Ankush Ghosh

About Ankush Ghosh

When I first started my career, I quickly realized one simple truth: customers don’t just buy products - they invest in outcomes. That realization shaped my path and fuelled my passion for Customer Success. Over the past 7 years, I’ve had the privilege of working across HR Tech, FinTech, Job Board, Consumer Services, Aviation, Healthcare, IT, and Insurance Advisory Services. No matter the sector, the goal has always been the same to help customers see measurable value in their investments and turn technology into a true growth driver. I thrive at the intersection of strategy, relationships, and impact. Whether it’s rolling out SaaS solutions in North America and EMEA, managing executive-level partnerships, or leading Quarterly and Executive Business Reviews, I focus on asking the right questions: What does success look like for this customer? How do we get them there faster, smarter, and with lasting impact? Some of my proudest moments have come from seeing metrics shift because of a partnership we built - higher NPS scores, stronger product adoption, improved customer satisfaction, and even expanded revenue through upsell and cross-sell opportunities. These aren’t just numbers; they’re proof that customers feel heard, supported, and empowered. I’ve also learned that Customer Success is a team sport. By collaborating with Sales, Marketing, IT, and Finance, I’ve been able to create unified strategies that not only solve problems but also build advocacy and trust at every level of the organization. At my core, I’m passionate about turning customer relationships into success stories. I combine data insights, proactive communication, and a consultative approach to ensure every client gets the most value from their investment. And along the way, I’ve built long-term partnerships with C-level stakeholders who see me not just as a vendor, but as a trusted advisor. If you’re equally passionate about Customer Success, SaaS adoption, and building customer-first strategies, I’d love to connect and share insights. Let’s turn conversations into opportunities, and opportunities into growth stories. Specialties: Customer Success Strategy, Customer Advocacy & Engagement, Product Adoption, Product Deployment, Utilization & Value Realization, Value Added Solutions Delivery, Account Management, Revenue Growth, Customer Satisfaction, Process Management, Client Relationship Management, Cross-functional Team Coordination

Experience

1. Customer Success Manager, Core

   ICIMS

   Jul 2025 — Present · Hyderabad, IN

   Manage a portfolio of 63 North American commercial accounts with a USD 5.6 Million Book of Business, acting as a trusted partner to drive adoption, engagement, and long-term value realization of iCIMS solutions.• Deliver best-practice reviews, platform optimization guidance, and tailored success plans that strengthen engagement and maximize ROI across the portfolio.• Conduct Quarterly and Executive Business Reviews to align client objectives with adoption strategies, reinforce solution value, and drive measurable improvements in product utilization and retention.• Lead post go-live onboarding sessions to accelerate time-to-value, drive early product adoption, and address change management challenges, setting the foundation for long-term client success.• Facilitate customer enablement through webinars and Level Up training, enhancing engagement and reinforcing product usage with comprehensive follow-up resources and documentation.• Collaborate cross-functionally with Sales, Product, Support, and Implementation teams to resolve escalations quickly, streamline the customer experience, and strengthen client relationships.• Drive AI feature adoption and product utilization by leveraging Salesforce and Gainsight insights to proactively reduce churn risk and enhance account performance.• Mentor and onboard new hires through knowledge transfer and shadowing, accelerating ramp-up time and supporting portfolio-wide retention and growth goals.

Education

• Maulana Abul Kalam Azad University of Technology, West Bengal formerly WBUT

  Bachelor of Business Administration - BBA, Bachelor in Business Administration

  2015 — 2018