Enterprise Customer Success Manager | 9+ years Experience | Customer success & Account management

I’m a Customer Success and Account Management professional with over 9 years of experience helping organisations build strong customer relationships, improve adoption, retain valuable accounts, and achieve commercial growth across SaaS, HRTech, FinTech, InsurTech, and operations. I bring a customer-focused, data-informed approach to managing the full customer lifecycle—from onboarding and success planning to account health monitoring, renewals, and expansion.

In my experience, I have managed strategic customer portfolios, supported retention and renewal outcomes, identified opportunities to grow accounts, and partnered with internal teams to resolve customer challenges. At Multiplier Technologies, I contributed to managing a portfolio representing $1.09M in ARR, achieving 97% retention, and identifying $80K–$100K in annual upsell expansion opportunities. At Tracxn, I supported customer success operations through account health reviews, success planning, reporting, and process improvements, including a 30% reduction in response times. Earlier, at ITC Lifestyle, I managed a 15-member team and developed a strong foundation in operational leadership, service quality, and performance management.

I’m comfortable working across teams, engaging stakeholders, coordinating issue resolution, and using customer feedback and performance data to guide action. I aim to make customer success measurable and consistent by setting clear priorities, tracking outcomes, and helping teams focus on the activities that create lasting customer value. I’m now looking to bring this experience to a customer-focused organisation where I can contribute to strategic account management, team development, operational improvement, and sustainable customer growth.