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Akshatha Hegde

@akshathahegde

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Customer Success Lead with 14 years of experience in SaaS.

India

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What I'm looking for

I am looking for a role that fosters collaboration, encourages innovation, and offers opportunities for professional growth in customer success or product management.

I am a Customer Success Lead with 14 years of experience in customer success and product management. My expertise lies in scaling customer success operations, optimizing product adoption, and managing high-value enterprise accounts. I have a proven track record in building business strategies and scalable customer success frameworks, leveraging analytics to reduce churn, increase renewals, and drive net revenue growth.

Throughout my career, I have worked across global cross-functional teams in various industries, including SaaS, B2B, BFSI, FMCG, Pharma, Retail, and Healthcare. I have successfully conceptualized and developed SaaS products, managed significant client portfolios, and led teams to achieve consistent growth and high customer satisfaction scores. My commitment to data-driven engagement has enabled me to foster strong relationships with clients and deliver exceptional results.

Experience

Work history, roles, and key accomplishments

Current

Chief Product Officer & Group Head for Customer Success

Current

MSL India

Apr 2023 - Present (2 years 1 month)

Led the development of a new SaaS product from concept to launch within 12 months, managing a cross-functional team and generating $2.5 million in pipeline. Oversaw a client portfolio worth $5 million, achieving 10% growth year-over-year with zero churn.

Product Development SaaS Team Leadership Client Management Cross Functional Collaboration Reporting Business Strategy Customer Success

Customer Success Manager (APAC/EMEA markets)

Sociabble India Pvt Ltd

May 2019 - Jun 2023 (4 years 1 month)

Managed a $4.5 million revenue portfolio across APAC and EMEA, achieving consistent high client satisfaction scores. Led a team in customer onboarding and retention strategies, contributing to a 5% year-over-year growth.

Client Management Customer Satisfaction Team Leadership Revenue Onboarding Retention Strategy Portfolio Management OKRs Customer Engagement

Senior Customer Success Manager

Peak AI

Jul 2022 - Apr 2023 (9 months)

Managed a $3.5 million portfolio, leading a team to achieve an average NPS of 4.5. Designed customer success strategies and collaborated with marketing to execute a successful sales event, converting prospects into SQLs.

Customer Success NPS Team Leadership Client Engagement Onboarding Retention Strategy Cross Functional Collaboration

Digital Communications Manager

Tata Consultancy Services

May 2017 - Apr 2019 (1 year 11 months)

Created SEO and SEM-friendly content for TCS's social media and website, managing communication strategies and agency relationships. Temporarily deployed in Amsterdam to manage high-impact campaigns.

Content Creation SEO SEM Communication Strategy Social Media Management Crisis Management Campaign Management Agency

Account Manager

MSL India

Dec 2014 - Apr 2017 (2 years 4 months)

Acquired $1.5 million in business for digital and social media services, leading a team to develop strategies for retainer clients and managing SEO/SEM campaigns that increased sales by 30%.

Digital Strategy Team Leadership SEO SEM Client Management Proposal Development Sales Growth Social Media Strategy

Senior Account Executive

Edelman

Jun 2012 - Sep 2014 (2 years 3 months)

Managed a $100k portfolio, producing high-impact PR campaigns and managing media events for clients in the FMCG sector. Responsible for press releases and public relations management.

Public Relations Campaign Management Media Relations Event Management Client Management Communication Skills Strategic Planning Crisis Management

Account Executive, Entertainment Team

Perfect Relations

May 2011 - Apr 2012 (11 months)

Managed end-to-end press management for high-profile clients, producing PR campaigns and managing media events. Ensured accurate execution of daily duties and client requirements.