Looking for a job

Himansu Rout

@himansurout

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I drive B2B SaaS retention, expansion, and strategic customer outcomes.

India

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What I'm looking for

I'm looking to lead customer success, strategic accounts, renewals, and expansion in a B2B SaaS environment where I can build trusted stakeholder relationships, improve retention, and partner closely with Product, Support, Sales, and Implementation teams.

At Sanchi Connect, I own the end-to-end customer success lifecycle for SanchiApp, a B2B SaaS platform serving government departments, incubation centers, and institutional partners. I manage onboarding, adoption, health monitoring, renewals, expansion, escalations, and product-feedback loops.

Previously at Amazon, I ranked #1 of 125 Team Managers on the CAP KPI leaderboard while leading customer operations across NA, UK, and India. I reduced escalations by 95%, delivered 94% NPS, and built scalable SOPs and enablement playbooks for a 30–40 person team.

At Skill-Lync, I led delivery governance for 70+ enterprise accounts including BMW, Deloitte, Microsoft, Accenture, Oracle, and Mercedes-Benz. I generated ₹13Cr in FY2025 revenue by connecting delivery KPIs to account expansion, while sustaining 92% NPS and 86% retention.

I bring 4+ years across B2B SaaS, retail, e-commerce, and EdTech, backed by Lean Six Sigma Black Belt rigor. I enjoy building trusted stakeholder partnerships, turning customer feedback into action, and improving retention through disciplined operational execution.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Sanchi Connect

Aug 2026 - Present (2 months)

Owns end-to-end client relationships and customer success for SanchiApp, a B2B SaaS platform serving government departments, incubation centers, and institutional partners. Manages onboarding, adoption, health-score monitoring, renewal, and expansion while maintaining escalation logs and product feedback loops.

Customer Success B2B SaaS Onboarding Health Scores Escalation Management Product Feedback Training

Team Manager - Customer Success

Amazon

Feb 2025 - Apr 2026 (1 year 2 months)

Owned SLA, KPI, and quality governance for NA, UK & India customer operations. Ranked #1 of 125 Team Managers on the CAP KPI leaderboard, reduced escalations by 95%, and delivered 94% NPS.

SLA Management KPI Management Escalation Management Workforce Management Lean Six Sigma Kaizen

Team Lead - Client & Customer Success

Skill-Lync

Nov 2022 - Feb 2025 (2 years 3 months)

Owned client-facing SLAs, KPIs, and delivery governance for enterprise accounts including BMW, Deloitte, Microsoft, Accenture, Oracle, and 65+ others. Generated ₹13Cr revenue in FY2025 and sustained 92% NPS and 86% retention.

Client Success SLA Management KPI Tracking Stakeholder Management LMS Revenue Growth

Customer Relationship Manager Associate

Byju's

Oct 2021 - Nov 2022 (1 year 1 month)

Owned SLA and CSAT KPIs for B2C customer relationships across inbound, outbound, email, and CRM ticket channels. Onboarded 6,000+ customers and achieved 98% CSAT.