Accomplished SaaS Customer Success Manager with over 6 years of experience in driving customer satisfaction and fostering business growth. Successfully built and led a customer success team from the ground up in a startup, developing operational processes that resulted in a 92% retention rate. Developed an innovative customer health scoring system that predicted churn with 85% accuracy, leading to a 20% increase in upsell and cross-sell opportunities. Consistently achieved a CSAT score of 4.7 out of 5, with strong expertise in leading cross-functional teams and executing strategic initiatives to achieve organizational success.
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Saas Customer Success ManagerCareer Troops Jun 2023 - PresentBengaluru, Karnataka, IndiaLed end-to-end process setup for the Customer Success Managers Team, achieving 98% Customer onboarding and 100% ticket closure on the same day.Increased upsell and cross-sell opportunities by 20%.Implemented a customer health scoring system (RAG System) that predicted churn with 85% accuracy, enabling proactive intervention.Built a customer success team from scratch in a startup and established operational procedures to enhance customer satisfaction and retention.Achieved a 92% customer retention rate, exceeding company targets by 12%.
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Customer Success ManagerByju'S Jun 2022 - Jun 2023Mandya, Karnataka, IndiaManaged day-to-day operations of the offline center, ensuring seamless functionality and exceptional servicedelivery.Collaborated with sales, marketing, tech, and product teams to improve product features and address customerneeds.Executed upselling and cross-selling strategies to enhance revenue and customer engagement.Conducted sales training for team members to maximize upselling and cross-selling potential.Achieved a 93% retention rate and was recognized as the top performer in Karnataka for retention and key metricslike CSAT and NPS. -
Customer Account ManagerVedantu Nov 2020 - May 2022Bengaluru, Karnataka, IndiaOnboarded customers and provided comprehensive training on product features and usage.Implemented upselling and cross-selling strategies to increase revenue and improve customer satisfaction.Coordinated with sales teams to identify customer needs and offer appropriate upsell and cross-sell solutions.Led a team of 3 account managers, achieving a 90% retention rate in the commerce project.Awarded twice for best performance in CSAT and NPS scores (4.7/5). -
Customer Success SpecialistExpert Education Nov 2018 - Nov 2020Kundapura, Karnataka, IndiaManaged day-to-day operations of the offline center, ensuring seamless functionality and exceptional servicedelivery.Onboarded customers and trained them on product features, ensuring high levels of satisfaction.Addressed and resolved customer queries within TAT, contributing to improved customer experience.Assisted in developing and executing upselling and cross-selling initiatives to enhance customer value.Worked closely with the sales team to support upselling and cross-selling efforts.
Sandeep K Education Details
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Engineering/Industrial Management
Frequently Asked Questions about Sandeep K
What company does Sandeep K work for?
Sandeep K works for Career Troops
What is Sandeep K's role at the current company?
Sandeep K's current role is SaaS Customer success manager.
What schools did Sandeep K attend?
Sandeep K attended Pes College Of Engineering, Mandya.
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Sandeep Rana
Java Consultant | Okta Certified Administrator | Newgen Apps Consultant | Database ConsultantAhmedabad
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