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Kashish Khanna

@kashishkhanna

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Enterprise Customer Success Manager turning regulated BFSI renewals into measurable growth.

India

Message

What I'm looking for

I want an enterprise Customer Success role where I own ARR outcomes, run CXO-level QBR/EBR governance, and drive measurable expansion—especially in regulated BFSI environments—with room to lead renewal strategy and implementation-to-growth transitions.

I’m an Enterprise Customer Success Manager with 4+ years owning INR 23+ Cr ARR across regulated BFSI, NBFC, and enterprise SaaS accounts. I consistently deliver 110%+ Net Revenue Retention through customer health scoring, executive QBR/EBR governance, data-driven renewal management, and proactive churn prevention—turning at-risk accounts into expanding revenue partnerships.

I’m also trusted for end-to-end enterprise SaaS implementations and post-go-live strategic account growth with C-suite stakeholders. From 50+ CXO-level QBRs/EBRs to predictive escalation (flagging at-risk accounts ~60 days before renewal) and landmark renewals (INR 3.2 Cr multi-year renewal at 12% price uplift), I translate complex RBI/IRDAI compliance mandates into measurable, auditable business outcomes using tools like Salesforce, Gainsight, Mixpanel, Tableau, Metabase, Postman, Retool, and ClickUp.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager (Growth)

Current

Leegality

Apr 2024 - Present (2 years)

Owned an INR 15+ Cr ARR portfolio across 30+ enterprise BFSI and NBFC accounts, driving 110%+ NRR through executive QBR/EBR governance, renewal forecasting, and proactive churn prevention. Reduced churn risk by 20% by flagging at-risk accounts ~60 days early and secured an INR 3.2 Cr multi-year renewal with 12% uplift amid active competitive displacement.

QBR EBR Governance Renewal Management Churn Prevention Predictive Analytics Salesforce BFSI Regulatory Alignment (RBI IRDAI)

Customer Success Manager (Implementation)

Leegality

Jun 2023 - Mar 2024 (9 months)

Led end-to-end delivery for 50+ enterprise BFSI implementations, ensuring on-time go-lives with zero SLA breaches. Reduced Time-to-Value by 20% via milestone-based onboarding, real-time executive dashboards, and role-specific enablement across Legal, Risk, IT, and Operations stakeholders.

Milestone Based Onboarding Time To Value RBI IRDAI Regulatory Adherence Postman

Customer Success Manager

LimeChat

Jan 2022 - Apr 2023 (1 year 3 months)

Managed an INR 8+ Cr ARR portfolio and maintained 90%+ gross renewal rate through proactive account planning, customer health monitoring, and lifecycle governance. Increased NPS by 25% and CSAT by 18% by strengthening executive engagement programs and closed-loop VoC feedback, while delivering 8% month-on-month GMV growth via WhatsApp automation strategies.

Gross Renewal Rate Customer Health Monitoring WhatsApp Automation NPS CSAT Improvement

Operations Analyst, US Financial Markets

FIS Global

Mar 2021 - Dec 2021 (9 months)

Managed enterprise escalations for Tier-1 US financial services clients, maintaining 90%+ SLA compliance in high-volume, time-critical environments. Improved CSAT by 15% in six months through root-cause diagnostics and resolution playbooks, and reduced repeat escalations by 30% with team-wide process standardization.

Escalation Management SLA Root Cause Analysis Process Standardization