Krishan S.
Senior Customer Success Manager @IBM
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WORK HISTORY
Senior Customer Success Manager @IBM
Overseeing 20+ key enterprise accounts with multi-market activity, I led IBM’s customer success strategy to deliver on retention, expansion, and customer lifetime value objectives. In partnership with C-suite and VP-level leaders, I developed multi-year account plans, embedded structured governance through QBRs, and analysed adoption data to identify new growth opportunities.On an ongoing basis, I also leveraged customer usage analytics and Voice of Customer (VOC) insights to proactively identify churn risk (up to 9 months early), uncover expansion opportunities, and shape value-driven narratives supporting both renewals and growth. Key highlights: Grew the enterprise portfolio by 2x while delivering 100%+ NRR in each year Identified and closed 7-figure upsell and cross-sell opportunities in each year to grow average account value by +35% over 3 years Drove 45% of new pipeline from existing customer referrals through consistent service excellence Designated as the senior escalation point to resolve complex client challenges and strengthen long-term relationships
EDUCATION
Harlington Community School
GCSE - 8
Uxbridge College
BTEC First Diploma, Business Administration and Management, General
ABOUT KRISHAN S.
Over a 9+ year career spanning enterprise technology, fintech, and SaaS verticals, I have built and led Customer Success functions at high-growth start-ups up to global enterprises. As a CS leader, my specialty lies in accelerating results across the end-to-end customer lifecycle – from product adoption and retention to ongoing account expansion and customer satisfaction. Across portfolios ranging from £2M to £20M+ in ARR, I have been a trusted advisor to C-level leaders to build and execute commercial strategy while effectively translating customer feedback into actionable insights for Product, Sales, and Engineering units. Some of the most notable initiatives I have led to date include: Established and scaled Customer Success functions from ground-up by hiring and developing high-performing teams, implementing lifecycle playbooks, and initiating KPI frameworks to grow retention from <45% to 90%+ Guided enterprise account strategies across global portfolios to support 2x revenue growth on an 8-figure portfolio in 3 years and drive +35% higher average account values Applied data-driven methodologies and frameworks that have reduced churn by up to 15% YoY and helped companies identify churn risks up to 9 months in advance of renewal conversations Reactivated churned customers by building renewed relationships and addressing root-cause issues to improve service quality, resulting in £1.8M+ in incremental revenue capture Key Skills Customer Success Strategy – Customer Lifecycle Management – Retention Strategy – Customer Service Excellence – Account Planning – Voice of Customer
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