- Leading a cross-functional team in collaboration with Leadership to address customer pain pointsand implement effective solutions- Implemented data-driven action plans based on NPS analysis, resulting in 22% increase in customersatisfaction and an overall 15% NPS growth- Proactive interventions based on churn insights resulted in maintaining the churn under 1%,effectively protecting against potential revenue losses and exceeding retention targets- Elevated customer satisfaction through regular monitoring and coaching of CSMcommunication, fostering consistent, personalized interactions and maintained a consistent CSAT above 85%- Established a candid feedback loop and facilitated personal growth through regular 1:1s, fostering open communication and continuously improving team capabilities in handling complex customer scenarios- Utilized advanced communication and upselling techniques to craft an action plan for increasedNDR by nurturing customer connections and introducing customized upselling strategies, thathelped in exceeding revenue goals

- Build and manage the onboarding of the customers - identified broken elements in thecustomer journey and increased the onboarding of customers by 15%- Extract actionable insights from customer engagements which then was used for Productdevelopment- Reducing the over all churn and eradicate the elements which are contributing towards it -Reduced Monthly Churn by 40%- Train and on-board new team members and cultivate the culture of true Customer Success- Integrated best in breed tools for communication with the customers- Introduced CSAT for the communication tools and we maintained a CSAT above 90%- Working on resource development plan and get the efforts recognized for the deserving teammembers

- Proactive monitoring of customer health scores to maximize Lifetime Value- Advocating on customers' behalf regarding issues and concerns- Focusing on customer retention and control churn rate- Helping customers in keeping their websites secure- Collaborating with product and/or security team to patch any highlighted Vulnerability- Suggestion of new features according to customers' requirements and changing trends- Training and onboarding of new team members

- Help customers through live chat/phone calls- Build long-term business relationships- Manage customer accounts and their monthly spending- Work on product improvements and developments- Train and onboard new team members- Manage the whole team and their progress to improve productivity