Pratibha Wadhwani
Senior Customer Success Manager | $3M ARR Mid-Market Portfolio | Retention & Expansion | North America
- Role
- Senior Customer Success Manager - Mid Market at Birdeye
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Pratibha Wadhwani
Senior Customer Success Manager with 4.5+ years in SaaS and 12+ years of commercial experience across sales and account management. Currently own a $2.7M–$3M Book of Business across 60 North American mid-market accounts, driving ~87%+ logo retention while contributing to Net ARR growth through expansion strategy and renewal forecasting.I carry an expansion quota and partner closely with Sales to execute cross-sell and upsell motions aligned to customer value realization. I lead Executive Business Reviews (EBRs) with senior stakeholders, align cross-functional teams to execute account strategy, and proactively mitigate churn using customer health and usage analytics.My experience blends commercial ownership, stakeholder management, and customer advocacy — enabling predictable renewals, revenue expansion, and long-term account stability in global SaaS environments.
Experience
Senior Customer Success Manager - Mid Market
Oct 2021 — Present · Palo Alto, CA, US
Relationship ManagementCustomer Training and EnablementCustomer Success PlanningCustomer Support and Issue ResolutionAdoption and Value MaximizationCustomer Feedback and InsightsRenewals and ExpansionCustomer Metrics - CSAT, NPSOverall, Team Productivity & Performance
Education
Amity University
Masters of Business Administration (M.B.A.), Industrial Relations/General Management
2011 — 2013
Skills
- Performance Management
- Windows
- Office Administration
- Employee Engagement
- Microsoft Excel
- Powerpoint
- Communication
- Management
- Student Counseling
- Recruiting
- Microsoft Office
- Organizational Development
- Personnel Management
- Maintaining a Positive Attitude
- Interviews
- Leadership Development
- HR Policies
- Communication Skills
- Office Management
- Human Resources
- Confidence Building
- Performance Appraisal
- Teamwork
- Team Management
- Market Research
- Soft Skills
- Interviewing
- Talent Acquisition
- Business Development
- Leadership
- Employee Relations
- Talent Management
- Conflict Resolution
- People Skills
- Time Management
- Microsoft Word
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