Palak Agrawal
Lead Customer Success Manager | Driving Retention, Growth & Client Impact at Pococare
- Role
- Customer Success Lead at Pococare
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Palak Agrawal
I am a Customer Success leader with 8+ years of experience driving client growth…
Experience
Customer Success Lead
Aug 2025 — Present · Bengaluru, IN
Leading customer success initiatives to ensure high client satisfaction, adoption, and renewals across enterprise accounts. Acting as a trusted advisor to clients, helping them leverage Pococare’s tech-enabled emergency response systems for measurable impact. Driving customer engagement through onboarding, training, and consistent value delivery to maximize ROI. Partnering with cross-functional teams (product, sales, operations) to translate client feedback into product improvements. Building scalable success frameworks, playbooks, and reporting processes to strengthen client relationships. Managing executive-level client relationships, handling escalations, and ensuring long-term retention. Mentoring and guiding junior CSMs to enhance overall team performance. Driving upsell and cross-sell opportunities by aligning Pococare’s offerings with evolving client needs. Using data-driven insights to track health scores, proactively mitigate churn risks, and boost customer advocacy. Representing the voice of the customer in strategic planning, influencing product roadmaps and service innovation.
Education
Amity school of business
Bachelor of Business Administration - BBA
2012 — 2015
Amity Business School
Master of Business Administration - MBA
2015 — 2017
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