SUGANDHA DHAMIJA
New Delhi
Summary
Customer Success & Account Leadership | Retention, Expansion & Revenue Growth
Customer Success and Account Leadership professional with 3+ years of experience owning post-sales client relationships, driving retention, expansion, and long-term value across enterprise accounts. Proven track record of managing ₹45L+ monthly revenue portfolios, achieving 95% client retention, and building structured upsell pipelines through consultative engagement.
Experienced in onboarding, training, lifecycle management, and cross-functional collaboration, with a strong bias for data-led decision making, process scaling, and team development in fast-growth environments.
Overview
8
8
years of professional experience
Work History
Manager, Account Management
ODN Digital Services Private Limited
Delhi
03.2023 - Current
- Owned revenue growth and retention for a portfolio generating ₹45L+ in monthly recurring revenue, consistently exceeding targets through upsell, cross-sell, and account expansion.
- Owned end-to-end post-sales engagement for a portfolio of 20+ enterprise clients, including onboarding, adoption, renewals, and expansion.
- Built and maintained a structured upsell and renewal pipeline, contributing to 95% retention and consistent revenue growth.
- Acted as escalation point for key accounts, resolving complex issues while maintaining trust and transparency.
- Acted as category advisor to enterprise brands (Reliance Luxury, Nykaa, Tata Cliq, Prestige, Asics), guiding assortment prioritisation, catalog strategy, and content investments to improve conversion and discoverability.
- Partnered with product, tech, and ads teams to launch AI-driven marketplace solutions across multiple markets, improving operational efficiency and client ROI.
- Led pricing, packaging, and scope discussions with clients to balance commercial outcomes with long-term partnerships.
- Built and mentored a team of 2 junior managers; created structured playbooks and training modules to scale performance.
Quality Auditor
noon.com
Gurugram
10.2018 - 02.2023
- Worked within noon marketplace operations to improve category quality, assortment depth, and customer experience across seller-led categories.
- Identified high-demand assortment gaps using data analysis, contributing to measurable category sales uplift.
- Standardised categorisation, attributes, and content quality, reducing return rates by 40% and improving conversion.
- Conducted competitor benchmarking and market analysis to recommend catalog and CX improvements aligned with regional trends.
- Acted as liaison between sellers, category teams, and internal stakeholders to ensure platform standards and scalable growth.
Content Writer & Internal Communications Lead
vivo India Private Limited
Gurugram
11.2017 - 09.2018
- Created, managed and enacted on a resourceful content/editorial calendar that built a consistent presence and promoted Vivo India as a market leader.
- Managed and oversaw the content for Facebook groups.
- Created content for the Vivo App Store and generated and executed ideas for the Games tabs and Category pages; and built compelling and relevant theme collections.
- Built high-engagement editorial and merchandising content for the quarterly magazine, Vivolution, and training platform that improved in-app discovery and seller journeys across multiple touchpoints.
Education
Master of English Literature -
Jamia Millia Islamia
New Delhi01.2016
Bachelor of Arts - English Literature
University of Delhi
Delhi, India02-2014
Skills
Customer Success & Retention
- Client Lifecycle Management
- Retention & Churn Reduction
- Upsell & Expansion Strategy
- Customer Advocacy & Escalation Handling
Onboarding & Enablement
- Client Onboarding & Training
- Playbook & SOP Development
- Product / Service Enablement
Data & Decision Making
- Revenue & Retention Analytics
- Advanced Excel / Google Sheets
- Performance Tracking & Forecasting
Leadership & Execution
- Team Management & Coaching
- Cross-functional Collaboration
- Process Scaling in High-Growth Teams
Accomplishments
- 95% Client Retention, By delivering tailored solutions and proactive relationship management for a portfolio of 20 accounts.
- Generated ₹45L in monthly revenue, By managing a portfolio of key B2B accounts and executing targeted upsell strategies.
- 85% Client Satisfaction Score, Achieved an average customer satisfaction score of 8 NPS, consistently maintaining high service standards and strong client relationships.
- Led Enrichment Drive for 20K SKUs, Managed a portfolio of 20,000 SKUs, boosting search visibility and customer engagement by 25% with targeted catalog optimization initiatives.
Timeline
Manager, Account Management
ODN Digital Services Private Limited
03.2023 - Current
Quality Auditor
noon.com
10.2018 - 02.2023
Content Writer & Internal Communications Lead
vivo India Private Limited
11.2017 - 09.2018
Master of English Literature -
Jamia Millia Islamia
Bachelor of Arts - English Literature
University of Delhi