Jithin Sunder
Manager - Client Management | Customer Success | Account Management | Customer Retention & Post Sales | SaaS | B2C | B2B | Sales | Process Management | Business Strategy | Escalations | F&B tech
- Role
- Deputy Manager - Client Management at Chai Point
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Jithin Sunder
As Manager – Client Management at Chai Point, I am responsible for leading initiatives across client lifecycle management, with a focus on acquisition, retention, revenue growth, and customer satisfaction for our Brewing Bots and CPG product portfolio.
Experience
Deputy Manager - Client Management
Jan 2024 — Present · Bengaluru, IN
Own a portfolio of B2B SaaS accounts, managing the full customer lifecycle from post-sales onboarding to adoption, renewals, retention, and expansion. • Lead structured customer onboarding, ensuring smooth handoff from Sales and reducing time-to-value by ~25% through clear success milestones and cross-functional coordination. • Drive sustained product adoption (80–85%) by tracking usage trends, running enablement sessions, and proactively resolving adoption gaps. • Manage renewals and retention across GAM and SMB accounts, delivering 90–92% Gross Revenue Retention (GRR) and reducing logo churn by ~30% through early risk detection and save plans. • Drive net account growth, achieving 105–110% Net Revenue Retention (NRR) through strategic upsell and cross-sell initiatives. • Identify and execute account expansion opportunities, contributing 20–25% incremental revenue growth year-over-year. • Manage ₹50 lakh in monthly recurring revenue, supporting an ARR of ₹6 Cr, while partnering with Finance to reduce aging and improve revenue predictability. • Improve customer satisfaction and advocacy, increasing NPS by 15–20 points through proactive engagement, escalation ownership, and outcome-driven reviews. • Build strong executive relationships through regular check-ins and Quarterly Business Reviews (QBRs) to maximize customer lifetime value (LTV).Skills: Account Management · SaaS Onboarding · Product Adoption · GRR · NRR · ARR · Renewals · Churn Reduction · Expansion Revenue · QBRs · Stakeholder Management · B2B SaaS · CRM
Education
Chinmaya Vidyalaya
High School Diploma, Junior High/Intermediate/Middle School Education and Teaching
2009 — 2009
Bir Tikendrajit University
Bachelor of Technology - BTech, Electrical, Electronics and Communications Engineering
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