Prachi Jani
Customer Success Manager | Mid-Market SaaS | Adoption, Retention & QBRs | US Accounts
- Role
- Customer Success Manager at Amazon
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Prachi Jani
Customer Success professional with 8+ years of experience across SaaS-style platforms, e-commerce, and mid-market account management, focused on driving product adoption, customer retention, and long-term business value.I currently manage US-based mid-market customers, owning the end-to-end customer journey — from onboarding and adoption to Quarterly Business Reviews (QBRs), renewal readiness, and growth opportunities. I work closely with Sales, Product, Support, and Operations teams to proactively identify risks, resolve issues, and ensure customers consistently achieve measurable outcomes from the platform.My approach to Customer Success is data-driven and consultative. I leverage performance metrics, customer health indicators, and business insights to act as a trusted advisor to stakeholders, helping them align platform usage with their business goals while supporting retention and expansion.With experience at Amazon managing mid-market US accounts and a background as a founder, I bring strong ownership, customer empathy, and commercial understanding to every engagement. I thrive in fast-paced SaaS environments, am comfortable working US hours, and enjoy turning customers into long-term advocates.
Experience
Customer Success Manager
May 2021 — Present
Customer Success professional with 8+ years of experience managing mid-market accounts across SaaS platforms and digital marketplaces, with a strong focus on product adoption, customer retention, and long-term value creation.Currently working with US-based mid-market customers, I own the end-to-end customer journey — from onboarding and adoption to business reviews, renewal readiness, and expansion opportunities. I partner closely with Sales, Product, Support, and Operations teams to proactively identify risks, resolve challenges, and ensure customers consistently realise measurable business outcomes from the platform.I have hands-on experience leading Quarterly Business Reviews (QBRs), analysing customer health and performance metrics, and acting as a trusted advisor to key stakeholders. My approach is data-driven and customer-centric, balancing customer goals with business objectives to drive retention, satisfaction, and sustainable growth.With a background that spans Amazon seller management, SaaS-style platforms, and entrepreneurship, I bring strong ownership, empathy, and commercial understanding to Customer Success. I thrive in fast-paced environments, am comfortable working US hours, and enjoy turning customers into long-term advocates.
Education
L S Raheja College of Arts and Commerce
Bachelor in Financial Markets, Equity Markets, Derivatives Market, Mutual Funds, Business Law & Corporate Restructuring
2016 — 2019
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