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Customer Success Manager with 6+ years in B2B SaaS & Revenue Growth
I am a Senior Customer Success Manager with 6.5+ years in B2B SaaS — but my role goes beyond traditional CS. Alongside managing 500+ enterprise and SME accounts, I carry a commercial mandate: retaining customers, expanding revenue within existing accounts, and leading a 5-member team to do the same. I have built health-scoring frameworks, redesigned onboarding journeys, and run VoC programs that directly feed into product decisions. I present QBRs to C-suite stakeholders, own escalation management, and coach my team on both customer success and revenue fundamentals. The result: 30% churn reduction over two years, 20% net revenue growth through upsell and cross-sell, and a 4.7/5 CSAT score across a large, diverse portfolio. If you are looking for a CS leader who thinks in retention and revenue at the same time — that is what I do.
Galgotias University
Master of Arts · Communication and Media Studies
January 1, 2017 – January 1, 2019
Banaras Hindu University (BHU)
Bachelor of Arts (Hons) · English
January 1, 2014 – January 1, 2017
IndiaMART InterMesh Ltd.
Senior Customer Success Manager | Team Lead
February 1, 2020 – Present
Noida, Uttar Pradesh, India
BrandBerry Marcom Pvt. Ltd.
Key Account Manager
September 1, 2019 – January 1, 2020
Noida, Uttar Pradesh, India
Cultural Fit Analysis
The candidate's experience leading a team, coaching members, and being involved in hiring decisions demonstrates a proactive and collaborative approach, which is a strong cultural fit for a leadership role. Their diverse experience across customer lifecycle management, revenue generation, and process improvement indicates adaptability and a broad understanding of business needs. The emphasis on customer advocacy and proactive risk mitigation aligns with a customer-centric culture.
Soft Skills & Operational Fit
The candidate exhibits strong leadership, strategic thinking, and problem-solving skills, evidenced by their initiatives in churn reduction, revenue growth, and process optimization. Their ability to manage a team, engage executive stakeholders, and collaborate cross-functionally indicates excellent operational fit for a senior Customer Success Manager role. The focus on data-driven decisions and commercial outcomes aligns well with business objectives.