Sutosom Guha
Kolkata
Summary
Techno functional Customer Success and Implementation professional with 6 years of cumulative experience in handling B2B enterprises & mid-market clients in the SaaS industry. Bringing background in strategic thinking and problem-solving, I excel in understanding client needs and delivering tailored solutions. With strong communication skills, I build lasting relationships and ensure clear, effective collaboration. My adaptability and proactive approach enable me to navigate complex projects and drive successful outcomes.
Overview
6
6
years of professional experience
Work History
Implementation Consultant
Darwinbox
03.2025 - Current
- Implemented Darwinbox HRMS solution for enterprise clients like McDonald's, Greenko Group, Emergys.
- Delivered projects bringing in implementation revenue of 250K$ for the company in a financial year.
- Became a product champion to deliver efficient solutions to clients as per their business use cases.
- Analysed business processes to identify inefficiencies, recommending technology solutions that streamlined operations.
- Developed and maintained strong client relationships through regular communication and outstanding service.
- Coordinated with software developers to debug applications and perform updates, enhancing system reliability.
Customer Success Specialist
Darwinbox
Hyderabad
06.2023 - 02.2025
- Led a portfolio of 15 strategic accounts, fostering relationships and successfully upselling services contributing to a 17% increase in annual contract value.
- Pioneered a customer engagement strategy that boosted product adoption rates by 35% through tailored webinars and training sessions.
- Implemented data-driven success plans, resulting in a 88% customer retention rate and a 15% reduction in churn within my account portfolio.
- Built and maintained strong, trusted relationships with important stakeholders across a portfolio of diverse accounts that increased net promoter score (NPS) by 30 points.
- Spearheaded a cross-departmental team to address key customer issues, reducing resolution time by 40% and enhancing overall customer satisfaction scores.
- Negotiated and closed multi-year renewal agreements with key accounts, achieving 150% of the targeted renewal rate.
- Acted as an advocate for customer needs within the company, influencing product development and contributing to a 25% increase in feature adoptions.
Customer Success Manager
Superset
Bengaluru
02.2022 - 05.2023
- Orchestrated the onboarding of new enterprise-level customers, reducing time-to-value by 50% compared to the previous year.
- Led quarterly business reviews with C-level executives across multiple key accounts, influencing the decision-making process and alignment of our services with their strategic goals.
- Collaborated with product teams by providing constructive customer feedback which led to the development and adoption of three new product features.
Client Account Manager
MyGate
Kolkata
02.2020 - 11.2021
- Developed a segmentation strategy that tailored service delivery to customer needs, improving engagement for low-touch accounts by 25%.
- Created comprehensive client success plans that led to a 8% YOY growth in account revenue.
- Coordinated and led cross-functional teams to deliver complex implementations within timelines, achieving a 100% project success rate.
Education
PGD - Corporate Communication
AIMC
Delhi05.2019
Skills
- Jira
- Microsoft Office
- Asana
- Confluence
- Hubspot
- ATS Tools
- HRMS
Languages
English
Hindi
Bengali
Accomplishments
- Developed and executed a streamlined onboarding process at Superset, cutting onboarding time in half.
- Leveraged customer feedback at Superset to contribute to the development of three customer-requested features.
- Led strategies that achieved a customer retention rate of 88% and significantly reduced churn at Darwinbox.
Timeline
Implementation Consultant
Darwinbox
03.2025 - Current
Customer Success Specialist
Darwinbox
06.2023 - 02.2025
Customer Success Manager
Superset
02.2022 - 05.2023
Client Account Manager
MyGate
02.2020 - 11.2021
PGD - Corporate Communication
AIMC