Open to opportunities

Arunima Rai

@arunimarai

Message

Customer Success leader driving retention, expansion, and SaaS adoption.

India

Message

What I'm looking for

I seek a customer-centric SaaS role where I can drive retention, expansion, and product adoption through data-driven success frameworks, cross-functional collaboration, and strategic stakeholder engagement.

I am a Customer Success Manager with eight years of experience managing enterprise and SMB SaaS accounts across APAC, EMEA, and the Americas. I focus on proactive customer success strategies, risk management, and outcome-driven processes that drive ARR growth and improve CLTV.

I've achieved consistent high retention (90–97%) by leading onboarding, implementation, QBRs/EBRs, renewal management, and expansion strategies. I have a track record of delivering measurable results including upsell and cross-sell growth and churn reduction.

I am skilled at building relationships with C-level and executive stakeholders, translating customer feedback into product roadmap improvements, and partnering cross-functionally to advocate for customers. I use Salesforce, Gainsight, ChurnZero, Zendesk, PowerBI and analytics dashboards to monitor health scores, usage, and automate workflows.

I am passionate about enhancing digital workplace experiences and maximizing long-term value from SaaS solutions, with a strong emphasis on customer advocacy, data-driven decisions, and scalable success frameworks.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Finastra Software Solutions

Jun 2023 - Present (3 years)

Managed a $10M+ ARR portfolio across APAC and EMEA, achieving 95%+ retention and reducing churn by 10% while driving 20% upsell growth and a 15% increase in CLTV through executive QBRs and onboarding initiatives.

Customer Success Onboarding Renewal Management Upsell QBRs Stakeholder Management Salesforce Gainsight

Customer Success Manager

PowerSchool

Jun 2021 - Jun 2023 (2 years)

Managed 80+ K-12 accounts across the Americas driving $20M ARR with 97% retention and 90%+ renewal rates, launched education initiatives that increased adoption 20% and enabled 25% revenue growth via upsell.

Account Management Customer Education Renewal Management Upsell QBRs Stakeholder Engagement Jira Zendesk

Senior Associate Customer Success

NhanceNow

Mar 2020 - Jun 2021 (1 year 3 months)

Owned a $3M+ portfolio across APAC and EMEA, improving retention to 92% and reducing churn by 5%; increased feature adoption 40% and improved onboarding efficiency by 25%.

Onboarding Retention Stakeholder Engagement Salesforce Analytics Time To Value

Customer Success Manager

Jamocha Tech Pvt. Ltd

Apr 2018 - Feb 2020 (1 year 10 months)

Managed strategic tier-one accounts achieving 97%+ net retention and 93–96% renewal rates while collaborating with sales and product teams to drive expansion and product improvements.

Strategic Accounts Net Retention Renewal Management Cross Functional Collaboration Product Feedback Upsell Customer Advocacy CRM

Customer Relationship Manager

Hinduja Global Solutions

Nov 2016 - Jan 2018 (1 year 2 months)

Strengthened client relationships through ongoing communication and executive reviews, contributing to a 97% net retention rate and supporting renewals and escalation resolution.

Client Relationship Management Renewals Retention Customer Communications Zendesk CRM