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Dhwaj Tiwari

@dhwajtiwari

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Dynamic Customer Success Manager with 10 years of experience.

India

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What I'm looking for

I am looking for a role that fosters growth, innovation, and collaboration within a dynamic team.

With a decade of experience in the Customer Success domain, I have honed my skills as a dynamic Intrapreneur, leading teams with strategic foresight. Over the past two years, I have successfully driven business expansion through innovative product adoption strategies, achieving a remarkable 150% increase in Net Revenue Retention (NRR) and a 1.3x growth in overall cohorts.

Currently, I served as a Senior Customer Success Manager/Product Ops at Passionfroot, where I collaborated closely with founders and the Chief of Staff to grow our user base. My role involves translating customer feedback into actionable product features, supporting critical tasks at the intersection of product and customer success, and expanding our partner network to enhance sponsorship opportunities for creators.

Previously, I managed a portfolio generating $3 million in revenue at iMocha, where I effectively operated in a matrix organization to drive strategic growth. My experience spans various roles in customer success, where I have consistently maintained high retention rates and fostered strong relationships with key stakeholders.

Experience

Work history, roles, and key accomplishments

Current

Senior CSM/Product Ops

Current

Passionfroot

Aug 2023 - Present (1 year 10 months)

As a Senior Customer Success Manager and Product Operations specialist, I drive user growth by onboarding new leads and ensuring customer satisfaction. I translate customer feedback into product features and support partnerships to enhance our creator network.

Customer Success Product Operations Communication Skills Business Development Project Management Leadership Customer Relationship Management Strategic Planning

Sr. Customer Success Manager

iMocha

Jun 2019 - Jun 2024 (5 years)

Managed a portfolio of enterprise clients across EMEA and APAC, generating $1.2 million in revenue. Led strategic growth initiatives, data management, and software integrations while maintaining strong relationships with key stakeholders.

Revenue Retention Key Account Management Strategic Planning Data Analytics Customer Advocacy Project Management Software Integration Business Intelligence

Customer Success Manager

Nopaperforms (Now Meritto)

Oct 2018 - Jul 2019 (9 months)

Engaged with customers throughout their lifecycle, providing strategic guidance and ensuring high retention rates. Coordinated with teams for seamless product implementation and delivered actionable insights to influence client strategies.

Customer Engagement Product Solutions Risk Assessment Upselling Performance Influence

Sr. Customer Success Specialist

sumHR

Feb 2017 - Sep 2018 (1 year 7 months)

Managed over 75 clients with a 70% renewal rate, executing support and best practice coaching. Collaborated with product teams for client customizations and developed educational materials to enhance customer experience.

Client Management Customer Engagement Documentation Upselling Coaching Client Customization Customer Education Team Collaboration

Key Account Manager

Infistock Pvt Ltd

Jan 2014 - Feb 2017 (3 years 1 month)

Led a team in the e-commerce sector, managing the entire employee lifecycle and driving sales through campaigns and inventory management. Responsible for product sourcing and closing deals with manufacturers.

Team Management Campaigns Inventory Management Product Sourcing Employee Lifecycle Advertising Customer Engagement Sales Strategy

Education

Degrees, certifications, and relevant coursework

Udemy

Certification, Key Account Management

2024 - 2024

Completed the Key Account Management Program to enhance skills in managing client relationships and driving business growth through effective account strategies.

Coursera

Certification, Data Analytics

2021 - 2021

Completed the Introduction to Data Analytics course to gain foundational knowledge in data analysis techniques and their application in business contexts.

Udemy

Certification, Data Visualization

2021 - 2021

Completed the Tableau for Beginners course to learn data visualization techniques and how to effectively present data insights using Tableau software.