Varun Grover

Senior Customer Success Manager @Marchex

Toronto, ON, CA

At Marchex, I manage 11 strategic enterprise SaaS accounts representing over $5 million in ARR. My role is about more than renewals — it’s about building lasting partnerships that deliver measurable business outcomes. • I act as a trusted advisor to executives, aligning product capabilities with strategic objectives and influencing roadmaps based on customer insights. • I develop mutual success plans and outcome-focused adoption strategies, ensuring clients achieve their goals while maximizing ROI. • By leveraging Salesforce data, adoption metrics, and NPS insights, I proactively identify risks and craft targeted interventions to prevent churn. • I design and deliver custom enablement programs, webinars, and playbooks, helping end users adopt new workflows quickly and efficiently. • Through quarterly and bi-annual executive reviews, I present actionable recommendations that connect product usage to business impact. • I also champion the voice of the customer internally, contributing to published case studies, testimonials, and advocacy programs that highlight client success stories.

HEC Montréal

Master of Business Administration - MBA, Finance and Strategy

Delhi University

Bachelor of Science - BS, Mathematics