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Akanksha Rajendra Phalke

@akanksharajendraphal

Customer Success Manager driving SaaS product adoption, retention, and customer satisfaction through data-driven onboarding.

India

Message

What I'm looking for

I'm seeking a SaaS customer success role where I can lead onboarding and adoption, reduce churn with data-driven lifecycle strategies, collaborate cross-functionally, and grow into senior leadership.

I am a Customer Success Manager with experience in SaaS IT products, onboarding, and lifecycle management, focused on improving product adoption and reducing churn.

I have a track record of measurable impact: I improved customer satisfaction metrics by 10%, increased engagement by 8%, designed recognition programs that raised user activity by 9%, and contributed to retention improvements of 7–10% across roles.

I collaborate closely with cross-functional teams, deliver webinars and training to drive adoption, and use data and reporting tools to surface actionable insights that resolve escalations and improve customer outcomes.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Palo Alto Networks

Apr 2023 - Present (2 years 4 months)

Aligned customers with product lifecycles to drive adoption and retention, improving customer satisfaction by 10% through effective escalation resolution. Delivered webinars and partnered with cross-functional teams to reduce adoption barriers and increase engagement.

Customer Success Onboarding Retention Escalation Management Webinars Cross Functional Collaboration Stakeholder Management

Customer Success Analyst

SafetyConnect

Feb 2022 - Apr 2023 (1 year 2 months)

Delivered onboarding and refresher sessions that increased first-time adoption and used analytics to boost engagement by 8% and user activity by 9%. Designed recognition programs and conducted surveys to measure satisfaction and inform product enhancements.

Onboarding Gainsight Salesforce Power BI Tableau Customer Engagement Survey Data Analysis

Customer Success Executive

Winuall

May 2021 - Oct 2021 (5 months)

Created training materials to simplify onboarding, collaborated with engineering on app testing to ensure quality, and improved retention by 7% through targeted strategies. Resolved customer queries to increase overall satisfaction.

Onboarding Retention Strategy Customer Support Cross Functional Collaboration