Yashwanth Gandhodi
Hyderabad
Summary
Dynamic Customer Success Manager with a proven track record at Cognizant Technology Services, driving $22M in ARR and ensuring renewals and retention. Expert in churn reduction and team leadership, achieving a 92% CSAT score. Adept at cross-functional collaboration, I excel in delivering value realization and fostering customer advocacy.
Overview
8
8
years of professional experience
Work History
Team Manager - Customer Success
Cognizant Technology Services
Hyderabad
09.2023 - 03.2025
- Managed engagement, renewals, and retention for over 340 enterprise clients, generating $22M in ARR.
- Increased product adoption by 8%, achieving 12% growth in CLTV.
- Achieved CSAT score of 92% while maintaining NPS of 6.2 through proactive engagement.
- Delivered over 100 QBRs/EBRs annually, identifying upsell opportunities valued at $1.5 M.
- Mentored a team of 10 CSMs, establishing KPIs and conducting weekly reviews to reduce churn by 8% YoY.
- Implemented automated health score reporting to enhance efficiency and reduce manual processes.
- Collaborated with cross-functional teams to improve onboarding experiences and customer satisfaction.
Team Lead - Customer Success & Onboarding
Zoho Technologies
Tirupati
06.2018 - 09.2023
- Oversaw lifecycle management for 240+ SMB and enterprise accounts, achieving 115% NRR growth over three years.
- Conducted product demos, webinars, and QBRs to enhance product adaptability and value realization.
- Reduced churn from 9% to 7%, saving approximately $400K annually.
- Managed customer renewals at 91%, supporting cross-sell and upsell initiatives for 109% revenue expansion.
- Boosted team CSAT by 16% through customer-focused onboarding and satisfaction programs.
- Collaborated with product teams to refine onboarding processes, aligning delivery with customer business objectives.
Consultant
Sutherland Global Services, Chennai
07.2017 - 12.2017
- Delivered customer support through chat, resolving onboarding issues with empathy and efficiency.
- Improved First Contact Resolution (FCR) and CSAT by ensuring process clarity and issue triaging.
Education
Bachelor of Engineering - Electrical & Electronics
Panimalar Engineering College
Chennai04-2017
Skills
- Customer success management
- Customer onboarding and retention
- Churn reduction strategies
- Quarterly business reviews (QBRs)
- Cross-selling and upselling
- Renewal management
- Value realization
- Cross-team collaboration
- KPI improvement and achievement
- SaaS lifecycle management
- Team leadership and mentoring
- Customer advocacy
- Customer relationship management
Additional Information
Handled teams in both On-site and Remote setups., I am open to working in different time zones to support customer and team success, as needed.
Languages
Telugu
First Language
English
Proficient (C2)
C2
Tamil
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Timeline
Team Manager - Customer Success
Cognizant Technology Services
09.2023 - 03.2025
Team Lead - Customer Success & Onboarding
Zoho Technologies
06.2018 - 09.2023
Consultant
Sutherland Global Services, Chennai
07.2017 - 12.2017
Bachelor of Engineering - Electrical & Electronics
Panimalar Engineering College
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