Tanvi Khedekar
Summary
Results-driven Customer Success professional with 4+ years of experience enhancing value for enterprise clients through SaaS and MarTech platforms. Expertise in client relationship management, customer engagement, and lifecycle marketing. Proven ability to navigate complex stakeholder environments and collaborate with internal teams to address challenges, drive adoption and foster long-term account growth.
Overview
1
1
Certification
4
4
years of professional experience
Work History
Senior Executive, Customer Success Manager
Netcore Cloud
Mumbai
04.2025 - Current
- Managed 13 enterprise accounts representing ~$600K ARR across APAC and EMEA, serving as the primary point of contact for C-suite and VP-level stakeholders across e-commerce, retail, and fintech.
- Drive customer adoption, retention, and expansion through strategic account planning, QBRs, MBRs, and data-driven recommendations aligned to client business objectives.
- Maintained 90% portfolio retention by monitoring customer health, identifying adoption gaps, proactively mitigating churn risk, and connecting platform capabilities to measurable business outcomes.
- Closed ~$85K in expansion ARR by identifying and converting opportunities to expand platform adoption across existing client accounts, including new channels, products, and use cases.
- Partnered cross-functionally with Sales, Product, Marketing, and internal delivery teams to address client requirements, resolve escalations, and identify opportunities for account growth.
- Built Looker dashboards and automated reporting workflows combining campaign, email, and Google Analytics data, reducing manual reporting effort by 5 hours per week and enabling faster performance analysis.
- Created client-facing product release communications using AI, translating new features into customer-focused use cases to increase product awareness and support feature adoption.
- Identified and developed 7 client success stories by partnering with customers to capture measurable outcomes and strengthening customer advocacy.
Executive, Customer Success Manager
Netcore Cloud
Mumbai
09.2023 - 03.2025
- Developed campaign and journey strategies across channels, advising clients on segmentation, personalisation, engagement cadence, and lifecycle marketing, contributing to a 20% improvement in engagement metrics.
- Built strong product expertise across Netcore's customer engagement platform, identifying adoption gaps and recommending relevant capabilities based on evolving client requirements.
- Successfully transitioned an at-risk client from churn risk to customer advocate by addressing adoption challenges, rebuilding stakeholder confidence, and strengthening the overall client relationship.
Customer Success Lead
peopleHum
Mumbai
03.2023 - 09.2023
- Owned 10+ platinum accounts with full responsibility for retention, expansion, and executive relationship management.
- Analyzed churn and satisfaction data to proactively identify at-risk accounts and develop targeted retention plans.
- Created customer success webinars that increased product utilization by 10%.
- Collaborated with Engineering and Product to identify client requirements and shape roadmap prioritization.
Customer Success Associate
peopleHum
Mumbai
02.2022 - 02.2023
- Led client onboarding and engagement processes, leveraging data-driven insights to optimise user adoption and enhance retention for peopleHum's HR SaaS platform.
- Managed 30+ client accounts across partner and mid-market segments, ensuring tailored support and relationship development.
- Developed structured FAQ knowledge base and self-service resources, reducing inbound inquiries and enabling focus on strategic account initiatives.
Education
MBA - Marketing
PTVA's Institute of Management
Mumbai12-2022
Bachelor of Management Studies - Marketing
Sathaye College
Mumbai12-2019
Skills
- Enterprise Account Management
- Account Growth & Expansion
- Customer retention
- Churn prevention
- Customer Lifecycle Strategy
- Customer engagement
- Client Relationship Management
- Strategic Client Consulting
- Executive Stakeholder Management
- Cross-Functional Collaboration
- Data-Driven Client Insights
- Product collaboration
- SaaS platforms
- Looker & Google Analytics
- Customer Advocacy
- Lovable and VS Code
Accomplishments
- Earned four recognitions at Netcore, including two company-wide awards in one financial year - Star Performer Q2 FY24–25 and Cross-Functional Delight Q1 FY24–25 - along with the Problem Solver Award at the Revenue Sales Conference 2025 and a CEO Wow Card for automating a Google Analytics-to-Sheets reporting pipeline, eliminating ~5 hours/week of manual data retrieval.
- Lifted email open rates by 25% and click-through rates by 15% for EMEA enterprise clients by redesigning the segmentation strategy, refining engagement cadence and launching a primary-inbox placement initiative to improve deliverability.
- Built and launched an internal customer use case hub using AI-assisted workflows, enabling Sales, Marketing, Professional Services, and Customer Success teams to independently access CSM-contributed success stories and use cases, reducing reliance on ad hoc requests to CSMs for sales pitches and client-facing reference material.
Certification
- PMI Project Management
- Data Visualization with Power BI
- Google Analytics Certification
- AI Operator Program Certification
Timeline
Senior Executive, Customer Success Manager
Netcore Cloud
04.2025 - Current
Executive, Customer Success Manager
Netcore Cloud
09.2023 - 03.2025
Customer Success Lead
peopleHum
03.2023 - 09.2023
Customer Success Associate
peopleHum
02.2022 - 02.2023
MBA - Marketing
PTVA's Institute of Management
Bachelor of Management Studies - Marketing
Sathaye College