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
Bengaluru, India (Remote)
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
Bengaluru
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
Bengaluru, India
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, India05-2027
BBA - Commerce & Accounting
Eastern Institute For Integrated Learning
Bengaluru, India08-2013
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