Vishal Rana
Customer Success Manager
Pune
Summary
Enterprise Customer Success professional with 6+ years in B2B SaaS. Managing 30+ strategic accounts ($4M ARR, $133K avg ACV) including global brands like Shelby. Generated $350K expansion revenue in 10 months, maintaining 85% GRR and 125% NRR. Achieved 150% quota for two consecutive quarters at Freshworks (#1 across Europe). Expert in enterprise onboarding, expansion strategy, and customer advocacy. Proven C-level engagement and executive testimonials. Seeking Enterprise CSM or Account Management Lead roles.
Overview
7
7
years of professional experience
Work History
Senior Customer Success and Account Manager
Scalefusion
Pune
04.2024 - Current
- Manage a portfolio of 30+ strategic enterprise accounts across North America ($4M ARR, average ACV: $133K), including global brands like Shelby, delivering full lifecycle customer success from onboarding through expansion and advocacy.
- Drove $350K in expansion revenue over 10 months, with an additional $100K active pipeline, achieving 175% of the annual quota through strategic upsell, cross-sell, and multi-year contract negotiations.
- Generated over $200K in net new business pipeline through direct customer referrals, with existing accounts providing more than 5 qualified leads that converted at a 100% closure rate.
- Led enterprise onboarding for 30+ customers, reducing time-to-value from 60 to 35 days (42% improvement), and achieving 90% feature adoption within the first quarter.
- Achieved an 85% gross retention rate (GRR) and a 125% net revenue retention (NRR) while recovering over $50K of at-risk ARR through proactive health monitoring and executive escalation.
Customer Success Manager
Analec
Gurgaon
10.2023 - 02.2024
- Led Vitally platform integration and implementation, setting up customer health scoring and onboarding playbooks to improve account management efficiency and identify at-risk accounts proactively
- Collaborated with Sales and Product teams to drive product adoption across Americas and EMEA accounts, contributing to improved customer engagement and feature utilization
- Automated L1 support by developing and refining comprehensive knowledge base, reducing support ticket volume by 50% and enabling team to focus on strategic initiatives
Customer Success Specialist
Freshworks
Chennai
02.2021 - 10.2023
- Achieved 150% of quota for 2 consecutive quarters, ranking #1 across Europe among 50+ Customer Success Specialists and earning "Churn Crusher" recognition in H2 2021
- Delivered 40+ Quarterly Business Reviews (QBRs) with key stakeholders, resulting in 65% of accounts experiencing growth and generating upsell revenue across CRM, Support, and Marketing Cloud products
- Managed BENELUX sub-region within $1M ARR portfolio across multiple Business Units (CRM, Freshdesk, Freshmarketer), serving as primary point of contact for 80+ SMB and mid-market accounts
- Delivered 140% of expansion quota in CRM Business Unit, exceeding target by 40% through strategic account mapping and consultative selling approach
- Spearheaded a customer engagement initiative that resulted in a 30% decrease in churn rates and a 20% increase in Net Promoter Score (NPS) across the portfolio.
- Led product adoption workshops for 30+ customers, increasing feature utilization by 35% and reducing support ticket volume by 25% through proactive education.
Customer Success Associate
Fleetx.io
Gurgaon
01.2019 - 02.2021
- Managed portfolio of 60+ SMB accounts, developing foundational customer success skills in onboarding, relationship management, and proactive engagement
- Built and executed an onboarding playbook that reduced time-to-value and improved feature adoption across the new customer base.
- Collaborated with Product Management team during ERP product launch, gathering customer feedback and contributing to feature development
Education
Bachelor of Business Administration - Business Management
Asian School of Business
01.2018
Skills
- Enterprise account management & Strategic Planning
- Onboarding & Implementation
- Customer Advocacy & Expansion
- Churn Mitigation
- QBRs & EBRs
- C-Level Engagement
- HubSpot CRM
- Vitally
- Scalefusion MDM
- Custom Analytics Dashboards
- Business Intelligence Tools
- NRR and GRR
- Customer health scoring
- Churn forecasting
- Pipeline Management
- ITSM/ Freshservice/ JIRA
Timeline
Senior Customer Success and Account Manager
Scalefusion
04.2024 - Current
Customer Success Manager
Analec
10.2023 - 02.2024
Customer Success Specialist
Freshworks
02.2021 - 10.2023
Customer Success Associate
Fleetx.io
01.2019 - 02.2021
Bachelor of Business Administration - Business Management
Asian School of Business