Rishabh Pandey
Driving Customer Success Beyond KPIs | CS, Implementation & Support Leader | Over a Decade in SaaS: CEM, Conversational AI & Fintech
- Role
- Head of Customer Success at Sage
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Rishabh Pandey
I build Customer Success functions that own revenue; not just relationships. …
Experience
Head of Customer Success
Nov 2021 — Present
As Head of Customer Success at Sage (formerly Director of CS, Professional Services, and Tech Support at Lockstep; before Lockstep\'s acquisition by Sage), I built and scaled our Customer Success, Business Implementation, Technical Support, and CS Operations teams, aligning them to deliver measurable value from our Accounts Payable and Expense Management solutions.We have maintained 95%+ client retention, achieved an NPS of 42 for two consecutive quarters, and cut implementation timelines from 10 weeks to 4 while holding a 9/10 average CSAT. My role covers customer onboarding, product adoption, process optimization, cross-functional collaboration, and support operations, ensuring faster time to value and a seamless customer journey. I also partner with the executive team on fundraising, revenue planning, and growth strategy.
Education
Sunbeam School, Varanasi
Secondary & Higher Secondary, Science
1995 — 2008
Institute of Management Studies, Noida
Bachelor of Business Administration, Management
2008 — 2011
K J Somaiya Institute of Management
Post Graduate Diploma in Management, Retail Management
2011 — 2013
Skills
- Team Management
- Competitive Analysis
- Product Marketing
- Social Networking
- Social Media Marketing
- Client Service Oriented
- Google Adwords
- Market Planning
- Marketing Management
- Email Marketing
- Analytics
- Business Strategy
- Communications Planning
- Marketing Research
- Online Reputation Management
- Html
- Brand Act
- B2b Marketing
- Crm
- Digital Strategy
- Mobile Marketing
- Brand Activation
- SEO
- Integrated Marketing Communications Planning
- Market Research
- E-Commerce
- Brand Management
- Marketing Strategy
- Corporate Branding
- Digital Marketing
- Media Buying
- Web Design
- Online Marketing
- Web Marketing
- Google Analytics
- Media Planning
- Digital Media
- Online Advertising
- Client Services
- Web Analytics
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