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Akshatha Hegde

@akshathahegde1

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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 offers opportunities for growth, a collaborative culture, and the chance to leverage my skills in customer success and 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 of building business strategies and scalable customer success frameworks that leverage analytics to reduce churn and increase renewals, driving both Net Revenue Retention (NRR) and Annual Recurring Revenue (ARR) growth.

Throughout my career, I have collaborated with global cross-functional teams across various industries, including SaaS, B2B, BFSI, FMCG, Pharma, Retail, and Healthcare. My recent role as Chief Product Officer and Group Head for Customer Success at MSL India involved conceptualizing and developing a new SaaS product, leading a cross-functional team, and managing a portfolio of clients worth $5 million. I am passionate about creating data-driven engagement strategies that foster customer loyalty and drive business growth.

Experience

Work history, roles, and key accomplishments

Current

Chief Product Officer & Group Head for Customer Success

Current

MSL India

Apr 2023 - Present (2 years 2 months)

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

Product Development Team Leadership SaaS Client Management Cross Functional Collaboration Reporting Strategic Planning Customer Success

Customer Success Manager (APAC/EMEA markets)

Sociabble India Pvt Ltd

May 2019 - Jun 2023 (4 years 1 month)

Managed a revenue portfolio of $1.5 million with a 5% growth year-over-year. Led a team to achieve high client satisfaction scores and established a new department generating $70,000 in revenue.

Customer Success Revenue Management Team Leadership Strategy Development Onboarding Retention Portfolio Management

Senior Customer Success Manager

Peak AI Insights Ltd

Jul 2022 - Apr 2023 (9 months)

Managed a portfolio of $3.5 million, leading a team to optimize customer success strategies and achieve an average NPS of 4.5. Collaborated with marketing to execute successful sales events.

Customer Success Team Management NPS Client Engagement Optimization Onboarding Retention Strategy Technical Support

Digital Communications Manager

Tata Consultancy Services

May 2017 - Apr 2019 (1 year 11 months)

Created SEO and SEM-friendly content for social media and managed communication strategies for corporate channels. Temporarily deployed in Amsterdam for campaign management.

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

Account Manager

MSL India

Oct 2014 - Apr 2017 (2 years 6 months)

Acquired $1.5 million in business for digital services, leading a team to develop social media strategies and manage SEO/SEM campaigns, resulting in a 30% sales growth.

Social Media Strategy Team Leadership SEO SEM Client Management Proposal Development Digital Marketing Campaign Management

Senior Account Executive

Edelman

Jun 2012 - Sep 2014 (2 years 3 months)

Managed a portfolio of high-profile clients, producing PR campaigns and managing media events. Responsible for press management and public relations for major events.

Public Relations Client Management Press Events Campaign Management Communication Strategy Event Management Crisis Management Media Relations

Account Executive, Entertainment Team

Perfect Relations

May 2011 - Apr 2012 (11 months)

Prepared press materials and managed media events for clients in the entertainment sector, ensuring effective communication and high-impact PR campaigns.