Suddhasheel S.
CSM at Monster India || Retention || Escalation || Renewal || B2B || PAAS || SAAS || Ex Amazon || Ex Teleperformance
- Role
- Customer Success Manager at Monster India
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Suddhasheel S.
Customer Success and SaaS Consultant with 9+ years of experience in Account Management…
Experience
Customer Success Manager
Apr 2023 — Present · Hyderabad, IN
Primary Point of Contact: Served as the trusted advisor for a portfolio of 200+ clients, ensuring seamless onboarding, training, and ongoing adoption of products and services. Maintained a 94% customer retention score by proactively addressing client needs and delivering tailored solutions.• Customer Satisfaction Champion: Conducted regular check-ins to assess client satisfaction, address concerns, and identify opportunities for up-selling and cross-selling. Spearheaded initiatives that led to a 95% rise in customer satisfaction scores (C-SAT) through personalized strategies and a client-centric approach.• Salesforce Proficiency: Demonstrated expertise in Salesforce CRM for generating quotations, tracking renewals, and creating detailed reports. Leveraged customer data to identify growth opportunities and provide actionable insights for product improvements and feature enhancements.• Strategic Collaboration: Partnered with sales, marketing, and creative teams to design and implement targeted customer success strategies. Developed impactful customer support content that enhanced client engagement and product adoption.• Training and Enablement: Led training sessions for clients, empowering them to maximize the value of the Foundit portal and other tools, significantly improving their user experience and satisfaction.• Metrics-Driven Performance: Monitored and analyzed customer success metrics, including retention rates, customer health, and cross-sell/upsell opportunities, ensuring data-driven decision-making to foster growth and retention.• Relationship Management: Established and nurtured long-term relationships with clients as a strategic partner, driving continuous value and strengthening loyalty to the brand.• Team Collaboration and Leadership: Contributed to fostering a collaborative, customer-focused work culture, ensuring the success of the entire department by aligning team efforts with organizational goals.
Education
B.P. Poddar Institute Of Management and Technology
Bachelor of Computer Application, Computer Programming, Specific Applications
2008 — 2011
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