Souptik Chaki

Associate Customer Success Manager @Okta

London, GB

Strategic Value Driver: Manage a blended portfolio of Corporate and Enterprise clients, delivering tailored success plans that have generated over $5M in new ARR and sustained a ~95% Net Revenue Retention (NRR) in FY24—exceeding industry benchmarks.Scale & Personalisation: Utilise customer success platforms and story building skills (ppt\'s, decks, in-person workshops etc.) to blend AI-driven automation with a high-touch approach—driving adoption, reducing churn, and enhancing value delivery.Proactive Risk Mitigation: Employ granular health scoring and predictive analytics to identify at-risk accounts early, design targeted interventions, and maintain strong retention metrics with a focus on Gross Revenue Retention (GRR).Cross-Functional Leadership: Collaborate with Sales, Product, Support, Renewals, and Engineering teams—aligning OKRs, influencing roadmap priorities, and ensuring cohesive identity and security management outcomes for customers.Trusted Advisor Role: Develop executive-level relationships and guide clients through their identity journeys, aligning solution adoption with strategic business goals and transforming BAU customers into strategic growth partners.Continuous Improvement: Maintain product expertise through certifications, ongoing training, and thought leadership—aligning with emerging trends in identity, digital success, and enterprise SaaS.

Vellore Institute of Technology

Bachelor of Technology

Delhi Public School

High school

Cranfield School of Management

Master's degree

Universitat Politècnica de València (UPV)

Master of Science - MS