Shiv Sharmaa
Manager of Customer Success @ Six Degrees | Driving Retention, Growth & NRR for Enterprise SaaS | Expert in Customer Health, QBRs & Leading High-Performing Teams
- Role
- Manager of Customer Success at Six Degrees
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Shiv Sharmaa
Most CSMs show up after something breaks. I show up three months before it does — and…
Experience
Manager of Customer Success
Apr 2024 — Present
Protected and grew a £4.5M ARR enterprise portfolio across Cloud, Connectivity, and Cybersecurity by architecting data-driven customer health scores and success plans, which reduced churn by 15% and directly strengthened the company\'s Net Revenue Retention (NRR). Generated ~£1M in expansion ARR by strategically partnering with Sales to identify and incubate cross-sell and upsell opportunities within existing accounts, moving beyond retention to become a key driver of top-line revenue growth. Championed a global customer advocacy initiative across UK, US, and China markets by owning critical escalations (95% resolution within SLA), which directly improved CSAT by 15% and boosted NPS by 30 points, solidifying the company\'s reputation for excellence. Drove product alignment and operational efficiency by collaborating with RevOps and Product teams to translate frontline customer insights into the product roadmap, reducing critical incidents by 25% YoY and ensuring the platform evolved to meet enterprise needs.
Education
Sambalpur University
Bachelor of Commerce - BCom, Accounting and Finance
2013 — 2016
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