Varun Kaushal

CELL (+91) 9990883639 • E-MAIL varunkrai15@gmail.com

PROFILE

● Enthusiastic professional with 12+ years extensive work experience in Customer Success & sales
across multiple industries including SaaS (Digital Adoption, Travel Tech), consulting services,
workspace solutions & Fintech.
● Completed Master’s in Business Administration from Australian Catholic University (ACU - Sydney) in
2012
● Experience working with CRM tools, SaaS, MS Office Suite, Cloud HRIS solutions, Mobile
Applications, HUBSpot and ERP technologies

EXPERIENCE

Razorpay
Dec ‘21 - Present
Functional Head, Associate Director Customer Success
Roles & Responsibilities

● Leading customer experience and growth for RazorpayX managed account portfolio of Enterprise,
Mid-market and SME merchants.
● Lead a team of 20+ customer success managers to drive and manage upsell, cross sell, retention,
churn, customer advocacy and higher product adoption.
● Draw & execute bottoms up strategy and forecasting for the function FY ‘23 | 24
● Define team and individual OKRs - quarterly & annual targets including operational metrics. Develop a
system of tracking these metrics to drive success.
● Align with cross functional teams sales, marketing, product, support & operations, engineering &
finance to drive related cross functional pod output for growth.
● Align with executive leadership around key metrics and objectives. Drive monthly meeting with
executive leadership team on quarterly | annual quota achievement.

Key Achievements

● CSAT score improved by 120% in FY ’23

● Led to an 2x increase in NPS score for both dashboard and non dashboard users
● Increased product per customer from 1.5 PPC to 4PPC across SME, Mid-market & Enterprise
merchants.
● Reduced Churn from 22% to 5% in FY ’23
● Achieved renewal rate of 98% with increase in annual revenue
● Achieved Balance Growth from 120 Cr to 550 Cr, 4.5x growth in GMV volumes. 120%
achievement against the set annual Quota for FY ’23
● Achieved 150% growth in our lending business, 130% overall achievement on the set annual
quota for FY ’23.
Whatfix
August ’20 - Dec ‘21
Associate Director, Account Management
Tenure - 1.4 years
Roles & Responsibilities

● Drive high engagement and demonstrate value realization & ROI of Whatfix through Executive
Business Reviews and other channels. Drive Go to Market strategies to expand footprint of our product
within large enterprises customers
● Collaborate effectively with sales engineering, business development, marketing, and product teams to
build pipeline
● Prospect within named existing accounts to generate pipeline, create opportunities and maintain high
retention rate on the portfolio
● Consistently deliver license and recurring service revenue targets in your assigned portfolio
● Build a trusted advisor relationship with your customers, including building relationships with the key
contacts and customer executive team

Key Achievements

● Deployed strategies to increase CSAT score by 30% by demonstrating ROI of the product,
increasing adoption within strategic accounts
● Achieved 105% of the overall quota in the first Quarter Q4 2020, 100% in Q2 2021
● Closed 2 contracts in FY 2020 within existing accounts resulting in $150k
● Achieved 90% conversion rate on Enterprise leads
● Worked with large enterprise clients United Parcel Service, GEICO, DaVita, Bausch Lomb,
Triumph Group, Humana & Hollister Incorporated
● Technologies Used – Slintel, Salesforce, Jira, Zoominfo, Outreach, Totango, Linkedin
Navigator

Savills India
June’19 - July’20
Associate Director, Commercial Advisory
Tenure - 1.2 years
Roles & Responsibilities

● Responsible for leading a team focused on delivering solutions related to CRM(Salesforce.com),

Vskout, HONO, Stargate and CRE Matrix.
● Responsible for launching “Workthere.com” global online technology platform for flexible workspaces
in India. Increased sales by 22% after implementing the program
● Proactively engage in business development activities through networking, industry seminars,
leveraging the existing and new relationships with developers and enterprises particularly focusing on
sourcing and origination of quality supply and demand
● Ensuring optimum client service delivery and engagement - calls, meetings, site visits, presentations,
follow up, accurate & timely submission of company proposals to prospective clientele and overall
governance during the execution phase..

Key Achievements

● Achieved 105% of the overall quota for the FY 2019

● Closed 14 contracts in FY 2019 resulting in $450k in new revenue
 ● Achieved 90% conversion rate on Enterprise leads
● Worked with some large enterprise clients – Softbank, Bytedance, Thoughtworks, Sterlite
Technologies, UnderArmour, Jukin Media, Alight Solutions, HP, Samsung, Aristocrat, ESPN,
Gartner, Uber
● Technologies Used – Virtual Tours Vskout, Workthere & Commercial Cube

WeWork India Pvt Ltd

July ‘17 - June’19
Lead – CSM
Tenure - 2 years
Roles & Responsibilities

● Create and execute a vision and strategy for Success Management, prioritizing product adoption,
positive customer experience, and growth via gross renewals and net retention enhancements.
● Develop the Enterprise strategy and grow Enterprise membership of Fortune 1000 companies, while
continuing to support the WeWork brand and community
● Establish and maintain proactive communication with key stakeholders through strategic follow-ups,
monthly reporting, and quarterly business reviews.
● Build and motivate an Enterprise account management team in support of the strategic plan. Assist
and coach team members in all phases of the selling process to achieve agreed-upon targets and
performance metricsRepresent WeWork in external meetings and directly work with C-level executives
in partner companies to provide solutions to match their needs and ensure end to end execution
● Liaise with cross-functional teams within WeWork such as Product, Technology, Legal, Marketing,
Operations, PR etc to develop new capabilities and achieve deliverables

Key Achievements

● Achieved 100% renewal rate in Q2,Q3 FY ‘19

● Improved CSAT by 70% within Enterprise accounts
● Quota achievement for FY 2017 (98%) & FY 2018 (125%)
● Closed 54 service agreements in FY 2017,2018 resulting in USD 7.5 million in new revenue ▪
Achieved 87% conversion rate on Enterprise leads
● Worked with some large enterprise clients – Godaddy, Gartner, Bytedance, Verisk. Becton
Dickinson, Ruckus Wireless, Farfetch, Rackspace, Wood Group, United Airlines, Salesforce,
Thoughtfocus, Economist, Volkswagen

RateGain Travel Technologies

July’13 - July’17
Sr. Customer Success Manager
Tenure - 4 years
Roles & Responsibilities

● Responsible for the inception/growth of the global markets (North America, Europe & APAC) which
involved acquisition of Enterprise accounts and handling the P&L of the travel technology division.
● Primary owner and escalation point for Account mining, Client Relationships, Sales, Revenue
attainment, Contract Renewals, contractual negotiations and managing the Delivery of the Product to a
portfolio of +22 Enterprise customers who contributed 30% of the total revenues of the organization.
● Quarterly Business reviews with CXOs, Revenue Managers, Product Owners and taking strategic and
tactical decisions with them to increase production.
 ● Worked closely with the in-house product and engineering teams to develop and test several products
such as Rate Audit for GDS, Rate Shopping User Interface for OTAs, Airlines & Car Rentals, Rate
Recommendation Platform for Hotels.
● Actively participated in designing custom salesforce application across Travel and Hospitality domain

Key Achievements

● CSAT score improved by 80% in FY ’15

● Led to an 3x increase in NPS score for both dashboard and non dashboard users
● Increased product per customer from 1.5 PPC to 3PPC within Enterprise accounts
● Reduced Churn from 18% to 5% in FY ’16
● Achieved renewal rate of 98% with increase in annual revenue
● Grew base from $1.56 million to $5.68 million in 36 months, increasing accounts from 7 to 35 ▪
Consistently met or exceeded quota by as much as 192%
● Worked with some large enterprise clients – Priceline.com, Expedia, Flight Centre, Qantas
Airways, Tripadvisor, Apple Vacations, Trivago, Hotels Combined, Booking.com, Agoda.com,
Iberia Express, El Corte, Hertz, Avis, Enterprise, Carnival Cruises, Hotwire, Bestday Travel

Boston Analytics
June’12 - June’13
Consultant - Account Management
Tenure - 1 Year
Roles & Responsibilities

● Directly work with C-level executives and Business Directors to customize tailored solutions to match
their needs.
● Conduct negotiation in terms of long term contracting, budgeting, finance, legal and procurement.
● Helping clients with Research and Analytics in designing market entry and growth, Investment strategy
and digital transformation.

Key Achievements

● Generated new business worth $780K in FY 2012

● Closed 5 new contracts in the human resource and healthcare sector
● Consistently met or exceeded quarterly quota by as much as 112%

SITEL India
Oct’09 – Jan’10
Customer Success Associate- Equifax, Financial Services
Tenure 1.4 years
Roles & Responsibilities

● Project manage end-to-end client experience by partnering cross-functionally, overseeing global

resourcing and space outcomes
● Advocate internally for client needs as the account expert, always representing the point of views of
the decision-makers and the end-users
● Provide guidance for external stakeholders throughout the customer journey, ensuring all critical
decision points, check-ins, and milestones are successfully completed
EDUCATION

Qualification College | University Year GPA

MBA Australian Catholic School 2012 6.8

Bachelors of Commerce Dyal Singh, Delhi University 2008 52.3%

CBSE XII D.A.V Public 2005 76%

CBSE X Mount Carmel 2003 68%