Sangeeta Santra

Customer Success Manager @Keka HR

Hyderabad, IN

As a Customer Success Manager managing a portfolio of 100 accounts, my role is a mix of strategic planning, relationship building, and continuous value delivery. Here’s how I approach it:Client Relationship Management: Building and nurturing long-term relationships with key stakeholders to ensure a personalized, high-touch experience.Proactive Support: Anticipating potential issues and addressing them before they become roadblocks, ensuring clients stay satisfied and engaged.Onboarding & Training: Guiding new customers through onboarding, offering training sessions, and ensuring a smooth transition from sales to support.Value Delivery: Regularly checking in to ensure clients are maximizing the value of our product, helping them achieve their business goals.Account Health Monitoring: Using data-driven insights to monitor the health of accounts, identifying opportunities for growth or areas of risk.Renewals & Upsells: Collaborating with the sales team to drive renewals and identify upsell/cross-sell opportunities based on customer needs.Customer Advocacy: Acting as the voice of the customer internally, advocating for their needs while helping align product features to their goals.Reporting & Feedback: Providing customers with regular updates on their progress and gathering feedback to continually improve the customer experience

Lovely Professional University

Master of Business Administration - MBA, Finance, HR

St. Mary's College, Yousufguda

Bachelor's degree, Computer Science