Open to opportunities

Aditya Raj Shukla

@adityarajshukla

Customer Success and Account Management professional driving SaaS adoption, retention, and expansion revenue for enterprise customers.

India

Message

What I'm looking for

I’m looking for a customer-first, digital-first SaaS role where I can own retention and expansion, drive onboarding-to-adoption outcomes, and partner cross-functionally to improve CSAT, SLAs, and long-term revenue growth.

I’m a Customer Success and Account Management professional with 5+ years of experience managing high-value customer portfolios and driving SaaS adoption. I focus on improving retention and generating expansion revenue through lifecycle engagement strategies, migration campaigns, and consultative customer engagement.

In my most recent role, I managed 1,400+ high-value accounts and delivered a 72.49% platform conversion rate vs. a 50.23% team benchmark, while generating ~$330K avg. monthly expansion revenue. I maintain 94% CSAT and 85%+ QA scores, lead stakeholder-focused onboarding and QBRs, and partner cross-functionally to resolve escalations while meeting SLA performance targets.

Experience

Work history, roles, and key accomplishments

Customer Success Specialist

IntouchCX

Oct 2024 - Apr 2026 (1 year 6 months)

Managed a portfolio of 1,400+ high-value customer accounts, driving adoption, retention, and expansion through lifecycle engagement. Achieved 72.49% platform conversion vs 50.23% team benchmark and generated ~$330K average monthly expansion revenue while resolving escalations to maintain SLA performance.

Customer Success Management Account Growth Escalation Management CRM Reporting

Senior Customer Success Consultant

IntouchCX

Oct 2023 - Oct 2024 (1 year)

Led high-volume customer lifecycle interactions while maintaining 85%+ QA scores and contributing to 94% CSAT. Supported onboarding initiatives and mentored 14 new hires through simulation-based training, coordinating cross-functional escalations to improve user experience.

Customer Lifecycle Management CSAT Escalation Management Stakeholder Management Cross Functional Collaboration Onboarding & Support Mentoring

Key Account Manager

PagarBook

Mar 2023 - Sep 2023 (6 months)

Onboarded 150+ SME clients monthly while managing a 900+ account portfolio across onboarding, adoption, renewal management, and churn reduction. Improved client satisfaction and SLA compliance via proactive stakeholder engagement, QBRs, and structured renewals.

Account Management SME Onboarding Renewal Management SLA Stakeholder Engagement

Procurement & Operations Manager

Design Arc Interiors

Jan 2021 - Feb 2023 (2 years 1 month)

Managed vendor relationships, procurement operations, and delivery coordination across high-value commercial projects. Negotiated contracts and streamlined procurement processes, reducing costs by over 5% on high-value purchases.

Procurement Operations Vendor Management Contract Negotiation Delivery Coordination Operations Management Stakeholder Management Process Improvement