Arunima Rai
@arunimarai
Customer Success leader driving retention, expansion, and SaaS adoption.
What I'm looking for
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
Customer Success Manager
Finastra Software Solutions
Jun 2023 - Present (2 years 4 months)
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.
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.
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%.
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.
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.
Education
Degrees, certifications, and relevant coursework
Nagarjuna College of Engineering & Technology
Computer Science
Completed studies in Computer Science at Nagarjuna College of Engineering & Technology.
Availability
Location
Authorized to work in
Job categories
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