Swagath Acharya

Customer Success Manager @Vertex Inc.

Managed a portfolio of strategic / enterprise SaaS accounts, driving customer retention, renewals, and expansion revenue through proactive success planning and executive stakeholder engagement.2. Improved Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) by strengthening customer lifecycle management, identifying risk signals early, and executing targeted churn-reduction strategies.3. Led Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) with senior customer stakeholders to align product adoption with business outcomes and demonstrate measurable value realization.4. Drove product adoption and accelerated time to value (TTV) by partnering with onboarding, implementation, support, and product teams to deliver a seamless customer journey.5. Built and executed customer success playbooks, account success plans, and engagement strategies that improved customer health, reduced escalations, and increased long-term account value.6. Identified and influenced upsell and cross-sell opportunities by aligning customer use cases with business goals, contributing to expansion pipeline and revenue growth.7. Monitored customer health scores, usage trends, renewal risks, and executive sentiment to improve account planning, renewal forecasting, and proactive intervention.8. Collaborated cross-functionally with Sales, Product, Support, and Delivery teams to resolve escalations, improve customer experience, and strengthen retention outcomes.