Sourabh Tomertm
Client Success Leader | Project Management | B2B SaaS | Onboarding, Implementation, Adoption & Retention | Experience across North America, Europe & APAC
- Role
- Team Leader Customer Success at Birdeye
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Sourabh Tomertm
Customer Success Leader | Team Lead | SaaS Implementation | People Manager I build…
Experience
Team Leader Customer Success
Jun 2022 — Present · Gurugram, IN
Key Responsibilities:•Lead the North America & Canada Customer Success Implementation team (10 CSMs), driving success for Mid-Market and Enterprise clients; previously managed the Australia Implementation team of 10 CSMs.•Architect and scale the post-sales journey by building SOPs, playbooks, and training programs that improve adoption, retention, renewals, and NPS.•Collaborate with Sales, Product, Engineering, Support, and Operations to deliver seamless onboarding, integrations, and lifecycle management.•Drive customer outcomes, account growth, advocacy, and health through adoption strategies, proactive engagement, and success planning.•Build a high-performing post-sales organization through process optimization, technology adoption, and team hiring, coaching, and mentoring.•Technical expertise in APIs, automation, and integrations via Zapier, Sikka, Redox; skilled with CRMs like Salesforce, HubSpot, Clio, Keap, QuickBooks, NexHealth, Square, Dentrix; and support platforms such as Zendesk.•Oversee high-value client onboarding, ensuring smooth implementation, automation, and measurable success milestones aligned with customer goals.•Develop trusted advisor relationships with executives and stakeholders, conducting QBRs and syncs to align adoption with business objectives.•Manage at-risk accounts and escalations, applying proactive playbooks and communication to reduce churn and maximize retention.•Translate SaaS product features into measurable client value, deliver tailored training, and influence lifetime value and revenue growth.•Recognized for strategic leadership, operational excellence, and cross-functional collaboration, consistently driving customer success and business impact.Core Skills: Customer Success Leadership | SaaS Implementation | Onboarding & Adoption | Retention & NPS | Growth Strategy | Cross-Functional Collaboration | CRM & Integration Management | Team Coaching | Escalation & Churn Management | Customer Experience Strategy
Education
Amity University
B.tech, Mechanical Engineering
Amity University
Master of Business Administration - MBA, Marketing and Sales
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