Director Relationship Management
Edge December 2025- Present
Pitched and implemented Relationship Management (Customer Success) model at Edge.
Reduced churn down to 5% in Q1 2026 compared to historical 15%-18% quarterly churn rate for 2024 and 2025.
Improved activity logs from 20% compliance to 92% in Q1 2026.
Increased Customer BoB coverage by 70% in Q1 2026.
RM driven upsells led to 70% attainment in Upsells target.
Reduced contact and account data discrepancy by 61% in Q1 2026.
Designed & Implemented 16 process changes in SFDC building foundation of RM team in 3.5 weeks.
Designed and mapped JDs and KPIs for the RM team.
Launched customer sentiment, CSAT, Zoom dialer, reporting and dashboards, call dispositioning, Zoom AI, risk cases, personas along with revamping churn categorization.
Designed training content and lead training sessions for RM team.
Senior Manager - Talent Success
Edge Aug 2024 - November 2025
Increased BoB coverage from 40% to 90% by restructuring the team from 28 to 8, improving efficiency, reducing operational burn, & optimizing workflows.
Transitioned coordination from 500+ Slack channels to Salesforce, streamlining workflows, enhancing visibility, & improving collaboration.
Implemented 14 process improvements in Q4, automating manual tasks, eliminating inefficiencies, & standardizing best practices.
Developed playbooks to enhance engagement, increasing average team talk time from 4 to 10 minutes & improving relationship-building.
Strengthened internal communications by boosting Town Hall attendance by 20% & ensuring 100% on-time newsletter delivery.
Revamped surveys, increasing satisfaction by 25% & actionable response rates by 70%, leading to enhanced talent insights.
Designed an SFDC reporting, dashboards & forecasting model. Forecasting 80% of customer sentiment in a quarter & launched a performance dashboard aligning teams with KPIs.
Established the Talent Advisory Board & introduced two new roles to enhance Talent Success & leadership collaboration.
Associate Manager - Customer Success Enablement
Motive Aug 2023 - Aug 2024
Spearheaded the development of an enablement roadmap for a $500+ million CS organization with 95 FTEs, resulting in a 100% completion rate & drove 100% adoption of initiatives.
Generated an additional $1 million in revenue within two quarters of implementing a negotiation & retention playbook with a robust early termination fee process.
Boosted call quality scores by 30% within three quarters through targeted training on the GROW model.
Reduced new hire ramp-up time by a week by revamping the onboarding program, leading to a 27% increase in new hire recommendations.
Boosted forecasting accuracy by 34% after spearheading the redesign & rollout of a new forecasting process.
Established a product knowledge baseline through a highly successful Product Knowledge Assessment with a 94% participation rate, informing further product training initiatives.
Centralized & streamlined 100% of the Customer Success team’s documents & playbook.
Associate Manager - Customer Success
Motive Dec 2021 - Aug 2023
Led a team of 8 that consistently exceeded goals, maintaining $9 million ARR in 2022.
Developed team expertise through 62 SME sessions, 54 mock EBRs, 36 Product Knowledge & 59 call feedback sessions. Consistently surpassed team KPIs for five consecutive quarters (2022-2023).
Elevated forecasting ability to 12 months in advance, enabling strategic planning.
Championed customer success, generating an impressive $2.4 million in CSQL revenue from 2022-2023.
Maintained an exceptional churn rate below 6% in 2022 through proactive engagement strategies & effective account management.
Amplified customer touchpoints by 77% via a redesigned EBR format that fostered deeper conversations.
Actively participated in revamping the hiring process, conducting 38+ interviews & candidate presentations in 2022, contributing to building a high-performing team.
Customer Success Manager - Commercial Segment
Motive Dec 2020 - Dec 2021
Managed a portfolio of 100-150 accounts with an estimated Annual Recurring Revenue (ARR) of $4 million, achieving the highest revenue generation among peers through strategic customer engagements.
Recognized as the best performing Customer Success Manager in 2021, with the highest number of Executive Business Reviews conducted (190) & a 90% touch rate across the book of business.
Led value based conversations with highest average talk time per call of 13 mins in 2021 leading to highest revenue generated through CSQLs worth $400k.
Successfully expanded & retained book of business with 100%+ NRR & 90% - 95% logo retention rate for 2021.
Increased team capacity by mentoring & delivering trainings to new hires.
De-escalated more than 26 accounts successfully retaining ARR worth $900k approximately.
Customer Success Manager - Enterprise Segment
Zones llc Nov 2018 - Dec 2020
Sales Operations Executive
Konsolidated Dec 2017 - Nov 2018
Senior Team Lead & Manager
Content Verge Nov 2015 - April 2017
Senior Operations Assistant
Dine Delight Catering & Events Jan 2012 - Nov 2015
