Looking for a job

Ilma Mohsin

@ilmamohsin

Message

I lead customer success teams that improve retention, expansion revenue, and onboarding outcomes.

India

Message

What I'm looking for

I'm looking to lead customer success work focused on enterprise account growth, retention, onboarding, renewal forecasting, and cross-functional customer advocacy.

At IndiaMART, I lead a five-member customer success team supporting 500+ enterprise and SMB accounts across onboarding, adoption, renewal, and expansion. We sustained 4.7/5 CSAT, retained about 70% of monthly expiries, and delivered 15% revenue growth through upsell and cross-sell.

I build practical systems for account health, renewal forecasting, onboarding, executive business reviews, and escalations. My health-scoring framework reduced intervention time from 120 to 30 days, while redesigned onboarding cut time-to-value from 60 to 30 days.

Experience

Work history, roles, and key accomplishments

Senior Customer Success Manager

IndiaMART InterMesh Ltd.

Feb 2020 - Aug 2026 (6 years 6 months)

Led a 5-member CS team managing 500+ enterprise and SMB accounts, sustaining 4.7/5 CSAT and helping deliver 15% revenue growth from upsell and cross-sell. Redesigned onboarding to cut time-to-value from 60 to 30 days and ran monthly QBRs/EBRs for top-tier accounts.

Key Account Manager

BrandBerry Marcom Pvt. Ltd.

Sep 2019 - Jan 2020 (4 months)

Managed 10+ SMB and startup accounts across paid media, content, and design, delivering ROI reporting and structured business reviews to drive retention and renewals.

Account Management Paid Media Content Design ROI Reporting Business Reviews Retention Renewals