Akhil Prince
@akhilprince
I grow enterprise customer value through onboarding, adoption, renewals, and strategic account expansion.
United Arab EmiratesWhat I'm looking for
At Multiplier Technologies, I managed 30â35 EMEA enterprise accounts worth $1.09 million ARR, delivering $80Kâ$100K in annual upsell expansion. I improved retention through proactive engagement and strategic success planning while maintaining an average NPS of 9.
I've led onboarding, training, product adoption, QBRs, account mining, root-cause analysis, and renewal-risk management across HRTech, SaaS, Fintech, and InsureTech. At Tracxn, I owned more than 100 customers across EMEA, SEA, India, and Australia, maintaining approximately 90% year-over-year renewals and a net NPS of approximately 9.
I also led and coached CSM teams, created SOPs that reduced customer response time by about 30%, and built Salesforce dashboards for customer health and root-cause tracking. I work closely with product and internal teams to turn customer feedback into stronger functionality, adoption, and outcomes.
Earlier, I led retail profit-center operations and customer service teams, building practical experience in customer grievances, team training, sales performance, and operational change.
Experience
Work history, roles, and key accomplishments
Enterprise Customer Success Manager
Multiplier Technologies Pte
Feb 2023 - Dec 2025 (2 years 10 months)
Managed a portfolio of 30-35 key accounts with an ARR of $1.09 million, delivering $80K-$100K in upsell expansions annually. Enhanced client retention through strategic engagement, achieving an average NPS score of 9.
Customer Success Manager
Dlocal Technologies Ltd
Jul 2022 - Jan 2023 (6 months)
Fostered long-term relationships with merchants to ensure a consistently positive customer experience through ongoing communication. Partnered with the product team to ideate based on continuous merchant feedback.
Senior Customer Success Manager
Tracxn Technologies Pvt Ltd
May 2020 - Jun 2022 (2 years 1 month)
Led a team of CSMs, mentoring and coaching on product and processes. Tracked NPS, account retention, and referrals against company goals, and helped identify at-risk accounts earlier, resulting in a 40% increase in customer satisfaction.
Customer Success Manager
Tracxn Technologies Pvt Ltd
May 2018 - Apr 2020 (1 year 11 months)
Owned 100+ customers across EMEA, SEA, India, and Australia, handling onboarding, product demos, queries, integrations, and migrations. Maintained a Y-o-Y renewal rate of ~90% and Net NPS of ~9.
Profit Center Head
ITC Lifestyle Retailing Division
May 2018 - Apr 2020 (1 year 11 months)
Developed category and sale performance on a monthly and weekly basis, reducing shrinkage from 15% to 6%. Organized a venue sale with over 4000 stock units, generating 6 Lakhs in sales over two days.
Customer Service Associate
Allianz Insurance
Oct 2014 - May 2016 (1 year 7 months)
Worked closely with clients in the Motor Vehicle Insurance department for UK customers, handling production and status calls. Cross-trained and provided backup for other customer service representatives.
Education
Degrees, certifications, and relevant coursework
Christ University
Master of Business Administration, Operations and Systems
2016 - 2018
Pursued an MBA in Operations and Systems, focusing on operational efficiency and systems management.
Mar Baselios College of Engineering and Technology
Bachelor of Engineering, Mechanical Engineering
2009 - 2013
Completed a Bachelor's degree in Mechanical Engineering, building a strong foundation in engineering principles.
Availability
Location
United Arab EmiratesAuthorized to work in
Job categories
Skills
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