Ananya Singh

Senior Customer Success Manager

+917017639439
singhananya8531@gmail.com

PROFILE

Personable and performance driven Customer Success Manager with an experience in

managing multiple accounts, increasing revenue, developing client on-boarding
processes. Possess strong communication skills with a customer first approach,
excellent problem-solving skills.

EXPERIENCE

Zoftware — Senior Customer Success Manager

March 2023 - Present

● Managed 15+ accounts contributing more than $8000 in MRR, including clients from
all across the globe.

● Transitioned sold accounts into successful partnerships with regular follow-ups,

strategy adjustments, and support.

● Orchestrated the quality and timely delivery of services by working with the relevant
ecosystem partners in the product, engineering, and marketing team to ensure that
client success measures are met.

● Defined the complete process for Onboarding, Sales to CS handover and product
adoption.

● Performed initial onboarding of accounts, ensuring strong adoption and ongoing

engagement through customer lifetime.

● Presented product utilization data to clients to ensure they are getting full value
hence increasing retention.

AdvantageClub — Customer Success Manager

November 2022- February 2023
● Handled 15+ Enterprise accounts and contributed to a recurring revenue of more
than $90k quarterly.

● Served as a client advocate to drive strong renewal rates and higher enrichment by
understanding the client’s business initiatives.

● Conducted business reviews for corporates and helped them in understanding their
account statistics better.

● Helped corporations in increasing their redemption rate leading to customer retention

and upsells.

● Efficiently worked with different teams across different domains and prioritized
customer satisfaction.

SaaS Labs — Customer Success Manager

March 2020- November 2022

● Main POC for a mixed bag Small and Medium business accounts hence contributing
to more than $76,000 in MRR with clients mostly from North America region.

● Awarded for exceptional performance twice in a span of six months based on

performance throughout the quarters and customer feedback.

● Worked with the Product Team to identify ICPs for specific products and further
helped in defining the roadmap.

● Helped in streamlining processes and creating a customer centric Onboarding

Process thus driving retention.

● Helped in implementation of tools like Delighted and Churnzero to help understand

feedback and customer behavior better.

● Leveraged support from the Customer Support, Product and Engineering teams to
ensure the largest impact on client engagement and value delivered while efficiently
servicing the account.

● Aligned with the client executive to discuss account strategy, usage data and
engagement levels and to share potential new enrichment opportunities.
 SKILLS

● JIRA and MS Word

● Customer Research
● Customer Retention
● Attention to Detail
● Onboarding
● Product Adoption
● Teamwork

​ EDUCATION

DR. A.P.J. ABDUL KALAM TECHNICAL UNIVERSITY

2016-2020

Bachelor of Technology in Electronics and Instrumentation from KIET Group of Institution

​ GPA- 7.6

CENTRAL BOARD OF SECONDARY EDUCATION

Higher Secondary from BRBM SVM, Agra.

​ Percentage- 80%
​
​ Senior Secondary from Assisi Convent.
​ CGPA- 9.4