Vipasha Kanwar
Customer Success Manager
New Delhi,DL
Summary
Customer Success and Growth professional with 9+ years of experience across SaaS and tech-enabled businesses. Proven in driving product adoption, account expansion, and retention through data-driven insights and consultative engagement. Strong at cross-functional collaboration, process optimization, and delivering measurable customer and revenue outcomes.
Overview
11
11
years of professional experience
1
1
Languages
Work History
Customer Success Manager
Elaveo
10.2024 - Current
- Owned the end-to-end customer success lifecycle across onboarding, adoption, renewals, and retention.
- Drove product adoption by guiding clients through platform features and value realization.
- Managed renewals and worked on retention strategies to reduce churn, and increase account longevity.
- Served as the primary point of contact for clients, ensuring consistent customer experience, and timely issue resolution.
- Partnered with the management to align customer feedback with roadmap priorities.
- Tracked customer health, usage patterns, and engagement to proactively address risks.
- Collected and translated customer insights into actionable inputs for product and process improvements.
Senior Client Success Analyst
Rayden Interactive
07.2023 - 03.2024
- - Drove product adoption and value realization by identifying and executing upselling opportunities.
- - Conducted impactful business reviews with client stakeholders to uncover strategic growth opportunities.
- - Delivered consultative support using technical product knowledge to improve client workflows and experience.
- - Utilized CRM tools (Okta, Salesforce) to document interactions, track opportunities, and ensure alignment.
- - Managed client escalations and retention initiatives through structured planning and timely issue resolution.
- - Exceeded revenue and upsell targets while maintaining top client satisfaction ratings.
Client Success Analyst
Better Mortgage
11.2021 - 06.2023
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Optimized operational efficiency by redesigning workflow processes.
- Streamlined reporting processes, significantly reducing time required to generate insights.
- Generated reports detailing findings and recommendations.
- Conducted regular reviews of operations and identified areas for improvement.
- Evaluated customer needs and feedback to drive product and service improvements.
Client Success Analyst
British Airways
01.2020 - 10.2021
- - Managed global passenger support during flight changes and COVID disruptions.
- - Sold add-on services and maintained top-tier CSAT through personalized assistance.
- - Earned multiple commendations from customers for exceptional service.
Master Customer Success Professional
American Express
08.2016 - 05.2019
- - Supported digital escalations, app/web issues, and complex financial disputes.
- - Delivered premium service to global customers, awarded 'Superstar Performer' for excellence.
Practitioner – CRM Operations
Concentrix (Amazon & Audible)
08.2014 - 08.2016
- - Managed customer queries, returns, and feedback for Amazon and Audible.
- - Acted as interim team lead, trained peers, and ensured consistent KPI achievement.
Education
Bachelor of Commerce (B.Com) -
Delhi University
01.2014
Skills
End-to-end customer lifecycle management
SaaS product adoption and engagement
Renewals, retention, and churn reduction
Account growth and expansion support
Customer health and usage analysis
Cross-functional collaboration (Sales, Product, Support)
CRM and customer success tools
Stakeholder communication and relationship management
Timeline
Customer Success Manager
Elaveo
10.2024 - Current
Senior Client Success Analyst
Rayden Interactive
07.2023 - 03.2024
Client Success Analyst
Better Mortgage
11.2021 - 06.2023
Client Success Analyst
British Airways
01.2020 - 10.2021
Master Customer Success Professional
American Express
08.2016 - 05.2019
Practitioner – CRM Operations
Concentrix (Amazon & Audible)
08.2014 - 08.2016
Bachelor of Commerce (B.Com) -
Delhi University
Awards & Recognition
- Elaveo – Primary POC for 50+ partners; led end-to-end operations and drove sustained partner growth
- Rayden Interactive – Exceeded upsell targets and earned strong client appreciation
- British Airways – Received multiple customer commendations for service excellence
- American Express – Awarded Superstar Performer for outstanding customer service
- Concentrix (Amazon & Audible) – Recognized as interim Team Lead for consistent KPI delivery