Vinay Kumar Pandey
Pune,MH
Summary
Dynamic and results-oriented Senior Customer Success Manager with 8 years of proven success in maximizing customer satisfaction, driving product adoption, and delivering revenue growth for leading SaaS and technology companies. Skilled at developing and executing customer success strategies that strengthen relationships, reduce churn, and unlock expansion opportunities. Adept at collaborating cross-functionally with product, sales, and support teams to align solutions with client business objectives. Passionate about empowering customers to achieve value while promoting loyalty and advocacy.
Overview
8
8
years of professional experience
12
12
Certification
Work History
Lead Customer Success Manager
Squareyards Consulting Private Limited
02.2024 - Current
- Led a portfolio of 30+ enterprise accounts, achieving a 95% customer retention rate and contributing to a 30% YoY increase in upsell revenue.
- Increased product adoption rates by 40% through tailored onboarding programs and continuous customer education initiatives.
- Reduced churn by 25% by implementing proactive success plans and conducting regular business reviews (QBRs) focused on customer outcomes.
- Collaborated with product, sales, and support teams to address customer feedback, resulting in a 15-point increase in NPS (Net Promoter Score) within 12 months.
- Built and mentored a team of 5 Customer Success Associates, improving team efficiency and driving consistent customer engagement practices.
Senior Customer Success Manager
Bytexus Software Solutions Pvt. Ltd.
05.2019 - 02.2024
- Manage a strategic portfolio of 20+ high-value enterprise customers, maintaining a 95% retention rate through proactive engagement, value-focused success plans, and executive-level relationship building.
- Increased product adoption rates by 40%, designing customized onboarding experiences and user training sessions that accelerated time-to-value and deepened platform usage.
Implemented a customer health scoring model using Gainsight, resulting in a 25% reduction in churn and enabling earlier intervention with at-risk accounts.
Conduct quarterly business reviews (QBRs) with C-level executives to align on goals, showcase ROI, and discuss roadmap alignment, contributing to a 15-point increase in Net Promoter Score (NPS). - Identified and executed revenue expansion strategies, achieving 30% year-over-year growth in upsell and cross-sell opportunities.
- Serve as a customer advocate in product planning meetings, influencing feature development based on customer feedback and usage insights.
- Lead and mentor a team of 5 Customer Success Associates, standardizing success processes and developing scalable playbooks that enhanced overall team effectiveness.
Customer Success Manager
Datacapten Technologies Pvt Ltd
10.2017 - 02.2019
- Oversaw 15 mid-market and enterprise accounts, supporting customers throughout the full lifecycle to achieve business outcomes and maximize value.
- Developed tailored success plans that aligned platform capabilities with client objectives, driving a 20% increase in customer satisfaction scores (CSAT) and significantly improving renewal outcomes.
- Partnered with data analytics teams to identify expansion opportunities, contributing to an additional $2 million in incremental annual revenue through targeted upsell and cross-sell initiatives.
- Led cross-functional initiatives with marketing and support to create adoption campaigns, which reduced support ticket volume by 35% and improved overall product stickiness.
- Recognized as a “Customer Champion” for successfully turning around several at-risk accounts and converting them into reference customers.
Education
Master of Computer Applications - Computer Management
Sinhgad Institute of Business Administration And R
Pune04-2014
Bachelor Of Commerce - Commerce
Lucknow University
Lucknow, India04-2011
Skills
- Customer journey optimization
- Onboarding strategy development
- Customer retention strategy
- Sales enhancement techniques
- Client relationship management
- Customer feedback programs
- Customer retention strategies
- Market expansion efforts
- NPS analysis and improvement
- Effective team management
- Customer onboarding processes
- CRM software
- Training and mentoring
- Revenue growth
- Staff mentoring & leadership
- Training programs
- Strategic communications
- Negotiation
- Pipeline development
- Business development
- Report analysis
- Team building
- Negotiation and conflict resolution
- Problem resolution
- Work Planning and Prioritization
- Team leadership
- Decision-making
- Problem-solving
- Excellent communication
- Performance reviewing
- Business planning
Accomplishments
- Achieved 95%+ customer retention rate, surpassing industry benchmarks and reducing churn by 20% year-over-year through proactive engagement and value-driven strategies.
- Increased Net Promoter Score (NPS) by 18 points within one year by launching a Voice of Customer program and implementing feedback-driven product improvements.
- Drove $5M+ in expansion revenue by identifying upsell and cross-sell opportunities, aligning customer roadmaps with new solutions.
- Successfully onboarded 100+ enterprise clients, reducing time-to-value (TTV) by 30% through streamlined onboarding workflows and adoption playbooks.
- Led and developed a high-performing team of 12+ Customer Success Managers, resulting in 100% achievement of quarterly KPIs and improved employee satisfaction.
- Implemented a customer health scoring framework, enabling early identification of at-risk accounts and reducing escalation incidents by 25%.
- Conducted executive business reviews (EBRs) with C-level stakeholders, strengthening partnerships and securing multi-year renewals totaling $10M+.
- Improved product adoption rates by 40% through customized training programs and ongoing value realization workshops.
- Reduced average support ticket resolution time by 35% by collaborating with product and support teams to optimize workflows and enhance self-service resources.
- Recognized internally with the "Customer Champion Award" for excellence in customer advocacy and strategic relationship management.
Affiliations
- - Member, Customer Success Association - Community Contributor, Gainsight Pulse - Mentor, Customer Success Network - Member, SaaStr Community
Certification
- ISTQB- CTFL (Certified tester Foundation Level) certified Date: 30/11/2020, ISTQB Score: 35 (out of 40 possible questions).
- PSM1 (Certified tester Foundation Level) certified Date: 11/01/2022, PSM1 Score: 78 (out of 80 possible questions).
- Diploma in Software Testing from Seed InfoTech PvtLltd, Pune.
- Completed Certificate in Jmeter – Performance Testing from Udemy.
- Completed Certificate in QA Testing + JIRA + Agile from Udemy.
Additional Information
- Languages: Fluent in English and Hindi.
- Technical Skills: Proficient in Salesforce, Gainsight, HubSpot, Zendesk, Tableau, and Microsoft Power BI.
- Speaking Engagements: Featured speaker at Gainsight Pulse Conference 2023 on "Building Scalable Customer Health Programs."
- Volunteer Work: Mentor at Customer Success Network, helping early-career professionals grow in customer success roles.
- Awards: Recipient of the "Customer Champion Award" for outstanding client advocacy and retention results.
- Interests: Passionate about design thinking, data analytics in customer success, and traveling to explore global customer experience trends.
Languages
English
Upper intermediate (B2)
Hindi
Advanced (C1)
Marathi
Beginner (A1)
Work Preference
Work Type
Full TimeContract WorkGig WorkWork Location
RemoteOn-SiteHybridImportant To Me
Work-life balanceCompany CultureFlexible work hoursPaid time offWork from home optionHealthcare benefitsPersonal development programsCareer advancementTeam Building / Company RetreatsPaid sick leave401k matchStock Options / Equity / Profit SharingWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Each small task of everyday life is part of the total harmony of the universe.
Saint Thérèse de Lisieux
Timeline
Lead Customer Success Manager
Squareyards Consulting Private Limited
02.2024 - Current
Senior Customer Success Manager
Bytexus Software Solutions Pvt. Ltd.
05.2019 - 02.2024
Customer Success Manager
Datacapten Technologies Pvt Ltd
10.2017 - 02.2019
Master of Computer Applications - Computer Management
Sinhgad Institute of Business Administration And R
Bachelor Of Commerce - Commerce
Lucknow University
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