Kunwar Harshit
Vibe Coder | Psychology Student | Storyteller | Applied AI Expert| Customer Success | New Relic | Freshworks | Adobe
- Role
- Customer Success Manager at New Relic
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
Experience
Customer Success Manager
Oct 2024 — Present · Bengaluru, IN
Achieved 100% retention on committed accounts and kept gross churn ≤7%(most churn from pay-as-you-go customers). • Converted customers from legacy subscription to consumption pricing (GB ingest + CCUs) by modeling usage → cost → ROI, improving adoption and expansion. • Owned adoption → expansion playbook: mapped GB / CCUs / credits → features used → business outcomes for CFO/CTO discussions. • Solved observability and usage queries (MELT: metrics, events, logs, traces); liaised with Product/Engineering to prioritize changes that improved adoption. • Built automation (Make.com, Zapier, Slack, Airtable, Notion, ChatGPT prompts) to automate:(a) Slack alerts for unanswered tickets >12h,(b) auto weekly usage & renewal readiness reports,(c) human-in-the-loop approval flows. • Raised portfolio NPS & CSAT by focusing on usage-driven outcomes and clear cost transparency; used data to turn skeptics into expansion customers.
Education
Indira Gandhi National Open University
Master's degree, Psychology
Stella Maris Convent Senior Secondary School
metriculation, P.C.M.
2007 — 2013
The ICFAI University, Dehradun
Bachelor of Technology - BTech, Civil Engineering
2013 — 2017
Skills
- Smart Working
- Observation
- Team Leadership
- Patient
- Keen Planner
- Civil Engineering
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