Sakshi Shukla

About Sakshi Shukla

Customer Success professional with a strong foundation in SaaS, renewals, account management, and data-driven decision-making, experienced in managing enterprise and mid-market customers across global regions including North America, Australia, EMEA, APAC, and Hong Kong.Currently working as a Customer Success Analyst at insightsoftware, I own and manage a defined book of business, driving renewals, retention, Gross Revenue Retention (GRR), and expansion opportunities. I partner closely with customers to understand their business objectives, improve product adoption, mitigate risk, and ensure long-term value realization throughout the customer lifecycle.My experience spans renewal strategy, account health management, stakeholder engagement, and revenue growth, with a proactive focus on identifying upsell and cross-sell opportunities aligned to customer goals. I regularly leverage usage data, analytics, and dashboards to monitor adoption trends, flag at-risk accounts early, and support informed renewal and expansion conversations.Prior to insightsoftware, I worked in key account management and customer-facing roles at SaaS organizations, where I led renewals, in-person and remote customer engagements, executive alignment, and ARR growth initiatives. I have collaborated cross-functionally with Sales, Support, and Product teams to deliver consistent customer outcomes and improve retention performance.With an early career background in software engineering, data analytics, and CRM platforms, I bring a technical and analytical mindset to customer success, allowing me to translate complex product capabilities into clear business value for customers. I am comfortable working with CRM systems, Excel reporting, SQL-based insights, and BI-driven analysis to support customer strategy and operational efficiency.I am passionate about customer advocacy, relationship building, and scalable success strategies, and I thrive in roles that combine customer engagement, analytics, and revenue ownership. I am actively focused on growing as a Customer Success Manager / Renewals or Account Growth leader within high-impact SaaS environments.

Experience

1. Customer Success Analyst

   insightsoftware

   Nov 2024 — Present · Hyderabad, IN

   Own and manage a portfolio of enterprise and mid-market customers across North America (primarily US), Australia, Hong Kong, EMEA, and APAC, driving renewals, retention, and long-term account growth in a fully remote engagement model.Lead renewal planning and execution, including renewal forecasting, contract coordination, and stakeholder alignment, with a strong focus on Gross Revenue Retention (GRR) and renewal growth.Partner closely with customers to understand business goals, usage patterns, and success criteria, aligning product capabilities to measurable outcomes and ensuring consistent value realization.Drive ARR growth and expansion by proactively identifying upsell and cross-sell opportunities through adoption insights, account health signals, and strategic success conversations.Execute customer engagement and adoption strategies to increase product utilization, reduce risk, and support long-term customer outcomes across diverse global regions.Monitor account health using data, dashboards, and usage visualizations, identifying early risk indicators and implementing risk mitigation plans to protect retention.Act as a trusted advisor and primary point of contact, managing executive and day-to-day stakeholder relationships while coordinating internally across Sales, Support, and Product teams.Maintain a proactive approach to at-risk accounts, renewal readiness, and lifecycle management, ensuring customers remain aligned, informed, and successful throughout their journey.

Education

• G.H. Raisoni College of Engineering(GHRCE), Nagpur

  Bachelor of Engineering