Renuka Nirwan
Customer Success & Key Account Manager | 9+ Years in SaaS, Logistics & E-commerce | Expert in Client Retention, Operations, and Account Growth
- Role
- Assistant Customer Service Manager at Shiprocket
- Location
- Gurugram, IN
- LinkedIn followers
- 500 followers
About Renuka Nirwan
As a Customer Success & Key Account Manager with over 9 years of experience across SaaS, logistics, and e-commerce, I specialize in managing high-value enterprise accounts, ensuring customer retention, and driving business growth through data-backed strategies and seamless execution. Throughout my career, I’ve worked with top brands like Amazon, Flipkart, BigBasket, and Shiprocket, delivering operational excellence, resolving escalations, and leading cross-functional collaboration between sales, finance, legal, product, and support teams. I bring: Proven success in client onboarding, QBRs/EBRs, and SLA adherence Strong analytical skills with expertise in Excel dashboards, PowerPoint reporting, and payment reconciliation Hands-on experience with tools like Freshdesk, HubSpot, Zendesk, Zoom, and Slack I’m now looking to join a growth-driven SaaS or logistics company where I can continue to build long-lasting client relationships and contribute to customer success. Let’s connect if you\'re hiring for roles in Customer Success, Account Management, or Client Operations!
Experience
Assistant Customer Service Manager
Dec 2023 — Present · Gurugram, IN
As a Key Account Manager at Shiprocket, I manage enterprise-level clients by driving adoption and success with our proprietary SaaS platform – Maven, which streamlines logistics, shipping automation, and order lifecycle management for D2C and B2B brands.In addition to platform success, I also handle centralized warehouse coordination from our head office, ensuring smooth daily operations, inventory management, and dispatch efficiency for multiple client accounts.Key Responsibilities & Achievements:Act as the primary point of contact for strategic clients, overseeing the entire customer lifecycle from onboarding to retention.Lead Maven platform onboarding, training, and support to help clients scale their operations digitally.Manage warehouse operations centrally on behalf of clients, coordinating closely with fulfillment teams to ensure SLA adherence, accurate dispatches, and optimized inventory flow.Liaise with C-level stakeholders to align logistics strategy with business goals, improving performance and satisfaction.Conduct regular QBRs and health checks using Excel and PowerPoint to deliver performance insights and uncover growth opportunities.Collaborate with internal teams (tech, ops, legal, finance) to handle escalations, service agreements.Proactively monitor customer engagement and platform usage to identify potential churn risks or upsell opportunities.Ensure seamless coordination between Maven platform insights and physical warehouse performance, improving client trust and retention.Tools & Tech: Maven | Excel | PowerPoint | HubSpot | Freshdesk | Zendesk | Slack | ZoomKey Achievements:Implemented structured feedback loops, which led to a 35% increase in recurring revenue and enhanced customer satisfaction scores.Streamlined collection processes, reducing outstanding invoices by 20%.
Education
Delhi University
Bachelor of Commerce - BCom
2011 — 2015
ISBM University
Executive MBA
2021 — 2022
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