Open to opportunities

Ekta Sanura

@ektasanura

Message

I’m a Technical Customer Success Manager improving retention, onboarding, and product adoption for B2B SaaS.

India

Message

What I'm looking for

I’m looking for a remote-ready B2B SaaS role where I can be the technical point of contact, reduce churn with data-driven health dashboards, and use cybersecurity knowledge to improve secure product adoption and customer success outcomes.

I’m a Technical Customer Success Manager with 3+ years driving retention, onboarding, and product adoption for enterprise and SMB accounts. I’m CompTIA Security+ certified (2025) and bring a cybersecurity lens to customer outcomes through proactive issue resolution, strong stakeholder communication, and measurable adoption.

I’ve managed 3 enterprise clients (200+ users each) and 120+ individual accounts, delivering QBRs, NPS/CSAT dashboards, SLA management, and same-day escalation resolution (within 8 hours). By owning the end-to-end lifecycle—onboarding, health reviews, renewals, and QBRs—I retained 2 out of 3 enterprise clients through full contract cycles.

I focus on reducing time-to-value and turning customer signals into product impact. I cut onboarding time-to-value from 2–3 weeks to under 1 week using a structured 4-step activation program, built real-time customer health dashboards for early risk detection, and delivered data-driven roadmap recommendations that resulted in 3 product changes within one release cycle.

Experience

Work history, roles, and key accomplishments

Senior Executive - Customer Success

Prayosha Food Services Pvt. Ltd.

Mar 2024 - Nov 2025 (1 year 8 months)

Managed 3 enterprise (200+ users each) and 120+ individual accounts, overseeing 720+ users while maintaining product adoption, SLA compliance, and renewals. Retained 2 of 3 enterprise clients and resolved 100% of escalations on the same day (within 8 hours), reducing onboarding time-to-value from 2–3 weeks to under 1 week.

Customer Success Enterprise Account Management Client Onboarding QBRs NPS CSAT Dashboards SLA Management Escalation Handling Renewal Management

Web Developer

Harmish Technology

Sep 2022 - Mar 2024 (1 year 6 months)

Developed 11 client-facing web applications in PHP, JavaScript, and Python with OWASP Top 10 secure coding practices, achieving zero critical security incidents. Delivered all 11 projects on schedule across 5+ concurrent sprint cycles and reduced vendor acquisition costs by streamlining procurement workflows.

PHP JavaScript Python AngularJS jQuery Secure Coding Software Testing Agile Scrum REST APIs Web Security

Web Developer Intern

Tops Technology

Jan 2022 - Jun 2022 (5 months)

Built responsive, cross-browser-compatible UIs using HTML5, CSS3, AngularJS, and jQuery, contributing to on-time delivery of 3+ client-facing projects. Performed end-to-end functional/regression/UI testing and resolved performance bottlenecks and security vulnerabilities.

HTML5 CSS3 AngularJS jQuery Responsive UI Browser compatibility Functional Testing Regression Testing Performance Tuning Security Vulnerabilities

Education

Degrees, certifications, and relevant coursework

IIIT Bangalore

Postgraduate Diploma in Cybersecurity, Cybersecurity

Completed a Post Graduate Diploma in Cyber Security at IIIT Bangalore (March 2025). Coursework included application security, network security, penetration testing, vulnerability assessment, cryptography, and ethical hacking.