Sayak Ray

Senior Customer Success Manager @Diligent

Vancouver, BC, CA

Led a team of customer success professionals in delivering exceptional service to a portfolio of key clients - managed QBRs, check-ins/reviews and org health checksDeveloped and implemented client engagement strategies to drive customer satisfaction and retention. Implemented new initiatives that led to a ~8% improvement in client retention in a span of 5 monthsCollaborated with cross-functional teams (Customer Success, Legal, Product, Implementation, Engineering and Support), to ensure seamless delivery of products and services. Coordinated with internal teams to resolve client issues and escalations promptlyIdentified upsell and cross-sell opportunities, closed key deals and coordinated with cross-functional teams till closure - resulting in a ~3.5% increase in revenue for the related functionDesigned and launched scalable, repeatable engagement models across premium customer success tiers, driving a 15% improvement in time-to-value for enterprise clients.Developed and standardized a global library of customer success playbooks, frameworks, and toolkits used by over 100+ CSMs across regions.Partnered with Sales, Product, and CS leadership to evolve service offerings and align delivery methodologies with customer needs and business outcomes.Established KPI dashboards and quality benchmarks, resulting in consistent, data-driven assessments of paid tier effectiveness and customer satisfaction.Led cross-functional initiatives to refine onboarding and value realization strategies, improving adoption rates by 18% in the first 6 months.Acted as a center of excellence and subject matter expert on service design, practice management, and customer-centric delivery.Led, mentored and coached junior managers and team members, building a high-performing team focused on delivery excellence.