Umang Yadav
Bengaluru
Summary
Customer Success Manager with 9 years of experience managing multimillion-dollar portfolios and achieving high client satisfaction. Expertise in retention strategies, customer engagement, and identifying growth opportunities. Skilled in client lifecycle management and aligning solutions with business objectives to drive measurable results. Proven ability to build strong relationships and foster partnerships that contribute to overall business success.
Overview
8
8
years of professional experience
Work History
Senior Customer Success Manager
Project44
Bangalore
08.2023 - Current
- Managed $10M commercial portfolio, achieving 90% quarterly retention and generating $1M in upsell revenue for FY24-25, surpassing ARR by 42%.
- Developed product adoption roadmaps and customer save plans to maximize ROI and improve product utilization.
- Led EBRs/QBRs with full compliance, aligning solutions with customer objectives.
- Conducted regular customer syncs to monitor KPIs and optimize use case implementations.
Divisional Manager, Customer Success - Tier 2
MyGate
Bangalore
05.2022 - 07.2023
- Managed over 600 accounts valued at $1 billion ARR, achieving 95% retention and driving 30% upsell growth annually.
- Streamlined operations to reduce churn by 15% and enhance customer satisfaction by 20%.
- Led a team of 25, boosting productivity by 25% through focused training initiatives.
- Drove cost efficiencies that resulted in a 10% increase in net margins and secured over 50 new accounts.
Program Manager - Business Enablement
MyGate
Bangalore
11.2021 - 04.2022
- Spearheaded high-impact projects that increased revenue and streamlined reconciliation processes.
- Cleared over INR 1 crore in bad debts during FY21-22, minimizing financial risk.
- Contributed to P&L management strategy, realizing annual savings of approximately INR 62,56,800 through cost optimization.
- Aligned business strategies with revenue growth and cost efficiency to demonstrate operational excellence.
Manager - Customer Success
MyGate
Indore
05.2021 - 10.2021
- Achieved 95% onboarding completion within 30 days by leveraging data analytics to track metrics.
- Improved product adoption by 20% and reduced time-to-value by 25% within 6 months.
- Enhanced customer sentiment, increasing positive feedback by 15% and addressing key pain points.
Associate Manager - Customer Success
MyGate
Indore
12.2020 - 04.2021
- Led the Customer Success team for the Central India market, managing a portfolio of 300+ accounts and driving a 90% retention rate.
- Achieved a 95% onboarding success rate by providing comprehensive training and support during onboarding.
- Improved customer satisfaction by 20% through proactive support and regular check-ins.
- Reduced churn by 15%, fostering long-term loyalty and trust.
Client Account Manager
MyGate
Raipur
12.2019 - 11.2020
- Built and maintained strong client relationships, driving 10% upsell opportunities through consultative account management.
- Managed key accounts and created customized plans aligned with client goals, enhancing client satisfaction.
- Used data analytics to identify optimization opportunities, resulting in a 25% improvement in operational efficiency for clients.
- Collaborated with internal teams to ensure client needs were met with tailored solutions.
Assistant Sales Manager
BigMint
Raipur
04.2019 - 11.2019
- Achieved 110% of sales targets by generating leads and closing 30+ high-value deals within six months.
- Prepared customized quotations, increasing proposal win rates by 20%.
- Established strong relationships with partners and customers, driving a 15% increase in repeat business.
- Provided technical sales support to align customer needs with product offerings.
Assistant Operations Manager
Kotak Mahindra Bank
Raipur
04.2018 - 03.2019
- Delivered excellent customer service, maintaining a 95% customer satisfaction score in bank audits.
- Handled transactions worth over ₹5 crore monthly, ensuring 100% accuracy in cash handling and compliance.
- Promoted cross-sell opportunities, driving a 20% growth in product adoption among customers.
- Ensured 100% compliance with all bank policies and regulatory procedures.
Customer Service Executive
Nykaa
Mumbai
02.2017 - 03.2018
- Resolved 95% of customer issues within SLA, maintaining a high standard of service.
- Shared product knowledge, contributing to a 10% increase in product adoption.
Education
MBA - Business Administration and Management
University of Mysore
Bengaluru, India01.2016
Bachelor of Technology (B.Tech) - Computer Science Engineering
Government Engineering College
Raipur, India01.2014
Skills
- Salesforce and Zoho expertise
- Account management
- Upselling and retention strategies
- Stakeholder engagement
- Google Suite and Microsoft 365 proficiency
- Data analytics and visualization
- Project management tools
- Collaboration platforms
- API integration and automation
- Knowledge management systems
- Customer relationship management
Accomplishments
- $1M in upsell revenue, surpassing ARR by 42% in FY 24-25 at Project 44
- Led over 600 accounts worth $1 billion in ARR at MyGate, maintaining a 95% retention rate, and achieving a 30% year-over-year upsell growth
- Managed a 25-member team, improving productivity by 25% through structured enablement, and coaching
- Delivered approximately INR 62L in annual cost savings at MyGate through P&L-aligned business enablement initiatives
- Achieved 95% onboarding completion within 30 days, and boosted product adoption by 20%, reducing time-to-value by 25%
Affiliations
Recognized as 'Top Performer' for achieving 42% revenue growth at Project44 in FY 24-25
Led a team of 25 professionals in driving customer success and operational efficiency at MyGate
Mentored five early-career professionals in customer success strategies through a formal mentorship program
Authored articles on employee wellness, focusing on strategies for improving workplace well-being, and fostering a healthy work-life balance
Work Preference
Work Type
Full TimeContract WorkWork Location
RemoteHybridImportant To Me
Work-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionCareer advancementPaid time offTeam Building / Company Retreats401k matchStock Options / Equity / Profit SharingPaid sick leave4-day work weekWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Senior Customer Success Manager
Project44
08.2023 - Current
Divisional Manager, Customer Success - Tier 2
MyGate
05.2022 - 07.2023
Program Manager - Business Enablement
MyGate
11.2021 - 04.2022
Manager - Customer Success
MyGate
05.2021 - 10.2021
Associate Manager - Customer Success
MyGate
12.2020 - 04.2021
Client Account Manager
MyGate
12.2019 - 11.2020
Assistant Sales Manager
BigMint
04.2019 - 11.2019
Assistant Operations Manager
Kotak Mahindra Bank
04.2018 - 03.2019
Customer Service Executive
Nykaa
02.2017 - 03.2018
MBA - Business Administration and Management
University of Mysore
Bachelor of Technology (B.Tech) - Computer Science Engineering
Government Engineering College
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