RAHUL MISHRA
Mumbai
Summary
Results-driven leader and problem-solver with proven expertise in streamlining operations, reducing costs, and driving organizational efficiency. Skilled in team building, mentoring, and motivating staff to maximize engagement and performance. Adept at customer relations, stakeholder management, and relationship-building to strengthen client success. Recognized for applying analytical thinking, sound judgment, and independent decision-making to deliver business impact and improve overall service quality.
Overview
6
6
years of professional experience
Work History
Senior Customer Success Manager
Dream Sports
06.2024 - 10.2025
- Managed 500+ weekly client interactions across email, WhatsApp, and in-app support, achieving 95%+ CSAT.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Reduced escalations by 30% MoM by resolving complex issues on withdrawals, deposits, KYC, and taxation (GST/TDS).
- Delivered multilingual support (English, Hinglish, Hindi), boosting engagement for 50,000+ active traders.
- Partnered with Finance & Legal teams to resolve 100% of wallet, refund, and contest eligibility cases within SLA.
- Investigated 500+ Fair Play Violation cases, cutting fraudulent trading behavior by 25%.
- Designed 150+ standardized templates, reducing resolution time by 40%.
- Relayed 1,000+ customer insights to Product & Tech teams, enabling 5+ new feature releases.
- Spearheaded contests, rewards programs, and meetups, improving retention, referrals, and user trust.
Client Success Specialist
IMocha
08.2022 - 04.2024
- Managed the end-to-end customer lifecycle across HubSpot and Zendesk, resolving 70+ queries daily via phone, email, and live chat, consistently achieving 95%+ customer satisfaction (CSAT).
- Owned client retention and account health, handling escalations with diplomacy and driving long-term customer loyalty.
- Acted as a Subject Matter Expert (SME) on SaaS products, delivering onboarding, product training, and tailored support to improve customer adoption and engagement.
- Partnered with Product, Operations, and Technical teams to streamline workflows, resolve recurring issues, and deliver customer-focused solutions.
- Implemented troubleshooting frameworks that reduced resolution time to under 10 minutes and improved first-contact resolution (FCR) rates.
- Designed and maintained a knowledge base and playbooks, enabling customer self-service, reducing dependency on live support, and improving operational efficiency.
- Provided customer insights and success metrics to leadership, influencing product roadmap, process improvements, and overall customer experience strategy.
- Verified basic needs are being met, providing navigation assistance for various benefits and available services.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
Strategic Account Manager
eClinicalworks
09.2019 - 03.2022
- Oversaw a portfolio of 75+ healthcare providers (Doctors & Nurse Practitioners) across the US and Canada, serving as their primary point of contact and trusted advisor.
- Drove customer retention and adoption by conducting bi-weekly check-ins, assessing provider needs, and implementing tailored success plans that reduced churn risk.
- Resolved 40+ client queries daily on the company’s Electronic Medical Records (EMR) SaaS platform, ensuring seamless healthcare operations and minimizing workflow disruptions.
- Performed daily software health checks (eManager, Office 365, EMR, auxiliary tools), proactively identifying issues, and collaborating with Tech/Engineering teams to reduce downtime and improve system reliability.
- Designed custom success roadmaps and proactive engagement strategies that successfully retained at-risk accounts, increasing customer satisfaction and lifetime value.
- Partnered cross-functionally with Product, Operations, and Support teams to streamline workflows, escalate critical issues, and deliver faster, customer-focused solutions.
- Maintained detailed account health reports, adoption metrics, and success dashboards, presenting insights to senior leadership to highlight risks, wins, and growth opportunities.
- Built strong relationships with key decision-makers, positioning as a strategic advisor to drive higher EMR adoption and usage.
- Coordinated internal resources across multiple departments to support client initiatives, ensuring smooth implementations and high-quality service delivery.
- Trained, mentored and motivated staff to instill desire for superior performance.
Education
BLS - Bachelor of Legal Science
Rizvi Law College
Bandra, Mumbai12.2018
12th -
St. Andrew's College
Bandra, Mumbai12.2013
10th -
St. Xaviers High School
Andheri, Mumbai12.2011
Skills
- Customer Success & Account Management
- Client Onboarding & Adoption
- Relationship Management & Stakeholder Engagement
- Cross-Functional Collaboration (Product, Tech, Ops, Finance)
- Process Optimization & Business Growth (Upselling/Retention)
- Communication Excellence (Verbal & Written)
- Time Management & Multitasking
- Team Leadership & Mentorship
- CRM & SaaS Platforms (HubSpot, Zendesk, Freshdesk, EMR, eManager)
- Customer Engagement & Satisfaction (CSAT, NPS, Retention)
- Escalation & Risk Management – Skilled in handling complex escalations, mitigating risks, and creating action plans to retain at-risk accounts
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Key Achievements
- Customer Success & Follow-up: Proactively engaged with customers to ensure satisfaction with products and services, resulting in improved customer retention and loyalty.
- Sales & Product Promotion: Successfully up-sold products and motivated customers to upgrade plans, contributing to increased revenue.
- Conflict Resolution: Efficiently handled customer inquiries and complaints, providing accurate solutions to maintain high levels of customer satisfaction.
- Cultural Engagement: Represented college at India Fest through dance performances, showcasing teamwork and creativity.
- Athletic Excellence: Competed at the national level in Under-17 football for Maharashtra, demonstrating discipline, commitment, and leadership.
Timeline
Senior Customer Success Manager
Dream Sports
06.2024 - 10.2025
Client Success Specialist
IMocha
08.2022 - 04.2024
Strategic Account Manager
eClinicalworks
09.2019 - 03.2022
BLS - Bachelor of Legal Science
Rizvi Law College
12th -
St. Andrew's College
10th -
St. Xaviers High School