Kunwar Harshit
Customer Success Manager @New Relic
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WORK HISTORY
Customer Success Manager @New Relic
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.
The ICFAI University, Dehradun
Bachelor of Technology - BTech, Civil Engineering
SKILLS
ABOUT KUNWAR HARSHIT
Vibe Coder | Psychology Student | Storyteller | Applied AI Expert| Customer Success | New Relic | Freshworks | Adobe
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