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Anurag Bhatt

@anuragbhatt

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Customer Success leader driving retention, expansion revenue and high-performing SaaS & EdTech teams.

India

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What I'm looking for

I seek a senior customer-success role in a growth-oriented SaaS/EdTech firm where I can scale teams, reduce churn, drive expansion revenue and shape product adoption through data-driven strategies.

I am a Customer Success leader with 15+ years of experience across SaaS, EdTech and ERP, focused on transforming client relationships into strategic partnerships that deliver measurable ROI. I have managed a ₹10+ crore ARR portfolio spanning 600+ enterprise clients across 29 states.

I built and scaled teams of 48+ professionals, including Area Managers and Regional Coordinators, and improved retention from 78% to 98% while growing expansion revenue from 2% to 15%. I design data-driven onboarding, health scoring and feedback-to-roadmap initiatives and created an AI-enhanced onboarding playbook that reduced Time-to-Value by 25%.

My background blends operations, technical support and process optimization—implementing ERP systems, leveraging Power BI and CSAT/NPS programs, and applying Lean Six Sigma and ITIL principles to drive performance and client satisfaction.

Experience

Work history, roles, and key accomplishments

Senior Manager - Customer Success

Entab Infotech Pvt Ltd

Jun 2018 - Jul 2025 (7 years 1 month)

Managed 600+ enterprise clients generating ₹10+ crore ARR and improved client retention from 78% to 98% while increasing expansion revenue from 2% to 15% through data-driven segmentation and strategic onboarding.

Customer Success Onboarding Retention Strategy Team Leadership Totango Power BI ERP Systems

Manager - Planning, Operations & Client Relations

Royal Clothing Pvt Ltd

Mar 2013 - May 2018 (5 years 2 months)

Managed end-to-end operations for tailoring unit, improving trial-to-wear process by 30% and achieving 60% client approval for seasonal designs while scaling HNI client walk-ins and implementing ERP for operational efficiency.

Operations Management Client Relations Process Optimization ERP Implementation Production Planning Data Driven Decision Making

Senior Analyst

Patni Computer Systems

Mar 2009 - Feb 2011 (1 year 11 months)

Provided technical support across APAC, Middle East and Australia with 95%+ first-contact resolution and managed critical off-hours support for North and Latin American clients.

Technical Support APAC Support FCR Incident Management ITIL CSAT