Vishal Shetty
Bangalore
Summary
Dynamic and results-driven Customer Success Manager with 14+ years of experience in building and leading high-performing teams, driving key performance metrics (KPIs), and fostering exceptional customer engagement strategies. Proven expertise in cybersecurity, client advocacy, and cross-functional collaboration, with a demonstrated ability to drive customer satisfaction, retention, and revenue growth. Adept at developing scalable processes, aligning with industry-specific solutions, and delivering impactful customer-centric results.
Overview
13
13
years of professional experience
Work History
Manager, Customer Success
Check Point Software
08.2023 - Current
- Established and led a customer success team for APAC & EMEA regions, focusing on aligning team capabilities with organizational goals and cybersecurity solutions.
- Designed and implemented a KPI-driven performance framework, optimizing operational processes to improve team accountability and customer satisfaction.
- Enabled cross-functional collaboration to deliver tailored, industry-specific solutions that enhanced client value and drove customer-centric decision-making.
- Led strategic risk assessments and escalations, ensuring seamless execution and resolution to safeguard key customer relationships.
- Championed initiatives that resulted in a $4.8 million revenue uplift, leveraging up-sell, cross-sell, and account growth opportunities.
- Fostered a culture of innovation within the team, delivering a unified approach to cybersecurity solutions that met diverse client needs across regions.
Senior Customer Success Manager
Slack
05.2022 - 08.2023
- Leading and growing the new scaled team:
- Established key team processes and KPIs to measure account progress, achieving high account retention and unlocking growth potential across my book of business.
- Introduced a robust customer retention strategy, leading to an increase in both Gross Retention Rate and Net Retention Rate in FY 2022.
- Improved team efficiency and customer satisfaction by resolving change management challenges for a Tier 1 software clients.
- Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
- Optimized problem-solving frameworks and enhanced escalation policies to improve operational effectiveness.
Enterprise Customer Success Manager Lead
Pluralsight India Pvt Ltd
05.2017 - 04.2022
- Team Lead responsible for the team in APAC & EMEA:
- Designed and implemented a global customer success framework, overseeing $12 million in ARR for strategic accounts.
- Strengthened customer retention through collaborative efforts with Product, Data, and Engineering teams.
- Directed onboarding, adoption, and value delivery processes across APAC & EMEA regions.
- Championed a unified customer touch point strategy to enhance sales enablement and customer health metrics.
- Improved churn rates by effectively managing at-risk accounts through proactive communication and targeted interventions.
Customer Success Manager, EMEA & APAC
Catchpoint Systems
10.2014 - 04.2017
- Built a regional Customer Success team from the ground up, recruiting and training 4 CSMs.
- Coordinated with product team to address critical customer issues, ensuring timely resolution and maintaining trust.
- Developed comprehensive CS playbooks and onboarding processes, leading to improved customer satisfaction and adoption rates.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
Inside Sales Representative
Keynote systems
02.2013 - 09.2014
- Created account strategies that generated a $2 million pipeline and achieved significant upsell in revenue within the first year.
- Collaborated on marketing campaigns that generated additional leads, driving significant business growth.
Business Development Representative
Directi Internet Solutions
05.2012 - 01.2013
- Developed a successful customer loyalty program, increasing retention, resulting in an estimated retention of additional customers.
- Executed market analyses to identify opportunities, resulting in an increase of new customers and expanding market share significantly.
- Increased client base by identifying potential customers and initiating strategic outreach.
Education
Bachelor - Computer Application
St. Joseph's Arts and Science College
Skills
- Value Consulting & Client Advocacy
- Understanding of Cloud Security Fundamentals
- Data Analysis & Industry Research
- Team Capability & Organization Building
- Salesforce Trailblazer Ranger & platform basics
Timeline
Manager, Customer Success
Check Point Software
08.2023 - Current
Senior Customer Success Manager
Slack
05.2022 - 08.2023
Enterprise Customer Success Manager Lead
Pluralsight India Pvt Ltd
05.2017 - 04.2022
Customer Success Manager, EMEA & APAC
Catchpoint Systems
10.2014 - 04.2017
Inside Sales Representative
Keynote systems
02.2013 - 09.2014
Business Development Representative
Directi Internet Solutions
05.2012 - 01.2013
Bachelor - Computer Application
St. Joseph's Arts and Science College
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