Gaurav Bakshi

At the moment leading a team of implementation engineers. Mentored and helped them close 6 implementations in Q2 and beginning of Q3 '25.

Managed 57 key enterprise accounts, guiding Customer Success Managers to achieve revenue targets for upsells and renewals. Built the customer success playbook and systems, an essential guide on improving adoption, upsells, renewals, business reviews, and escalation handling.

Increased customer satisfaction by resolving issues and worked with customers to understand needs and provide excellent service. Cross-sold and upsold company services in the EU region.

Secured high-value accounts through consultative selling and identifying security solutions, generating and closing over $1 million in sales in FY 20-21. Developed and implemented security strategies to enhance customer data integrity.

Orchestrated customer success and account management for 57 enterprise accounts, driving 117% net revenue retention and $1.2M+ in upsell revenue. Led an 8-member customer success team and improved NPS from 47 (’22) to 82 (’24) while scaling advocacy programs six-fold over 3 years.

Managed daily operations of a gaming portal including P&L and generated 5 new business leads within 30 days, contributing to 3 deal closures. Developed and maintained operations playbooks and partnered with marketing to research and measure trends.

Pursued and closed high-value opportunities, sustaining approximately $150K in monthly billing over a six-month period. Coordinated cross-functional projects and stakeholder partnerships to drive customer success initiatives.

Obtained certification as a Customer Success Leader. Developed advanced skills in customer success strategies and best practices.

Completed a comprehensive Master's program focusing on business administration principles. Gained expertise in various aspects of business management and strategy.

Earned an MBA at the Indian Institute of Foreign Trade in New Delhi from 2007 to 2010.

Completed a Bachelor of Hotel Management at the Institute of Hotel Management in Chandigarh from 1999 to 2002.