Enterprise accounts renew, expand, and advocate on my watch.
9 years of experience managing 200+ accounts with over $30M ARR across the globe, driving 125% NRR, 98.5% GRR, and a maintained 4.6 CSAT across enterprise, mid-market, and SMB accounts in Healthcare, BFSI, Manufacturing, Construction, and Energy & Service.
Open to: Enterprise CSM · Strategic CSM · Account Manager · Customer-Facing Program Manager
02Numbers
The numbers a renewal conversation cares about.
// All figures from verifiable performance records — happy to walk through them in detail.
03Simulator
Try it: what would 125% NRR do to your book?
Drag the slider — a live look at how the retention and expansion discipline above compounds on an account base like yours.
04Account history
Nine years of customer-facing roles, end to end.
Customer Success Manager
Own a $1.02M ARR book of business across 35 accounts (20 Enterprise, 10 Mid-Market, 5 SMB), driving AI/SaaS adoption in traditionally low-tech-maturity verticals.
Repositioned the product from a point testing tool to a strategic quality engineering platform, raising executive sponsorship and long-term contract value. Run quarterly QBRs for all 20 Enterprise accounts and EBRs for all 35 accounts 120 days before renewal.
Advise QA and Engineering stakeholders on test automation, SDLC, and CI/CD-adjacent workflows — building adoption playbooks from usage analytics, support trends, and renewal risk signals.
Product Consultant
Accelerated user engagement by 42% through targeted digital adoption content and training programs; compressed time-to-value by 33% via cross-functional onboarding initiatives.
Delivered 18+ enterprise use cases on time and within budget while building and mentoring a high-performing team.
OPD Operations & Customer Support Manager
Lifted CSAT from 3.6 to 4.2 through quality checkpoints and grievance resolution frameworks; cut internal turnaround time 15% and streamlined insurance claims processing with insurer partners.
Operations & Customer Success Manager
Raised Enterprise NPS to 65 through strategic account management and executive engagement; drove revenue expansion via systematic upselling and built the SOP and escalation frameworks the support org ran on.
Technical Analyst
Led a 5-member support team ranked #1 at Concentrix.
Retail Generalist
Resolved customer queries on voice and non-voice channels for global customers with an average CSAT of 4.7.
Maintained a record-breaking average chat handling time of 3.2 minutes during my tenure.
05Engagement model
How I run a portfolio.
Lifecycle & renewal discipline
Structured cadence: quarterly QBRs for every enterprise account, EBRs 120 days pre-renewal, and C-level connects that turn renewals into formalities rather than negotiations.
Data-led expansion
Product usage analytics, support trends, and renewal risk signals feed account-level adoption plans and expansion motions — the engine behind 125% NRR and a 300% upsell quarter.
Churn rescue, not churn reporting
Early-warning signals trigger targeted retention plays before risk becomes a cancellation notice — converting $1M+ of at-risk ARR into expanded partnerships across my experience.
Technical fluency that earns trust
Conversant in SDLC, test automation, QA workflows, and CI/CD concepts — able to sit with QA and Engineering stakeholders as an advisor, not just an account contact.
06Toolkit
Tools I work in daily.
CS & CRM
Analytics
Technical domain
Productivity & AI
07Record
Education, certifications & languages.
Education
B.E. Engineering — SNS College of Engineering, Anna University (2017)
Certifications
Customer Success & Engagement · Agile Scrum · Operations Management · Project Management · Digital Marketing (Google)
Languages
English · Hindi · Tamil · Kannada · Tulu
Verticals served
Healthcare · BFSI · Manufacturing · Construction · Energy & Service · EdTech · SaaS
Hiring for retention, expansion, or enterprise relationships? Let's talk.
I respond fast — it's a professional habit. Reach out for a conversation about Enterprise CSM, Strategic CSM, Account Manager, or customer-facing Program Manager roles.