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Ashima Mishra

@ashimamishra

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Experienced Customer Success Manager specializing in SaaS and IT solutions.

Zimbabwe

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What I'm looking for

I am seeking a role that allows me to leverage my expertise in customer success, focusing on strategic account management and fostering long-term client relationships.

I am a Customer Success Manager with over 9 years of experience in the SaaS and IT sectors. My journey began after completing my Engineering and MBA, leading me to work with clients across the US, North America, UK, Europe, New Zealand, and APAC. I have a proven track record in managing the entire customer success cycle, from onboarding and adoption to renewals and upselling, ensuring that clients derive maximum value from our products.

Throughout my career, I have excelled in building strong relationships with key stakeholders, driving customer health metrics, and advocating for customer needs within the organization. My role involves collaborating with cross-functional teams to enhance customer satisfaction and retention, while also mentoring junior team members to foster a culture of success. I am passionate about leveraging technology and data to inform strategies and improve customer experiences.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Sakon

Feb 2023 - Present (2 years 5 months)

Ensured smooth onboarding processes for new customers, collaborating with various teams to integrate them into the company's ecosystem. Managed end-to-end relationships for enterprise and mid-market SaaS clients, maintaining a customer churn rate below 5%.

Customer Onboarding Relationship Management Customer Advocacy Renewals Upselling Cross Selling KPI Tracking Team Leadership Strategic Account Management

Customer Success Advisor

Adenza

Jun 2022 - Dec 2022 (6 months)

Acted as the primary point of contact for global customers, managing daily escalations and tracking engagement metrics. Collaborated with sales, customer delivery, support, and product teams to proactively manage customer relationships.

Escalation Management Customer Advocacy Cross Functional Collaboration Upselling Cross Selling Product Feedback

Customer Success Manager

Jumpshift Development India LLP

Dec 2019 - May 2022 (2 years 5 months)

Performed post-sales strategies for onboarding and training clients on software, and solved technical issues by escalating bugs to the development team. Created product tours, feature release notes, and managed platform updates.

Onboarding Technical Support Customer Advocacy Google Analytics Hotjar Client Relationship Management

Customer Success Manager

Sweatbath Technologies Pvt. Ltd.

Nov 2016 - Nov 2019 (3 years)

Managed customer-centric operations, ensuring satisfaction by achieving delivery timelines and service quality. Tracked and monitored customer activity to identify and eliminate risks, and acted as an escalation point for problem resolution.

Customer Onboarding Customer Satisfaction Client Relationship Management Escalation Management Vendor Management Human Capital Management Training

Education

Degrees, certifications, and relevant coursework

Indira Institute of Management

Masters of Business Administration (M.B.A), Marketing

Activities and societies: Successfully completed Market Research by analyzing the market of 95 different manufacturing companies with modified data. Worked as placement cell coordinator in the corporate relations team.

Completed a Master's Degree in Business Administration with a specialization in Marketing. Conducted market research on Temperature Controller and PLC in Bangalore, analyzing 95 different manufacturing companies.