Shubham Khatri
Customer Success Manager | SaaS B2B | Driving Customer Growth & Retention, Up-sell & Cross-Sell | 6+ years of exp. in US Region | CRM Specialist | Process Control & Development | Adoption & Churn Management
- Role
- Customer Success Manager at Talocity Inc
- Location
- Delhi, IN
- LinkedIn followers
- 500 followers
About Shubham Khatri
Customer Success leader with over 6 years of experience driving retention, adoption, and account growth across SaaS and service-based businesses. I’ve worked closely with U.S. clients, leading onboarding, support, and engagement strategies that reduced churn by 10% and improved retention by 15%. At Unirac, I built scalable customer success processes and dashboards, while at Talocity, I manage key enterprise SaaS accounts—owning UATs, client communication, and feature rollouts in close collaboration with product and tech teams. Certified in Customer Success, I bring a data-driven, customer-first mindset focused on delivering measurable outcomes and long-term value.
Experience
Customer Success Manager
Mar 2025 — Present · Gurugram, IN
Manage end-to-end customer success lifecycle: onboarding, adoption, retention, and expansion# Own NPS and CSAT metrics; implement feedback-driven improvements# Handle escalations with speed and cross-functional collaboration# Advocate for customer needs with Sales, Product, Tech, and Support teams
Education
SVKM's Narsee Monjee Institute of Management Studies (NMIMS)
Master of Business Administration - MBA
2022 — 2024
St. DOMINICS SR. SEC. SCHOOL , MATHURA CANTT.
Mathematics
Delhi College of Technology & Management (DCTM)
Bachelor's degree
2012 — 2016
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