Sohini Banerjee

WORK HISTORY

EDUCATION

ABOUT SOHINI BANERJEE

Helping brands grow through meaningful customer experiences, strong retention strategy, and relationship-focused marketing. I started off with a degree in Literature, unsure of where it would take me. Like many fresh graduates, I spent hours scrolling through LinkedIn, trying to figure out what kind of work would actually excite me. That’s when I got my first break: an internship at Hoichoi TV as a Customer Support Intern. At the time, I thought I’d eventually move into filmmaking. But once I got a taste of customer service, something clicked. I realised I genuinely enjoyed helping people and finding ways to keep them coming back. A great manager taught me how much impact personalised communication can have. That lesson stayed with me. That experience pushed me to explore customer success more seriously. In 2021, I joined Byju’s as a Customer Success Specialist. I started by handling calls and resolving basic queries but I was curious about the bigger picture. I began reading case studies and exploring how marketing and customer experience work together. Over time, I moved to the Issue Resolution team. There, I mentored students, handled complex cases, and focused more deeply on retention. It was challenging and fast-paced but gave me a strong sense of direction. Looking to grow further, I joined Hera as a Customer Success Manager. This was the first time I got to help shape processes instead of just following them. I worked on lead generation, set up communication flows, and aligned service with marketing goals. It felt like all my previous experience was finally coming together in one place. I also got a chance to understand how to scale retention strategies and build trust at every step of the customer journey. After moving to Delhi, I joined The Piano Man, as Sales & Marketing Executive. The energy here is completely different and I’ve loved every minute of it. I get to work across marketing, live events, customer engagement, and operations. It’s helped me stay sharp, adapt quickly, and keep learning. Most of all, it has allowed me to stay close to what I care about—building relationships that last. Looking back, I’m proud of how I’ve grown. I started as a lit grad with no clear plan and now I lead teams, build strategies, and drive meaningful experiences. I care deeply about customers, retention, and the small details that turn good service into something memorable. If you\'re looking for someone who understands people, builds trust, and brings both structure and energy to the table, I’d love to connect.