Open to opportunities

Himanshu Rana

@himanshurana3

Message

Customer Experience & Success leader driving SaaS retention, adoption, and measurable ROI.

India

Message

What I'm looking for

I’m looking for a SaaS Customer Success/Experience leadership role where I can drive product adoption and renewals with data-driven churn mitigation, run executive QBRs, improve onboarding, and partner closely with Sales, Product, and Engineering.

I’m a Customer Success & Experience leader with expertise in SaaS and cybersecurity, focused on product adoption, retention, strategic renewals, and measurable business value. I’ve managed enterprise portfolios up to $3.6M ARR, delivering 92% Net Retention Rate (NRR) and 95% Logo Retention Rate.

I proactively audit client programs, use usage and customer-health signals in Gainsight, Clari, and Salesforce to flag at-risk renewals 90 days out, and build mitigation plays. I also lead executive-level Quarterly Business Reviews (QBRs), run onboarding and training for complex cybersecurity deployments, and collaborate cross-functionally to reduce friction and improve outcomes.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Manager

Current

Bugcrowd

Feb 2024 - Present (2 years 5 months)

Directed a global enterprise portfolio totaling $300K MRR and $3.6M ARR, delivering 92% NRR and 95% logo retention. Audited customer programs, built churn mitigation plays using Gainsight/Clari/Salesforce, and delivered executive-level QBRs and onboarding/webinars to drive adoption.

Customer Success Portfolio Management Logo Retention Customer Health Monitoring Data Analysis Executive Level QBRs Onboarding Product Adoption Gainsight Salesforce Clari QBRs Webinars

Lead Customer Success Manager

SponsorCloud

Apr 2022 - Feb 2024 (1 year 10 months)

Managed a real estate investment software portfolio with $200K MRR and $2.4M ARR while onboarding, mentoring, and leading customer success associates. Used Stripe and HubSpot for subscription and billing monitoring, built a customer program workbook to reduce friction, and partnered across Sales, Product, and Engineering to create an escalation matrix.

Customer Success Account Management Portfolio Management Team Leadership Forecasting Renewal Management Process Automation Escalation Management Stripe HubSpot Customer Program Workbook Knowledge Base

Client Success Consultant

Mindmatrix

Aug 2020 - Apr 2022 (1 year 8 months)

Managed and retained account health for a pooled roster of 50–60 mid-market and enterprise accounts, mitigating conflict and driving user value. Led monthly strategy syncs on marketing automation KPIs and governed end-to-end client onboarding across marketing/sales tech stacks using Freshdesk and Zoho.