Yogesh Kumar
Customer Success Leader | 12+ Years Driving Enterprise Retention, Expansion & Strategic Client Partnerships | SaaS | Global Accounts (US, EMEA)
- Role
- Sr Customer Success Manager at Sakon
- Location
- Pune, MH, IN
- LinkedIn followers
- 500 followers
About Yogesh Kumar
I am a Customer Success and Client Services leader with over 10 years of experience helping organizations retain, grow, and deepen relationships with enterprise customers. I specialize in building trusted partnerships that translate customer goals into measurable business outcomes.My background spans managing complex, global accounts across SaaS environments, where I have consistently driven retention, renewals, and expansion by combining strategic planning with strong stakeholder management.What I do best:* Lead and grow enterprise customer relationships with a focus on retention, renewal, and expansion* Align customer outcomes with commercial and operational objectives* Partner cross-functionally with Sales, Product, Operations, and Engineering to deliver value* Navigate escalations and complex account dynamics with clarity and ownershipI believe Customer Success is not a support function—it is a growth function. My approach is data-driven, structured, and human-centric, ensuring customers see tangible ROI while feeling genuinely supported.Looking ahead, I am motivated to work with organizations that view Customer Success as a strategic lever for scale and long-term value, and where strong client partnerships are central to business growth.
Experience
Sr Customer Success Manager
Aug 2024 — Present · Pune, IN
Own a portfolio of 12+ enterprise customers across the US and EMEA, managing $1.5M+ ARR with full accountability for retention, expansion, and customer satisfaction- Act as the primary escalation owner, resolving complex client issues and driving outcomes across Product, Engineering, Operations, and Support- Maintain 80–90% retention across managed accounts while reducing churn to below 20% through proactive risk identification, value realization, and commercial alignment- Increased application adoption by 30% through structured onboarding, enablement sessions, and ongoing value-led engagement- Led internal efficiency initiatives, improving CSM productivity by 20% through Jira support rollout, standardized documentation, and internal training programs- Partner closely with leadership to refine service delivery processes, improve operational visibility, and elevate enterprise customer experience- Ensure accurate executive-level reporting and account visibility through Salesforce and Gainsight, supporting renewals, forecasting, and leadership reviews.
Education
St. Thomas' College Dehradun
ICSE, Science
2007 — 2009
Noida Institute of Engineering & Technology
Bachelor of Technology (B.Tech.), Electronics and Communications Engineering
Liverpool John Moores University
Master of Business Administration - MBA, Business Administration and Management, General
2020 — 2022
Institute of Management Technology, Ghaziabad
Post Graduate Program in Management, Business Administration and Management, General
Skills
- English
- Microsoft Project
- Microsoft Word
- Team Leadership
- Project Management
- Customer Service
- Project Delivery
- Vendor Management
- Management
- Analysis
- Project Planning
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