Yatharth Sharma
General Manager: Growth Consulting and Customer Success
Gurgaon
Summary
Dynamic General Manager with a proven track record in Customer Success and Growth Consulting. Adept at driving strategic initiatives to enhance client engagement, retention, and revenue growth. Expert in value-driven product adoption strategies, leading cross-functional teams, and cultivating long-term client relationships. Committed to delivering measurable outcomes through tailored solutions and innovative approaches.
Overview
11
11
years of professional experience
16
16
years of post-secondary education
3
3
Certifications
Work History
General Manager: Growth Consulting and Success
WebEngage
Gurgaon
04.2024 - Current
- Trusted advisor to enterprise clients across e-commerce, B2B, travel, BFSI, and automobile sectors, delivering tailored strategies that enhance conversions and revenue.
- Spearheaded growth initiatives, identifying CLM opportunities and driving measurable outcomes through cross-functional collaboration.
- Increased customer satisfaction scores by 30% YoY through targeted engagement strategies.
- Elevated customer engagement across global markets, leading a high-performance team of Growth Consultants.
- Optimized upselling and cross-selling efforts, significantly boosting revenue and retention.
- Engaged senior stakeholders, fostering strategic relationships and influencing key business decisions.
- Led initiatives that resulted in a 55% MRR increase through targeted martech strategies, recognized for driving exceptional client success outcomes.
- Developed case studies and secured client testimonials by demonstrating impactful customer engagement and retention strategies.
Senior Manager: Customer Success
WebEngage
Gurgaon
06.2019 - 03.2024
- Managed relationships with top enterprise clients, delivering strategic digital marketing success.
- Achieved a 25% boost in client retention rates through personalized account management strategies.
- Led a team of Customer Success Managers, achieving key KPIs and high client satisfaction.
- Drove upselling, cross-selling, and renewals through optimized retention campaigns and business reviews.
- Consistently ranked as a top performer, recognized for outstanding achievements in 2020 and 2022.
Lead: Support and Implementation
WebEngage
Mumbai
02.2016 - 05.2019
- Reduced average ticket resolution time by 15%, enhancing overall customer satisfaction.
- Streamlined workflows, designed customer campaigns, and improved operational efficiency.
- Configured Zendesk ticketing system, automated responses, and customized workflows to optimize customer interactions.
- Developed a knowledge base and reporting tools, enhancing response times, customer satisfaction, and team efficiency.
- Played a key role in team expansion from 3 to 25 by leading hiring and onboarding processes.
Account Manager
Zepo Technologies Private Limited
Mumbai
03.2015 - 02.2016
- Guided clients in e-commerce strategy development, ensuring successful onboarding and retention for over 100 customers.
- Consistently achieved an NPS of 70, reflecting exceptional customer satisfaction, loyalty, and advocacy with 100% retention rate.
- Collaborated with cross-functional teams to optimize product offerings and client experiences.
Assistant Manager: Market Operations
Power Exchange India Limited
Mumbai
08.2013 - 03.2015
- Managed market operations and developed growth strategies, ensuring 15% profitability for buyers in Daily, Intraday, and REC trades.
- Analyzed market trends and provided actionable insights to enhance client outcomes.
- Developed an optimization framework, prepared MIS reports, and ensured compliance with government regulations.
Education
Bachelor of Technology - Electronics And Communications Engineering
Rajasthan Technical University
Jaipur, India 07.2009 - 07.2025
Skills
Strategic Growth Consulting
Customer Success Management
SaaS Customer Lifecycle Management
Data-Driven Growth and Revenue Optimization
Product Adoption and User Onboarding
CRM and Martech Tools Expertise
Stakeholder Engagement
Conflict Resolution and Customer Advocacy
Client Retention and Loyalty Programs
Business Impact Metrics Analysis
Accomplishments
Achieved recognition for driving a 55% MRR increase through strategic customer success initiatives.
Consistently ranked as a top performer in Customer Success, with awards in 2020 and 2022.
Reduced operational inefficiencies by 20% through process improvement strategies.
Customer Success Stories
Unilever and HUL
- Managed the initial POC for 4 accounts across the SEA region, achieving key milestones. Grew the ecosystem to 17 accounts, overseeing multiple projects across diverse geographies and driving sustained growth.
- Increased repeat buyers from 25.81% to 33.40% and active stores from 37.85% to 49.57% through advanced segmentation and journey automation.
- Achieved a 149% uplift in General Sales Volume (GSV) for dormant users in the Philippines via targeted first-purchase campaigns.
- Drove €146 million in additional GSV through abandoned cart recovery campaigns.
- Delivered a 227% uplift in GSV through retention strategies and incentivized repurchase journeys.
- Improved assortment growth by 9% in Thailand via cross-sell activation campaigns.
Spinny
Test Drive Bookings Uplift: Implemented personalized engagement campaigns, leading to a 19% uplift in test drive bookings and a 32% reduction in the sales cycle duration.
GoodGlamm Group
- Enhanced Conversion Rates: Implemented personalized engagement strategies, resulting in a 300% increase in conversion rates.
- Improved Customer Segmentation: Utilized advanced segmentation to deliver tailored experiences, leading to a 41% higher add-to-cart rate for engaged users.
Goibibo
Successfully implemented cross-sell strategies for Goibibo, achieving a 15% uplift in booking conversions across their entire range of propositions.
Certification
Google Analytics Individual Qualification
Timeline
Google Analytics Individual Qualification
06-2024
General Manager: Growth Consulting and Success
WebEngage
04.2024 - Current
Google Ads Measurement Certification
12-2023
Google Analytics for Beginners
11-2023
Senior Manager: Customer Success
WebEngage
06.2019 - 03.2024
Lead: Support and Implementation
WebEngage
02.2016 - 05.2019
Account Manager
Zepo Technologies Private Limited
03.2015 - 02.2016
Assistant Manager: Market Operations
Power Exchange India Limited
08.2013 - 03.2015
Bachelor of Technology - Electronics And Communications Engineering
Rajasthan Technical University
07.2009 - 07.2025
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