Open to opportunities

Ankit Dawda

@ankitdawda

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Senior Customer Success Manager with expertise in B2B client relationships.

India

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What I'm looking for

I am looking for a role that values customer-centric strategies and offers opportunities for professional growth.

I am a Senior Customer Success and Account Management Professional with over 9 years of experience in managing high-value B2B enterprise client relationships. My expertise lies in driving product adoption and maximizing customer retention across SaaS and service sectors. I own the entire customer lifecycle, from onboarding and strategic success planning to quarterly business reviews, renewals, and upsells.

Throughout my career, I have demonstrated a proven ability to collaborate across Sales, Product, and Support teams to deliver exceptional customer experiences and measurable business outcomes. I have a strong track record of reducing time-to-value, boosting NPS/CSAT, and aligning internal teams to customer goals. My experience includes managing a portfolio of high-value clients, ensuring seamless onboarding, product adoption, and engagement, while acting as the primary liaison for key accounts.

I am passionate about enhancing customer experiences and driving business success through strategic solutions. My technical skills, combined with my ability to communicate effectively and work collaboratively, make me a valuable asset in any customer-focused organization.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager – Specialist

Current

Smartpaddle Technology Pvt Ltd.

Nov 2021 - Mar 2025 (3 years 4 months)

Managed a portfolio of high-value clients, ensuring seamless onboarding, product adoption, and engagement. Acted as the primary liaison for key accounts, addressing escalations and proactively resolving issues. Conducted quarterly client reviews and strengthened client relationships by implementing strategic solutions.

Customer Success Management Strategic Planning SaaS Escalation Management Risk Management User Acceptance Testing

Consultant – Client Relations & Project Management

AICL Communication Ltd.

Apr 2021 - Jun 2021 (2 months)

Served as the primary contact for key accounts, ensuring project goals aligned with client expectations. Managed cross-functional coordination between strategic, creative, and production teams to deliver impactful results.

Project Management Strategic Consulting

Client Success Manager

upGrad for Business

Nov 2019 - Mar 2021 (1 year 4 months)

Gathered project requirements and collaborated with clients' Learning & Development teams to assist in their training processes. Provided high service standards to clients, leveraging opportunities for cross-selling and up-selling.

Client Success Learning Development Cross Selling Upselling Stakeholder Management

Assistant Project Manager / Freelancer Manager

Crimson Interactive Pvt. Ltd.

Oct 2014 - Nov 2019 (5 years 1 month)

Handled end-to-end project management for global clients, overseeing operations and team management. Led dynamic scheduling of work allocation to freelancers and in-house editors, ensuring operational excellence.

Project Management Team Management Operational Excellence Vendor Management

Education

Degrees, certifications, and relevant coursework

Amity University

Master of Business Administration, Marketing

2012 - 2014

Completed a Master of Business Administration with a focus on Marketing, gaining insights into strategic marketing, consumer behavior, and business management.