Sagarica Brahma
Digital Customer Success Manager Global Saas Client (Business Process Management Platform) @Persistent Systems
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WORK HISTORY
Digital Customer Success Manager Global Saas Client (Business Process Management Platform) @Persistent Systems
Kolkata, IN
Customer Success Manager supporting enterprise customers of a German BPM SaaS platform, focused on onboarding, adoption, and digital engagement.Owned digital customer onboarding and adoption for ~25–30 enterprise and mid-market SaaS customers across Asia-Pacific region.Designed and managed scaled / low-touch customer success programs, contributing to a ~20–25% reduction in repetitive onboarding and “how-to” customer queries through improved self-service enablement.Built and curated customer enablement content (videos, guides, walkthroughs), driving ~30% higher engagement with onboarding resources among low-touch customer segments.Managed Digital Engagement Rooms (DERs) used as customer-facing portals, supporting consistent onboarding experiences across multiple regions and customer tiers.Executed lifecycle email engagement using Gainsight CS, achieving average open rates of ~30–35% and click-through rates of ~8–12% across onboarding and adoption campaigns.Analysed product usage and feature adoption using Gainsight PX, helping identify early adoption gaps and contributing to improved feature uptake during the first 90 days post-onboarding.Translated Voice of Customer (VoC) insights from inbound queries and customer feedback into scalable enablement assets, reducing dependency on 1:1 support interactions.Partnered with product owners and solution teams to align customer pain points with adoption-focused enablement initiatives and content priorities.
EDUCATION
Our Lady Queen Of The Missions School
High School Grad, Science
Indian Institute of Management, Shillong
Master of Business Administration - MBA, Business Administration and Management, General
West Bengal University of Technology, Kolkata
Engineer's Degree, Electronics and Communications Engineering
ABOUT SAGARICA BRAHMA
I build scalable Digital Customer Success programs for enterprise SaaS.With 10+ years across engineering, enterprise IT marketing, and customer success, I currently lead the development of a global Digital Customer Success function for ARIS via Persistent Systems. I manage an 8-member team driving structured lifecycle engagement, product adoption, and enablement across 200+ enterprise customers.My work connects usage analytics (Gainsight CS & PX), lifecycle campaigns, and content strategy to improve feature adoption, increase engagement, reduce manual CSM effort, and support retention at scale.I bring a marketing mindset into Customer Success — segmentation, structured messaging, data-backed measurement — and apply it post-sale to turn engagement into measurable product value realization.
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