Taffy Gill
Gurgaon
Summary
An out of box thinker with a proven track record as a Customer Success Leader, always driving best possible customer engagement & retention strategies, revenue optimization, superior analytics, business gap improvement & growth strategies for Enterprise businesses. I have managed diverse brands utilizing excellent interpersonal, communication and organizational skills, always putting the customer's needs first.
Overview
9
9
years of professional experience
Work History
General Manager - CS & Growth
WebEngage
Gurgaon
04.2025 - Current
- Driving an Annual Recurring Revenue of $2.5 million for the enterprise client base, ranging across Travel, D2C, and BFSI sector.
- Have consistently maintained a net revenue retention of 110% quarter on quarter.
- Leading a team of Senior Growth Consultants to successfully own up 90% KPI attainment for the acquisition, engagement and retention nuances of our client's user base
- Have been successful in consistently maintaining healthy ROAS ratios for different brands thereby ensuring consistent profitability.
- Maintained 100% QBR coverage & NPS of 8.5 & above in every quarter leading to customer stickiness & advocacy
Engagement Manager - Customer Success
MoEngage
Gurgaon
11.2022 - 03.2024
- Managed an Annual Recurring Revenue of $2 Million for the clients in Delhi NCR & Mumbai
- Led a team of Sr. Customer Success Managers for a diverse client base ranging from E-commerce, BFSI, Telcos, Food & Consumer content
- Maintained a Net Revenue Retention of 115% for my portfolio
- Led strategy building for Customer engagement & retention, Revenue maximisation with cost optimisation, leveraging superior analytics & business gap improvement
- Maintained an excellent rate of 100% QBR coverage & NPS of 8 & above in every quarter for my portfolio, leading to increased product adoption, customer stickiness & advocacy
- Facilitated continous feedback to the key internal stakeholders to further enhance MoEngage's value proposition to it's end users and thereby ensuring full customer delight
Sr. Manager - Customer Success
WebEngage
Gurgaon
11.2019 - 10.2022
- Built 360 degree digital marketing strategy utilizing CRM Marketing automation & cross channel marketing (App, Web, Email, SMS, WhatsApp, Voice, Social Media) for B2B & B2C brands across verticals
- Delivered different objectives for brands over digital space like Lead generation, Customer acquisition, Churn reduction, Win backs, Retention, Renewals, Cross and Up sell catering to end to end Customer life cycle management
- Responsible for Client up selling, Client renewals and increasing the revenue per client
- Effectively managed a team comprising of Customer Success Managers & Executives to ensure customer delight, retention and growth
- Built innovative customer engagement & retention use cases which enabled the client to improve metrics like : customer conversion rate, average order value, customer lifetime value and re-order rates
- Conducted business reviews with Chief level audience to audit their brand's marketing automation performance and suggest potent strategies and approaches for incremental growth
Manager - Customer Success
Netcore
Gurgaon
08.2018 - 10.2019
- Helped brands to understand their customers better and converse effectively by deriving insights from user behavioural data from browser, app, channels (CRM, POS, Call Centre), user profile & channel trends
Manager - Inside Sales
Wigzo
New Delhi
08.2017 - 08.2018
- Responsible for researching client's business to identify scope for improvement and to suggest strategies to boost sales, customer engagement & retention
- Succesfully generated leads, pitched, negotiated and brought clients from the trial stage to the paid plan
- Significantly improved the cross sell and renewal index translating into increased revenue for the organisation
Manager - Customer Success
Betaout
Noida
12.2016 - 08.2017
- Conducted insightful study of the client's business on the basis of which modules like Email marketing, SMS marketing, Web & Mobile Push, On-SIte Marketing were put in effect for holistic targeting
- Conceptualized and executed the client's marketing campaigns, monitored results, conducted SWOT and competitor analysis to calibrate campaign strategies for better conversions, reduced bounce rates and improved brand reach
Executive - Business Development
Shoogloo Digital
Gurgaon
02.2016 - 12.2016
- Managed a comprehensive list of digital marketing activities ranging from Exclusive coupon ecosystem, Website exposures, Social Media Marketing & Email Marketing
- Onboarded significant clients in Middle East, Africa, Australia and New Zealand post conducting extensive online market research
Education
Master of Business Administration - International Business & Marketing
Jagan Institute of Management Studies
New DelhiBachelor of Business Administration -
Fostiima Business School
New DelhiClass 12th - Humanities
DLDAV Model School
New DelhiClass 10th -
Deepayan Vidya Niketan
New DelhiSkills
I have demonstrated extremely good results in the following areas of the Customer Success Ecosystem (Marketing Automation) :
- Nuance building for user & behaviour level data
- Conceptualisation of diverse set of use cases to drive different performance metrics
- Performance optimisation strategies
- Benchmarks & KPIs based approach with remedial measures when required
- Need forecasting to be well prepared to support all the future needs of the customer
Additional Skill Sets :
- Digital Business Consulting
- CRM Ecosystem Management
- Enterprise Account Management
- Customer Relationship Building
- Escalation Management & Resolution
Affiliations
- Photography
- Writing & Reading
- Running & Cycling
- Sightseeing
Timeline
General Manager - CS & Growth
WebEngage
04.2025 - Current
Engagement Manager - Customer Success
MoEngage
11.2022 - 03.2024
Sr. Manager - Customer Success
WebEngage
11.2019 - 10.2022
Manager - Customer Success
Netcore
08.2018 - 10.2019
Manager - Inside Sales
Wigzo
08.2017 - 08.2018
Manager - Customer Success
Betaout
12.2016 - 08.2017
Executive - Business Development
Shoogloo Digital
02.2016 - 12.2016
Master of Business Administration - International Business & Marketing
Jagan Institute of Management Studies
Bachelor of Business Administration -
Fostiima Business School
Class 12th - Humanities
DLDAV Model School
Class 10th -
Deepayan Vidya Niketan
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