Summary
Overview
Work History
Education
Skills
Timeline
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Sumith Motla

Bangalore,Karnataka

Summary

Quality-driven Customer Success Manager with a strong background in SaaS. Adept at building lasting client relationships, driving product adoption, and optimizing customer engagement strategies to increase retention and revenue. A proactive problem-solver who thrives in cross-functional collaborations, leveraging data insights to enhance customer experiences and deliver measurable business impact.

Overview

14
14
years of professional experience

Work History

Client Success Leader

Pursuaid.ai
12.2021 - Current
    • Drove 10%- 12% quarterly revenue growth by leveraging AI-driven User Intelligence and predictive analytics to deliver data-backed insights , enabling timely proactive interventions that maximize client ROI
    • Designed and implemented AI-powered conversational marketing frameworks , utilizing behavioral analytics from GA4 to reduce website abandonment and optimize conversion rates.
    • Led strategic Quarterly Business Reviews (QBRs) with executive stakeholders , presenting AI-powered customer behavior insights and revenue optimization strategies.
    • Developed automation-driven SOPs for AI Assistant training and knowledge management , reducing fallback responses to below 4% and improving customer interactions.

Head Of Client Success

Convertcart.ai
07.2018 - 05.2021
  • Achieved NRR greater than 114% by implementing strategies that enhanced product performance allowing CS function to cross selling bill and upsell.
  • Reduced customer churn to less than 2% in SMB segment by improving service quality and service delivery.
  • Achieved 30% increase in productivity by deploying client lifecycle playbooks and SOP's on CS platform, this also help in streamlining operations and reduction on learning pyramid.
  • Developed and mentored a Customer Success Enablement Team , creating a structured curriculum for new hires and establishing a quality monitoring system for ongoing training and skill development.
  • Deployed multiple dashboards in collaboration with the data team to track service delivery metrics, client health, RAG prediction, employee performance, client growth, product adoption, and service quality.

Sr Assistant Manager- Account Management

Intrado
10.2010 - 05.2018
  • Managed end-to-end client experience as a Senior Assistant Manager , overseeing enterprise-level voice and network integrations for global accounts with a $30-$40M MRR portfolio .
  • Strengthened relationships with key global accounts , ensuring high client retention, satisfaction, and contract renewals.
  • Launched a global upsell initiative , generating $3M in recurring revenue within 12 months across all client-facing teams.
  • Led cost reduction initiatives, streamlining resources through process automation and offshore transitions, while seamless knowledge transfer and documentation.
  • Simplified complex technical concepts to facilitate escalation resolution, root cause analysis, project management, and service optimization.

Education

Bachelor of Arts - Counseling Psychology

Jain University
Bengaluru, India
05-2027

BBA - Commerce & Accounting

Eastern Institute For Integrated Learning
Bengaluru, India
08-2013

Skills

    Client Success & Relationship Management

    SaaS Product Adoption & Analytics

    Cross-Functional Collaboration

    Process Optimization & Workflow Automation

    Data Driven Consulting

    Attention To Details

Timeline

Client Success Leader

Pursuaid.ai
12.2021 - Current

Head Of Client Success

Convertcart.ai
07.2018 - 05.2021

Sr Assistant Manager- Account Management

Intrado
10.2010 - 05.2018

Bachelor of Arts - Counseling Psychology

Jain University

BBA - Commerce & Accounting

Eastern Institute For Integrated Learning

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Sumith Motla