Chirag Gilhotra Email & Phone Number

As a seasoned Customer Success professional with over 6 years of experience, I excel in leading teams to deliver exceptional client experiences and drive customer retention. Currently serving as a Lead Customer Success Manager, I manage a dynamic team and a portfolio of 400+ Clients (SMB+Enterprise), maintaining a churn rate below 7% YoY and driving an ARR of INR 40 million. My strategic initiatives have significantly enhanced client onboarding, resulting in a 25% reduction in onboarding time and a notable 6-point increase in NPS.Key strengths include:Customer Retention & Growth: Proven track record in maintaining high customer satisfaction and loyalty, evidenced by impressive NPS scores and reduced churn rates.Process Optimization: Expertise in streamlining processes to enhance efficiency, leading to improved client experiences and operational excellence.Cross-functional Collaboration: Skilled in working with sales, marketing, product, and technology teams to align efforts and achieve organizational goals.Revenue Generation: Successfully identified and capitalized on upsell and cross-sell opportunities, driving significant revenue growth.Leadership & Training: Effective in mentoring and training Customer Success Managers, fostering a culture of continuous improvement and customer advocacy.I thrive in fast-paced environments, adapting quickly to changing demands while maintaining a focus on long-term strategic goals. Committed to professional development, I stay updated on industry trends and leverage data-driven insights to inform decision-making.

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  Chandigarh Engineering College

  Mechanical Engineering