SHREYAN SENGUPTA
Senior Customer Success Associate
Pune
Summary
Customer Success Manager with 4+ years of experience driving customer engagement, retention, and growth in fast-paced SaaS and B2B environments. Proven ability to build strong client relationships, manage onboarding and adoption, and align product value with customer goals. Skilled in data-driven insights, and proactive problem-solving to ensure long-term customer satisfaction and account expansion.
Overview
6
6
years of professional experience
3
3
Languages
Work History
Senior Associate - Customer Success
Sell.Do
01.2022 - Current
- Managed end-to-end onboarding, account growth, and retention for a diverse portfolio of clients using the Sell.do CRM.
- Focused on enhancing customer satisfaction, monitoring and improving Net Promoter Score (NPS) through regular feedback loops and success plans.
- Leveraged AI-powered features within the CRM to improve lead prioritization, sales insights, and marketing performance.
- Collaborated with technical teams and clients to ensure smooth API-based integrations, improving data sync and lead management across platforms.
- Implemented automation to reduce manual tasks and improve lead response times, while aligning client feedback with product development for continuous improvement.
- Acted as the primary point of contact for escalations, trainings, product adoption, and quarterly reviews with key stakeholders.
- Prepare high-level reports on MRR growth, client performance metrics, and predictive analytics to support strategic planning and revenue forecasting.
- Drove account growth and renewals by identifying upsell opportunities, monitoring usage analytics, and maintaining churn 10% to ensure strong retention and client health.
Sales Executive
Paytm
12.2019 - 01.2020
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.
- Delivered exceptional customer service, resulting in a high percentage of repeat business and client referrals.
- Demonstrated expert product knowledge during client interactions, addressing questions/concerns confidently and offering solutions tailored specifically for them.
Education
Post Graduate Diploma - Management
ASM IBMR
01.2022
Bachelor of Business Management - undefined
NSHM KNOWLEDGE CAMPUS
01.2019
Skills
- Project Management & Delivery
- Customer Relationship Management
- Requirement Analysis & Solution
Mapping
- Issue Debugging & RCA
- Zoho / JIRA
- API Testing & Troubleshooting (Postman)
- Customer Onboarding & Implementation
- SLA & Customer & Ticket Lifecycle Management
Websites
Accomplishments
- Achieved eradication of manual process by introducing Sell.Do & IRIS for Lead Management & Launch & Channel Partner Management tasks.
- Realty+ Best CRM Integration - Mantra Properties (Burgundy Project, Pune)
Timeline
Senior Associate - Customer Success
Sell.Do
01.2022 - Current
Sales Executive
Paytm
12.2019 - 01.2020
Bachelor of Business Management - undefined
NSHM KNOWLEDGE CAMPUS
Post Graduate Diploma - Management
ASM IBMR
AWARDS
Best Performance Spotlight Award - Sell.Do, Realty+ Best CRM Integration - Mantra Properties (Burgundy Project)
Dance, Travelling
- Dance
- Travel