Suraj Agrawal
Account Manager | Customer Success Manager
Raipur
Summary
Customer Success Manager | Account Management Professional | 12.5+ Years Experience
Strategic Customer Success and Account Management professional with 9.5+ years of experience managing high-value B2B and B2C portfolios across PropTech, Hospitality Tech, Telecommunications, and B2B E-Commerce. Expertise in driving ARR growth, reducing churn, improving NPS and CSAT scores, and delivering measurable ROI for clients through consultative account management and data-driven customer success strategies. Proven ability to manage 100-250+ accounts simultaneously, consistently achieving 95%+ retention rates and 100-110% of revenue targets. Proficient in Salesforce, Microsoft Dynamics 365, LeadSquared CRM, and customer success platforms, with strong experience in QBR facilitation, renewal management, upselling, and cross-selling. Experienced in async communication, virtual stakeholder management, and cross-cultural client engagement — ideally positioned for high-impact remote Customer Success and Account Management roles globally.
Overview
9
9
years of professional experience
Work History
Account Manager
Housing.com (REA India)
Raipur
07.2024 - Current
- Managed a portfolio of 250+ client accounts across builders, brokers, channel partners, and enterprise customers, maintaining 95%+ customer retention and driving long-term account growth.
- Owned end-to-end Customer Success Lifecycle, including client onboarding, relationship management, adoption, engagement, renewal support, and account expansion activities.
- Utilized Salesforce CRM and LeadSquared — including relational lookup fields to link and manage Account, Contact, and Deal records — along with Google Workspace, Gmail, Microsoft Excel, HRIS, and data analytics tools to monitor account health, track KPIs, and identify growth opportunities
- Conducted regular Business Reviews, Account Reviews, and Stakeholder Meetings, resulting in 15%+ portfolio growth through upselling, cross-selling, and customer engagement initiatives.
- Collaborated with cross-functional teams, including Sales, Operations, Marketing, Product, and Customer Support, to improve customer experience and achieve business objectives.
- Improved customer satisfaction and operational efficiency by reducing issue resolution time by 30% and lowering customer escalations by 20% through proactive account management.
- Managed B2B and B2C customer portfolios, ensuring SLA compliance, service excellence, and successful delivery of customer-focused solutions.
- Developed and maintained MIS reports, operational dashboards, customer insights, and performance metrics to support strategic business decisions.
- Led regional customer engagement initiatives, webinars, and promotional campaigns, contributing to a 25% increase in customer participation and retention.
- Achieved 90%+ CSAT scores through effective relationship management, customer advocacy, issue resolution, and continuous engagement.
- Supported revenue growth by identifying customer needs, increasing product adoption, improving account utilization, and strengthening client relationships.
- Successfully managed remote communication through virtual meetings, email correspondence, CRM workflows, and stakeholder coordination across multiple regions.
Key Account Manager - Business Development
OYO Hotels and Rooms Pvt. Ltd
Raipur
03.2022 - 06.2024
- Managed a portfolio of 120+ hotel partner accounts across the assigned territory using LeadSquared CRM, ensuring smooth operations and 90%+ client satisfaction
- Onboarded 45+ new hotel partners within 12 months, growing portfolio size by 40% while retaining 90% of existing key accounts, tracked via LeadSquared
- Drove 25-30% revenue growth and 23-28% occupancy improvement across partner properties through targeted account strategies
- Conducted market and competitor analysis across 9+ cities, identifying 19+ new business opportunities
- Partnered with cross-functional teams via Gmail to resolve 25+ client issues per month, improving resolution time by 23%
- Improved client retention rate to 88% through regular business reviews and performance evaluations with 50+ key accounts, logged and tracked in LeadSquared CRM
- Maintained MIS reporting and dashboards in Excel/Google Sheets, tracking 100+ accounts to support leadership decisions across a 60+ property portfolio
- Achieved 100-110% of monthly supply targets over 6 consecutive months, supporting expansion into 3 new locations
- Built and nurtured relationships with 100+ hotel owners and property managers through regular email communication (Gmail) and in-person engagement, contributing to a 20% increase in account engagement
- Negotiated and finalized contracts with 40+ hotel partners, managing correspondence via Gmail and tracking deal status in LeadSquared CRM, reducing onboarding time by 20%
Customer Success Manager (Business Development)
Reliance JIO
Raipur
02.2020 - 03.2022
- Managing customer success and key account management for Reliance Jio's telecommunications and internet/broadband services across the assigned territory, using Microsoft Dynamics 365 (D365) to track 300+ customer accounts
- Driving growth strategies for Jio SIM and internet subscriptions, contributing to a 40%+ increase in new customer acquisitions
- Achieving an 85%+ customer retention rate through proactive account management, regular follow-ups, and relationship building with key accounts
- Providing technical support and troubleshooting for SIM activation and internet connectivity issues, resolving 40+ customer queries weekly and improving first-call resolution by 25%
- Collaborating with the Enterprise team to onboard MSME clients for Jio's telecom and internet services, growing portfolio reach by 31% within the assigned territory
- Conducting market research and competitor analysis to identify growth opportunities in the telecommunications sector, generating 10+ qualified leads per month.
- Building and nurturing long-term relationships with 50+ new and existing customers, improving customer satisfaction and account engagement by 20%
- Tracking customer interactions, account performance, and daily reporting using Microsoft Dynamics 365 (D365), Microsoft Office Suite, and Outlook for end-to-end account management
E-Commerce - Customer Success Manager
Indiamart Intermesh Ltd
03.2018 - 01.2020
- Managed end-to-end e-commerce operations for IndiaMart's B2B marketplace, overseeing a portfolio of 300+ trader, manufacturer, OEM, and wholesaler accounts across assigned territory
- Drove customer success and account health by resolving 60+ customer queries and complaints weekly, achieving 90%+ customer satisfaction (CSAT) scores
- Onboarded 30+ new B2B clients per month through cold calling, product demonstrations, and consultative selling, contributing to 25% portfolio growth
- Built and maintained long-term relationships with traders, manufacturers, OEM producers, and wholesalers, improving client retention rate by 30%
- Managed full customer success lifecycle including client onboarding, engagement, issue resolution, and renewal support for B2B e-commerce accounts
- Collaborated with cross-functional teams including Sales, Operations, and Support to ensure seamless client experience and SLA compliance
- Tracked account performance, customer interactions, and pipeline data using IndiaMart Lead Manager CRM and Excel/Google Sheets for data-driven decision making
- Identified upselling and cross-selling opportunities within existing accounts, contributing to 15%+ revenue growth from the managed portfolio
- Conducted regular follow-ups and account reviews with key clients to improve product adoption, account utilization, and overall engagement
- Tracked account performance, customer interactions, and pipeline data using IndiaMart Lead Manager CRM, ERP system, and Excel/Google Sheets for end-to-end data management and daily operational activities
- Achieved consistent monthly targets for new client acquisition and account retention, maintaining 95%+ SLA compliance across all managed accounts
Customer Success and Service Delivery Manager
UDAAN (Hiveloop Technologies)
Raipur
01.2017 - 01.2018
- Spearheaded lead generation efforts across FMCG, Staples, and Pharma categories on Udaan's eB2B platform, generating 50+ qualified leads monthly through cold calling, email outreach, and multi-channel acquisition strategies — contributing to 20%+ growth in new business
- Owned end-to-end Customer Success lifecycle for 100+ B2B retail and supplier accounts, driving onboarding, engagement, adoption, and retention with a consistent 90%+ client retention rate across the assigned territory
- Cultivated and deepened strategic relationships with retailers, suppliers, and national/regional brand partners, resulting in 25%+ portfolio growth through upselling, cross-selling, and proactive account expansion
- Consistently achieved 100-110% of monthly sales targets by leveraging consultative selling techniques, account health monitoring, and timely stakeholder engagement
- Identified and onboarded 15+ previously untapped retail outlets per quarter onto the Udaan platform, directly expanding market penetration and strengthening last-mile supply chain reach
- Streamlined cross-functional coordination across Supply Chain, Logistics, Operations, and Customer Support teams, ensuring 95%+ SLA compliance and seamless end-to-end service delivery
- Reduced client escalations by 25% and improved CSAT scores through proactive issue resolution, regular account reviews, and structured follow-up workflows
- Leveraged CRM tools, Excel dashboards, and performance analytics to track account health, monitor KPIs, and drive data-backed territory planning and business decisions
- Managed end-to-end remote client communication through virtual meetings, CRM workflows, and email correspondence, ensuring high engagement and satisfaction across multiple regions and time zones.
Education
Bachelor of Commerce -
PT. Ravi Shankar University
04.2018
Skills
Consultative Selling Negotiation Conflict Resolution Strategic Thinking Cross-functional Collaboration Data-Driven Decision Making Territory Planning Problem Solving
,Soft Skills
,Remote Account Management Virtual Stakeholder Management Cross-Cultural Communication Multi-Timezone Coordination Async Communication Remote CRM Workflows
,Remote & International Work
,E-commerce Operations Marketplace Management Seller Success Merchant Support Platform Support SaaS Customer Success Software Implementation User Training API Integration Support Technical Support
,E-Commerce & Platform Operations
,Business Development Revenue Growth Upselling Cross-Selling Client Onboarding Pipeline Management Lead Generation B2B Sales SaaS Account Management Account Expansion Product Adoption
,Revenue & Business Growth
,Client Relationship Management Customer Retention Client Retention Stakeholder Management Customer Engagement B2B & B2C Relationship Management
,Client Relationship & Retention
,Key Account Management Customer Success Management Customer Lifecycle Management Portfolio Management Strategic Account Planning QBR (Quarterly Business Reviews) Account Growth Customer Health Monitoring Renewal Management Churn Prevention Customer Advocacy NPS Management CSAT Management
,Account & Customer Success Management
,Zendesk Intercom Ticket Management SLA Management Issue Resolution Complaint Resolution Escalation Management Root Cause Analysis Process Improvement Service Delivery Quality Assurance Operations Management
,Customer Support & Operations
,Gmail Google Workspace Outlook Slack Microsoft Teams Zoom
,Collaboration & Communication Tools
,Advanced Excel Google Sheets Microsoft Office 365 MIS Reporting Dashboard Reporting Data Analysis KPI Tracking Performance Metrics
,Data & Reporting
,Salesforce CRM LeadSquared CRM HubSpot CRM Zoho CRM Freshworks CRM Microsoft Dynamics 365 (D365) IndiaMart Lead Manager ERP System CRM Administration CRM Reporting Pipeline Management Lead Management Opportunity Management
,CRM & Technical Tools
Accomplishments
Managed and retained a portfolio of 250+ B2B and B2C client accounts, achieving 95%+ customer retention rate through proactive relationship management.
• Consistently achieved 100–110% of assigned business targets through customer engagement, account growth, and strategic client management initiatives.
• Reduced customer escalations by 20%+ through process improvements, proactive communication, and timely issue resolution.
• Improved customer satisfaction, maintaining 90%+ CSAT scores through effective account management and customer success practices.
• Successfully onboarded and managed 100+ new client accounts annually, ensuring seamless adoption and long-term engagement.
• Increased customer participation and engagement by 25%+ through targeted outreach programs, business reviews, and client engagement initiatives.
• Delivered data-driven insights through MIS reporting, CRM analytics, and performance dashboards, enabling informed business decisions and operational improvements.
• Collaborated with cross-functional teams to improve service delivery, resulting in faster issue resolution and enhanced customer experience.
• Built and maintained long-term relationships with enterprise clients, builders, brokers, and channel partners across multiple territories.
• Leveraged Salesforce CRM, Microsoft Dynamics 365, and LeadSquared CRM to improve account visibility, customer tracking, and operational efficiency.
Languages
6,5
Languages
English
Hindi
KEY ACHIEVEMENTS
- High Customer Retention: Achieved 95% customer retention rate through proactive relationship management and strategic support.
- Portfolio Expansion Success: Increased portfolio growth by 40% by onboarding new hotel partners at OYO.
- Sales Performance Boost: Improved sales performance by 60% within one year at Reliance JIO.
- Efficiency Improvement: Reduced client onboarding time by 50% through streamlined operations at IndiaMART.
Timeline
Account Manager
Housing.com (REA India)
07.2024 - Current
Key Account Manager - Business Development
OYO Hotels and Rooms Pvt. Ltd
03.2022 - 06.2024
Customer Success Manager (Business Development)
Reliance JIO
02.2020 - 03.2022
E-Commerce - Customer Success Manager
Indiamart Intermesh Ltd
03.2018 - 01.2020
Customer Success and Service Delivery Manager
UDAAN (Hiveloop Technologies)
01.2017 - 01.2018
Bachelor of Commerce -
PT. Ravi Shankar University