Harsh Khandelwal

Customer Success Manager @Global Payments Inc.

Serve as the primary point of contact and face of the organisation for a global portfolio of approximately 50 clients across the UK, South America, ANZ, Middle East and Singapore, managing relationships worth over £100m. Provide product expertise by advising on best practices, delivering client training, and guiding customers on configuration and usage tailored to their specific installations. Own client escalations end to end by coordinating with internal resolution teams, providing timely updates, and maintaining clear case visibility to protect trust and satisfaction. Lead strategic engagement through delivery of QBRs and proactive guidance to help clients achieve desired outcomes. Achieved over 90% client retention across the managed portfolio by monitoring account health, gathering feedback, and intervening early to prevent churn and promote advocacy. Drove £6m in new 2025 revenue by identifying and executing upsell and cross-sell opportunities.