Rohan Sharmah
Senior Customer Success Manager - Strategizing and implementing value-driven customer journeys and customer engagement plans to drive retention and growth | IIoT | SaaS |
- Role
- Senior Customer Success Manager at Faclon Labs
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Rohan Sharmah
Customer Success leader with 4+ years of experience across B2B SaaS, Industrial IoT, and large-scale enterprise digitization projects. I specialize in building and scaling Customer Success functions, owning complex software delivery, and stabilizing enterprise accounts in fast-growing and early-stage environments.My work sits at the intersection of delivery, operations, and customer outcomes — from leading enterprise IT-OT, EMS and custom implementations, to setting up repeatable CS processes like SOPs, health tracking, dashboards, and renewal workflows. I’m comfortable owning execution end-to-end while also mentoring teams, handling escalations, and partnering closely with product and engineering.I’ve helped reduce churn during high-risk phases, driven renewals and expansion through successful delivery, and contributed to building CS teams and operations from the ground up. I value simple, scalable processes and focus on outcomes that genuinely move retention, adoption, and long-term customer value.
Experience
Senior Customer Success Manager
Jan 2024 — Present · Mumbai, IN
Designing and Ideating the major client software deliverable by understanding what customer needs and what needs to be customized and delivered.2. Consulting customer to know what features make sense for their own use cases which helps in value creation for the customer and educating them on the solution and software.3. Mentoring and Leading the team of new associates, executives and managers of customer success on how to work with direct reports, create performance plans, and career tracks and guiding the team on how to achieve success in their client projects. Coached new customer success managers how to deal with a growing book of business, best practices, and churn.5. Reduced churn in significant amounts by building customer success and team and implementing retention strategies.
Education
Darrang College
Higher Secondary ( 10+2)
2016 — 2018
Tezpur College
Bachelor of Commerce - BCom
2018 — 2022
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