Saumitra Shekhar
Associate Director, Customer Success @Zuddl
Signup · Get unlimited contacts
WORK HISTORY
Associate Director, Customer Success @Zuddl
Toronto, ON, CA
Scale and lead Customer Success for 50+ enterprise clients, delivering 90% YOY NRR and a $500K increase in upsell revenue. Expanded the team into a Center of Excellence, reducing churn by 10% and boosting product adoption by 20%. Partnered with C-level leaders to refine an AI-enabled strategy, enhancing client engagement and reducing time-to-value by 25%. Launched a Customer Advisory Board, shaping product roadmaps, and developed GTM strategies for professional services, increasing expansion opportunities by 25%.
EDUCATION
Delhi Public School, Ranchi
HSC, Science
Ramaiah Institute Of Technology
Bachelor of Engineering (B.E.), Mechanical Engineering
Great Lakes Institute of Management
Master of Business Administration - MBA, Sales, Distribution, and Marketing Operations, General
SKILLS
ABOUT SAUMITRA SHEKHAR
Results-driven Customer Success Leader with over 10+ years of experience scaling teams, driving Net Revenue Retention (NRR), customer satisfaction, loyalty, and revenue growth for global enterprises like Google, Microsoft, Adobe, and Deloitte. Based in Toronto, Canada, I specialize in account management, designing customer journeys, optimizing client lifecycles, and leveraging CRM/analytics tools to maximize Customer Lifetime Value (CLV). Passionate about mentoring high-performing teams and aligning customer success with business goals.Professional Expertise • Customer Success Leadership & Strategy: Proven track record of leading customer success initiatives to achieve NRR >95%, YoY growth, and churn mitigation for enterprise clients. Skilled in crafting Go-to-Market (GTM) strategies and upselling/cross-selling to boost revenue. • Team Scaling & Performance Management: Built and scaled a Customer Success team from scratch to 15 members, defining KRAs, KPIs (CSAT, NPS, ARR, MRR), and automated workflows for efficiency. • Account Management & Lifecycle Optimization: Oversee end-to-end client journeys—onboarding, adoption, renewal—using AI-enabled playbooks and tools like Salesforce, HubSpot, and Rocketlane. • SaaS Metrics & Analytics: Expertise in tracking KPIs, forecasting growth, and using Tableau, SPSS/R, and SAP to drive data-informed decisions.Key Achievements • Zuddl (Associate Director, 2021-Present): Managed 50+ enterprise accounts ($100K+ ACV), achieving 95%+ quarterly NRR for 5 quarters. Designed customer advisory boards and GTM strategies for professional services, driving advocacy and upsell revenue. • Bizongo (Manager, 20••••21): Delivered QoQ NRR >120%, grew wallet share from 5% to 90%, and optimized supply chains during COVID-19, enhancing OTIF by 15%. • Deloitte (Consultant, 20••••19): Led sales/distribution consulting, improving client satisfaction by 25% and operational efficiency by 20% for Siemens. • Atlas Copco (Sales Engineer, 20••••15): Increased client retention by 20% and secured $8M+ projects, earning Best Sales Engineer Award for 250% target achievement.Technical SkillsProficient in Salesforce, HubSpot, Tableau, SAP, Lead Plus, and Microsoft Office Suite (Advanced Excel, PowerPoint) for CRM, analytics, and executive reporting.Let’s connect to explore how I can elevate your customer success strategy! Reach me at s••••••••@gmail.com or +16•••••••01.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.