Shubam Raina
Pune
Summary
Dynamic Customer Success leader with proven track record at Scalefusion, achieving 12-point NPS increase and scaling retention to 87%. Expert in customer lifecycle management and cross-functional collaboration, excelling in strategic account planning and stakeholder engagement, delivering substantial ARR growth through innovative upsell strategies.
Overview
7
7
years of professional experience
Work History
Lead, Customer Success (North America)
Scalefusion
02.2024 - Current
- Led a North America-facing team of three CSMs; increased team performance and NPS by 12 points.
- Scaled customer retention from 66% to 87% in 14 months, and drove $2.1M ARR via an upsell-focused renewal strategy.
- Partnered with Sales, Product, and Marketing to design and execute lifecycle campaigns, reducing time-to-value by 30%.
- Enabled strategic account planning and forecasting using Salesforce; built reporting dashboards for pipeline health and churn prediction.
Customer Success Manager
SMS Magic
07.2022 - 02.2024
- Managed 211 SMB/MM customers, with a focus on subscription renewals, expansion, and adoption.
- Achieved a 97.3% retention rate and converted 21% of customers into multi-year contracts, driving $751K ARR.
- Led successful playbooks across product lines, aligning with marketing and support teams to improve engagement and cross-sell velocity.
Enterprise Account Manager
MyNextHire
12.2021 - 07.2022
- Owned strategic relationships across 11 enterprise accounts (1K+ seats); maintained 100% retention, and delivered $325K ARR.
- Orchestrated cross-functional alignment with Engineering and Customer Support, increasing feature adoption by 25%.
Account Manager, Inside Sales (USA)
CrelioHealth
07.2020 - 10.2021
- Managed 73 mid-market U.S. accounts; achieved $365K in ARR, shortening onboarding by 25% through tailored enablement.
- Collaborated with operations to reduce lab turnaround time by 20%, increasing customer satisfaction and renewals.
Customer Success Associate
Advids
01.2018 - 01.2020
- Oversaw 237 global accounts; delivered $240K ARR through proactive upsells and renewals.
- Trained new CSMs and built scalable success documentation; improved support resolution by 35%.
Education
Bachelor of Technology - Civil Engineering
DY PATIL
PUNE06-2018
Skills
- Customer lifecycle management
- Team coaching and enablement
- Sales forecasting and pipeline hygiene
- Stakeholder and C-suite engagement
- Digital sales process optimization
- Salesforce
- HubSpot
- JIRA
- Google Workspace
- Customer relationship management
- Customer retention strategies
- Cross-functional collaboration
- Customer engagement
- Client onboarding
- Strategic account planning
Timeline
Lead, Customer Success (North America)
Scalefusion
02.2024 - Current
Customer Success Manager
SMS Magic
07.2022 - 02.2024
Enterprise Account Manager
MyNextHire
12.2021 - 07.2022
Account Manager, Inside Sales (USA)
CrelioHealth
07.2020 - 10.2021
Customer Success Associate
Advids
01.2018 - 01.2020
Bachelor of Technology - Civil Engineering
DY PATIL
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