Sakshi Sushil Kumar
SaaS Customer Success Strategist | Expert in Portfolio Management, Churn Reduction & Upsell Growth
- Role
- Manager, Premier Customer Success Management at IBM
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Sakshi Sushil Kumar
True success lies not only in closing deals, but in building relationships that turn…
Experience
Manager, Premier Customer Success Management
Nov 2023 — Present · Bengaluru, IN
Delivering strategic growth, retention, and service excellence across a $40M SaaS portfolio by scaling customer outcomes and enabling a high-performing team of 8 within a global enterprise setting.Achievements:1. Delivered outcomes across a $40M premier SaaS portfolio spanning multi-million-dollar ACV accounts2. Increased GRR to 92% and NRR to 104% through structured planning and global upsell strategies3. Recovered RED accounts and generated ~$1M in new service revenue via targeted save initiatives4. Built and deployed the “CS India 2.0” program, improving team efficiency by 25%5. Advocated for customer needs in roadmap discussions, influencing product enhancements6. Improved renewal outcomes through churn analysis, cross-training, and dashboard-driven visibility
Education
INSEAD
Executive Education, Strategy, Innovation and Leadership
REVA ITM, Bangalore
Bachelor of Engineering (B.E.), Electronics and Communications Engineering
2011 — 2015
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