Open to opportunities

Dhruv Sharma

@dhruvsharma7

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Customer Success Manager with 9+ years driving retention, reducing churn, and expanding B2B accounts.

India

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What I'm looking for

I’m looking for a Customer Success role where I can drive retention and measurable growth (NRR/churn), run QBRs, partner with stakeholders, and help customers achieve long-term value with a proactive, relationship-first approach.

I’m a Customer Success Manager with 9+ years of B2B experience focused on client retention and account growth. I’m known for reducing churn, driving upsell revenue, and building long-term, remote client relationships through proactive engagement and structured reviews.

Most recently at Tmoions Global Limited, I managed $1M–$1.5M ARR accounts and delivered measurable results: I increased NRR by 20% and reduced churn by 25% through proactive account reviews, while driving 30% expansion revenue by identifying upsell opportunities aligned with client digital transformation goals.

Earlier roles strengthened my partnership and growth mindset, including boosting platform adoption by 35%, reducing partner churn by 20%, and achieving 95% client retention by resolving post-purchase issues and driving product adoption. I bring strong stakeholder management and QBR-driven customer lifecycle management, supported by tools like Salesforce, HubSpot, Zoho, and Jira.

Experience

Work history, roles, and key accomplishments

Customer Success Manager

Tmoions Global Limited

Aug 2022 - Jan 2026 (3 years 5 months)

Managed client accounts with $1M–$1.5M ARR, driving retention and growth for mid-size and enterprise clients. Increased NRR by 20% and reduced churn by 25%, while generating 30% expansion revenue through proactive upsell aligned to client digital transformation goals.

Customer Lifecycle Management NRR%Upsell Cross Sell QBRs Stakeholder Management Salesforce HubSpot Zoho Client Retention

Partnership Associate

Revclerx Pvt. Ltd.

Jun 2021 - May 2022 (11 months)

Increased platform adoption by 35% through strategic relationship mapping with partners. Reduced partner churn by 20% by running quarterly health checks and providing proactive partner support.

Partnership Management Platform Adoption Partner Health Checks Proactive Support Stakeholder Management

Associate - Customer Success

IICE Computer Education

Nov 2019 - Nov 2020 (1 year)

Ensured 95% client retention by resolving post-purchase issues and driving product adoption. Supported customers through structured follow-ups to improve customer outcomes after onboarding.

Customer Success Client Retention Product Adoption Customer Lifecycle Management Stakeholder Management

Partnership Associate

Channel Play Limited

Jul 2015 - May 2016 (10 months)

Improved loyalty and repeat business by 25% through partnership-oriented account management. Managed partner relationships to drive ongoing customer value and continued engagement.

Partnership Management Account Management Customer Loyalty Repeat Business Growth Relationship Management Stakeholder Management

Partnership Associate

Weavings Manpower Solutions

Jul 2014 - Mar 2015 (8 months)

Achieved 98% customer satisfaction through proactive account management. Maintained strong customer relationships by anticipating needs and addressing concerns quickly.

Customer Satisfaction Customer Support Stakeholder Management Relationship Management Service Delivery Issue Follow Up

Sales & Marketing Supervisor

M.B. Techno India

Jul 2013 - Jun 2014 (11 months)

Increased repeat business by 20% through technical account management and follow-ups. Coordinated customer outreach to maintain relationships and drive recurring purchases.

Technical Account Management Repeat Business Growth Customer Relationship Management B2B Sales Support Stakeholder Management

Alliance Coordinator

Neurosoft Academy of Higher Education

Jun 2011 - Jun 2013 (2 years)

Improved partner retention by 30% through structured engagement and ongoing support. Coordinated partner interactions to sustain relationships and reduce churn risk.

Partner Support Relationship Management Stakeholder Management Coordination