Sudhir P
CHENNAI
Summary
Resourceful Customer Success Manager with 6+ years of B2B SaaS experience and a demonstrated history of exceeding retention, CSAT, and expansion goals, maintaining relationships with enterprise, mid-market, and SMB customers, driving onboarding and adoption programs, and scaling customer success strategies in SaaS startup environments. Excels in communication, empathy, and adaptability to ensure customer satisfaction and loyalty. Committed to leveraging these skills to support company growth and client success.
Overview
7
7
years of professional experience
Work History
Customer Success Manager
Reaktion.com ApS
Copenhagen
04.2024 - Current
- Served as the main point of contact for the Customer Success Team for all Reaktion e-commerce customers and marketing agencies.
- Offered technical support via tickets, emails, and phone calls to address any issues and answer queries regarding the product.
- Conducted demo and onboarding calls for e-commerce customers, and helped marketing agencies onboard their clients.
- Implemented process improvements to scale up the Customer Success team based on feedback from internal teams or clients.
- Coordinated with product development teams to relay user feedback for product and feature improvements and releases.
- Shared industry insights with clients that helped them stay ahead of market trends and competitor advancements.
- Responsible for implementing win-back strategies for churned clients.
- Assisted in the creation of marketing materials, like newsletters and webinars, that highlighted key benefits of Reaktion.
Customer Success Manager
Dealfront
01.2023 - 01.2024
- Managed a 160+ account portfolio which included a mix of Enterprise, SMB, and Mid Market accounts representing $1.5M+ in ARR
- The portfolio was a blend of customers from APAC and EU regions and I was involved throughout the customer journey - onboarding, adoption, and renewal
- Created a weekly report for the entire Customer Success team, including all the organizational, operational, and technical news from the entire week summarised into a digest, which helped CSMs from all shifts stay on top of all updates
- Created admin dashboards in Freshsuccess and Totango to help CSMs track their pending admin tasks, upcoming renewals, client coverage rate, and churn-related metrics
- Created battle cards of 'Dealfront Vs
- Competitors' for internal use by Success and Sales teams, which helped on churn fight calls
- Being the only CSM working in the APAC timezone, I took up a project working on win-back strategies for previously churned customers of Dealfront
- Was successful in bringing back a lot of old customers by offering them free onboarding sessions, advising on project planning, and special discounts
- Exceeded Net Retention Score (NRR) goals compared to the team average of 91% (110% in Q1 2023, 116% in Q2 2023, 112% in Q3 2023, and 107% in Q4 2023)
- Maintained a 98% quarterly client outreach coverage score compared to the 80% benchmark and maintained an onboarding training feedback score of 9.5/10 compared to the benchmark of 7
- I consistently met the benchmark of 15 weekly customer interactions (phone calls, onboarding sessions, LinkedIn outreaches, kick-off meetings, etc) throughout the year
- Worked with the Account Management team to help find opportunities for expansions and new deals
- Worked extensively with customers to help integrate CRMs into the platform and in the process, learned CRM systems like Hubspot, Salesforce, Zoho CRM, Pipedrive, and Dynamics 365
- Passed on all technical issues, bugs, feature requests, and feedback to the relevant developer teams on Slack to ensure proper resolution
Customer Success Associate
Freshworks Inc
Chennai
02.2021 - 01.2023
- Managed a 150+ account portfolio of three products - Freshdesk, Freshchat, and Freshcaller, which included a mix of US-based SMB and Mid-Market customers, representing $300K+ in ARR from onboarding through renewal
- Mentored all new joiners in the processes and tasks of a CSM in the company, created an internal playbook, and helped them onboard efficiently
- Created an automation flow in Freshdesk to assign open tickets of varying priorities to the relevant CSMs
- This helped the team stay on top of all active tickets from their customer portfolio and made it easier to track urgent requests
- Conducted 15 Quarterly Business Reviews with C-level executives, developed 20 Customer Success Plans every quarter, and met this KPI target consistently
- Successfully signed up my inactive/dormant customers to the Digital Adoption Program, to offer free onboarding/re-boarding sessions
- Expertly negotiated contract renewals, monthly to annual conversions, and upgrades, discovered additional upsell and cross-sell opportunities, and worked alongside Account Managers to convert them
- Maintained an average Net Retention Rate (NRR) of 110% compared to the 89% team average and a 97% CSAT score compared to the 90% team average
- Worked closely with the Engineering and Product teams to ensure client queries and feedback were addressed on priority
Customer Solutions Engineer
Chargebee
Chennai
08.2018 - 01.2021
- Provided technical support to Chargebee's global customer base on a rotating shift basis through various ticketing systems such as Freshdesk, Freshchat, and Freshcaller
- Served as the first point of contact for Chargebee's stand-alone reporting module, Revenuestory, within the company and customers alike
- Created a Revenuestory knowledge base of 50+ help center articles from scratch by working extensively with the Product team, and conducted internal training sessions for Solutions, Sales, and Presales teams
- Became a subject matter expert in Accounting tools such as Xero and Quickbooks to help out Enterprise customers with accounting queries/issues effectively
- Assisted on Customer Success calls to ensure clients were onboarded properly by offering complete onboarding training on the product suite
- Became the first person in Chargebee Support's history to reach the fastest first response time on Chat Support (6 seconds) and maintained that record consistently
- Maintained a first response SLA of 15 minutes on email support compared to the team average of 2 hours, and a first response SLA of 1 minute on phone support compared to the team average of 5 minutes
- Maintained a positive average CSAT response of 98%, compared to the team benchmark of 80%
- Collaborated with cross-functional teams such as subscription management, product, accounting, finance, and customer success teams to ensure customer feedback and queries were passed on to the relevant teams
Education
BTech + MTech - ECE
SASTRA University
Thanjavur05-2018
Skills
- Customer relationship management
- Technical support
- Client retention strategies
- CRM integrations
- Product feedback
- Revenue growth
- Pipeline development
- Customer advocacy
- Customer onboarding
- Customer account management
- Stakeholder management
- Training and mentoring
- Documentation and reporting
Accomplishments
- Content Creator Award, Chargebee - Presented for creating Revenuestory help center articles, and training the internal teams
- Rising Star Award, Freshworks Inc - Awarded for zero churn rate in Q1 2021, and 100% client outreach coverage
- Customer Wow Champion, Freshworks Inc -Awarded for maintaining a 97% average CSAT score for the entire year of 2022
Timeline
Customer Success Manager
Reaktion.com ApS
04.2024 - Current
Customer Success Manager
Dealfront
01.2023 - 01.2024
Customer Success Associate
Freshworks Inc
02.2021 - 01.2023
Customer Solutions Engineer
Chargebee
08.2018 - 01.2021
BTech + MTech - ECE
SASTRA University
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