Devyanshi Gupta

About Devyanshi Gupta

Customer Success Manager with 6+ years of experience in Cloud SaaS, supporting Enterprise, Mid-Market, and SMB customers. Proven expertise in managing 100+ accounts and owning the end-to-end customer success lifecycle, including onboarding, adoption, renewals, and expansion. Consistently exceeded retention and growth targets, achieving 95% customer retention and driving 20%+ account expansion through customer-centric strategies, data-driven insights, proactive churn mitigation, and executive-level QBRs. Highly skilled at aligning customer goals with measurable business outcomes by leveraging customer health scores, usage analytics, and strong cross-functional collaboration.Core strengths include customer lifecycle management, customer health optimization, renewal forecasting, and upsell/cross-sell strategy. Additional expertise spans retention and churn mitigation, leading and executing QBRs, managing NPS/CSAT programs, and building trusted customer partnerships. These capabilities collectively support long-term customer success and sustainable revenue growth.Skills: Cloud SaaS, Customer Success, Strategic Account Management, CRM-driven Retention, Growth & Renewals, Upselling & Cross-selling, Churn Management, Business Reviews, Client Relationship Management, Project & Team Management, Cross-functional Collaboration, Sales Operations, Product Adoption, Competitive Analysis.Tools: Power BI, Data VI Cloud, Salesforce, Gainsight, HubSpot, Zendesk, Zoho CRM, Freshdesk, RocketLane, Ameyo, Google Analytics, Notion, and Monday.com. d••••••••@gmail.com or connect with me on LinkedIn.

Experience

1. Customer Success Manager

   Keka HR

   Sep 2024 — Present · Hyderabad, IN

   Managed a strategic portfolio of 120–150 mid-market and enterprise accounts, driving customer value realization through tailored success plans that increased product adoption by 30% and renewals by 25%- Achieved 95% customer retention, 20%+ account expansion, and improved CSAT through data-driven engagement and cross-functional collaboration- Owned the end-to-end customer success lifecycle, applying change management and adoption frameworks to scale product utilization across complex customer environments- Reduced customer churn by 15 percentage points within one year by implementing AI-driven health scoring, usage analytics, and proactive risk mitigation strategies- Standardized onboarding frameworks, reducing time-to-value from 6 to 4 weeks and increasing first-90-day CSAT- Partnered with Sales, Product, and Engineering to identify expansion opportunities, influencing roadmap decisions and driving $2.4M in upsell revenue- Translated customer feedback and product usage insights into actionable recommendations, influencing feature prioritization and roadmap decisions- Leveraged usage analytics, NPS/CSAT, AI-driven health scores, and dashboards to tailor engagements and uncover growth opportunities- Led QBRs and EBRs with C-level stakeholders, aligning KPIs and increasing customer satisfaction from 82% to 94%- Onboarded new customers and led product training sessions, improving adoption milestones by 20–30% and reducing time-to-value by 25%- Created customer-facing resources, including playbooks, FAQs, and training materials to drive self-service- Supervised a team of three junior CSMs to handle customer interactions, devise customer success strategies, track ticketing systems, and meet SLA targets.

Education

• St. Aloysius'​ (Autonomous) College

  Diploma of Education, International Business

  2017 — 2018

• St. Aloysius'​ (Autonomous) College

  Bachelor of Business Administration - BBA, Management

  2016 — 2019

• SVKM's Narsee Monjee Institute of Management Studies (NMIMS)

  Professional Diploma in Digital Marketing