Tirtha Kumar
SENIOR CX ACCOUNT MANAGEMENT
Mumbai
Summary
Senior Customer Success & Enterprise Account Management Leader with 9+ years of experience driving high-value growth across BFSI, Fintech, NBFC , Automobile and Real Estate sectors. Proven track record in managing complex enterprise portfolios and orchestrating CX transformations within SaaS and CPaaS environments. Strategic expert in mitigating churn, leading high-impact QBRs, and leveraging technical API integrations to scale revenue expansion and long-term customer retention.
Overview
9
9
years of professional experience
Work History
Senior Customer Success Manager – Enterprise GTM
Truecaller
09.2025 - Current
- Own enterprise growth and customer success strategy for West region accounts focused on verified identity and business communication solutions.
- Manage high-value MRR portfolio with responsibility for retention, expansion, customer adoption, and executive stakeholder engagement.
- Drive API and webhook integrations across CRM, dialers, automation platforms, and contact center ecosystems.
- Lead Quarterly Business Reviews (QBRs) focused on ROI realization, product adoption, customer health metrics, and revenue growth opportunities.
- Partner with Product and Engineering teams to influence roadmap enhancements based on enterprise customer feedback.
- Mitigate churn risks through structured governance frameworks and proactive customer success strategies.
Senior Executive – Key Account Management
Gupshup Technology
06.2019 - 09.2024
- Managed strategic enterprise accounts across Banking, Insurance, Ecommerce, Healthcare, and Media sectors.
- Led implementation and adoption of CPaaS solutions including SMS, Voice, WhatsApp Business API, RCS, Chatbots, and CX products.
- Handled key BFSI clients including Kotak Mahindra Bank, HDFC Bank, ICICI Bank, IndusInd Bank, SBI Life, SBI General, and BillDesk.
- Consulted enterprise customers on solution architecture, deployment strategy, and customer experience transformation initiatives.
- Conducted QBRs and governance reviews to track campaign performance, adoption metrics, and business KPIs.
- Collaborated with Product, Engineering, Finance, Legal, and Operations teams to ensure successful customer delivery.
- Achieved 50%+ revenue growth across strategic accounts through expansion and digital engagement initiatives.
Senior Executive – Key Account Management
Manipal Technologies
08.2017 - 04.2019
- Managed enterprise accounts across Banking, Retail, Hospitality, Airlines, and Media sectors.
- Owned end-to-end business lifecycle including lead generation, solution consulting, contract negotiations, and account management.
- Worked closely with presales and operations teams to ensure seamless onboarding and successful project delivery.
- Developed strategic account plans focused on revenue growth, customer retention, and relationship management.
- Contributed to 100% revenue growth across key enterprise accounts.
Education
Bachelor of Technology (B.Tech) - Information Science
Mangalore Institute of Technology & Engineering
Mangalore01-2017
Higher Secondary Education (Class XII) - undefined
Bhavans College
Mumbai01-2013
Secondary Education (Class X) - undefined
The Indian High School
Dubai01-2011
Skills
- Customer Success Management
- Enterprise Account Management
- Strategic Account Growth
- Revenue Expansion & Upselling
- Executive Stakeholder Management
- Customer Retention & Churn Mitigation
- API & Webhook Integrations
- CPaaS & SaaS Platforms
- WhatsApp Business API
- RCS & Conversational Messaging
TOOLS & TECHNOLOGIES
- CRM Platforms
- WhatsApp Business API
- CPaaS Platforms
- SaaS Solutions
- Customer Engagement Platforms
- API Integrations
- Webhooks
- QBR Reporting
- Customer Success Analytics
- Enterprise Communication Platforms
Timeline
Senior Customer Success Manager – Enterprise GTM
Truecaller
09.2025 - Current
Senior Executive – Key Account Management
Gupshup Technology
06.2019 - 09.2024
Senior Executive – Key Account Management
Manipal Technologies
08.2017 - 04.2019
Higher Secondary Education (Class XII) - undefined
Bhavans College
Secondary Education (Class X) - undefined
The Indian High School
Bachelor of Technology (B.Tech) - Information Science
Mangalore Institute of Technology & Engineering