Aditya Chotalia
@adityachotalia
Customer Success Manager driving retention, expansion and measurable SaaS outcomes across enterprise and SMB.
IndiaWhat I'm looking for
I am a Customer Success Manager with 6+ years of experience managing over $7M combined ARR across enterprise, mid-market and SMB SaaS customers. I build trusted executive relationships and drive product adoption through outcome-based success planning.
I have a strong track record in retention and expansion—scaling portfolios, achieving retention rates above 97%, and contributing to high NPS and CSAT scores. I lead strategic QBRs and uncover growth opportunities using KPI, ROI and usage insights.
I partner cross-functionally with Sales, Product, Support and Engineering as the Voice of the Customer, influencing product priorities and resolving escalations to ensure customer success. I also deliver complex technical projects such as data migrations and system upgrades.
I am skilled in mentoring and improving onboarding efficiency, applying lean process improvements, and leveraging tools like Salesforce, Intercom and analytics dashboards to monitor health, reduce churn risk and drive measurable customer outcomes.
Experience
Work history, roles, and key accomplishments
Customer Success Manager
Loop Subscriptions
Apr 2025 - Present (10 months)
Scaled ARR from $911K to $1.2M managing 80+ mid-market and SMB merchants, drove 98% retention and NPS of 78 through outcome-based success planning and strategic QBRs.
FRManaged a $3.8M ARR portfolio of 700+ SMB customers, maintained 97%+ retention and identified upsell/cross-sell opportunities via usage analysis and consultative engagement.
ECOwned $2.8M+ ARR and achieved 99% retention across 70+ mid-tier and enterprise accounts, raised CSAT from 90% to 93.8% and led complex migrations and upgrades to drive adoption.
SGEnsured SLA-compliant processing of renewals, sales and cancellations for Capital IQ and Market Intelligence, improved process efficiency through lean improvements and cross-functional collaboration.
Education
Degrees, certifications, and relevant coursework
AUAdani University
Post Graduate Diploma in Management, Infrastructure Management
Completed a PGDM (MBA equivalent) with a focus on Infrastructure Management.
GUGujarat University
Bachelor of Commerce, Commerce
Completed a Bachelor of Commerce (BCom) degree.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Social media
Job categories
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