage-gap identification.
- Reduced churn by 18% YoY via targeted health-score monitoring and risk mitigation.
- Collaborated with Product, Solutions, and Engineering to prioritize feature requests and influence roadmap direction.
- Strengthened customer advocacy through case studies, webinars, and showcases, boosting retention rates.
- Tracked customer satisfaction metrics including engagement levels and feedback surveys.
Customer Success Manager
Geektrust
01.2021 - 10.2022
- Managed SaaS onboarding and adoption for enterprise B2B clients in recruitment and technology sectors.
- Led a team of six Customer Success Managers, enhancing execution quality and coaching.
- Redesigned lifecycle journeys to improve onboarding efficiency and customer engagement.
- Facilitated NPS, ARR, and MRR discussions with leadership, ensuring customer retention.
- Collaborated with Product and Tech teams to develop custom solutions, minimizing onboarding friction.
- Reduced onboarding time by 25% through effective playbook redesigns.
- Conducted platform walkthroughs and workshops to enhance product adoption among user groups.
- Oversaw lifecycle management across all adoption stages, driving continuous revenue growth.
Customer Success Manager
Belong
11.2018 - 01.2021
- Developed adoption strategies aligned with customer business goals across people, products and processes.
- Led onboarding initiatives, achieving 30% reduction in time to first value.
- Managed team of 8 CSMs, conducting performance reviews and coaching sessions.
- Reduced churn by 15% through proactive monitoring of customer health and stakeholder engagement.
- Increased product adoption by 30% via structured enablement programs and feedback loops.
- Implemented customer engagement tools, enhancing CSAT by 60% and reducing ticket resolution time by 30%.
- Conducted strategic product trials to improve trial-to-customer conversion rates.
Recruiter
Wolves
02.2018 - 10.2018
- Managed end-to-end recruitment cycles, including sourcing, screening and interview coordination.
Human Resources
Home Credit India
03.2017 - 01.2018
- Supported HR operations and talent acquisition processes.
Education
Strategic Human Resource Leadership -
Cornell University
01-2023
MBA - Human Resources
M.S. Ramaiah Institute of Management
06-2017
B.E. - Engineering
Sri Venkateswara College of Engineering
03-2015
Skills
- Customer lifecycle management
- Executive business reviews
- Product adoption and value realization
- Process optimization
- Onboarding and implementation
- Customer analytics and insights
- Cross-functional collaboration
- Upsell and cross-sell strategies
- Churn prevention and renewal management
- Stakeholder management
- Net Promoter Score (NPS)
- Health scores
- Playbook development
- SaaS training and enablement
- Team leadership and mentorship
Timeline
Customer Success Engineer
Sense
04.2025 - Current
Sr. Customer Success Manager
Darwinbox
12.2022 - 01.2025
Customer Success Manager
Geektrust
01.2021 - 10.2022
Customer Success Manager
Belong
11.2018 - 01.2021
Recruiter
Wolves
02.2018 - 10.2018
Human Resources
Home Credit India
03.2017 - 01.2018
Strategic Human Resource Leadership -
Cornell University
MBA - Human Resources
M.S. Ramaiah Institute of Management
B.E. - Engineering
Sri Venkateswara College of Engineering
Internship
HR Intern, Deloitte, Conducted HRIS process analysis for automation readiness.
Tools & Platforms
Salesforce, Zendesk, HubSpot, Gainsight, Totango, Jira, Notion, Asana and Catalyst