Open to opportunities

lavneesh tripathi

@lavneeshtripathi

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Senior Customer Success & Renewals leader driving adoption, retention, and revenue growth for enterprise SaaS clients.

India

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What I'm looking for

I’m seeking a leadership role in enterprise SaaS where I can drive onboarding adoption, renewals, and CSAT using data-led governance, partner cross-functionally, and grow long-term customer value.

I’m a Customer Success leader with 15+ years of experience across SaaS and HR Tech, specializing in enterprise accounts, renewals, and client lifecycle management. I currently drive customer adoption, value realization, CSAT, retention, and long-term partnership outcomes.

In my role as Senior Manager – Customer Success & Renewals, I own end-to-end customer success for enterprise SaaS clients on Zwayam Hire. I act as the primary SPOC across onboarding, optimization, and escalation, and I run quarterly governance reviews with data-backed insights and performance decks.

I’m known for a consultative, data-driven approach—turning complex platform capabilities into measurable business impact. I forecast renewals and customer health metrics for leadership visibility, partner closely with Product, Sales, and Support, and enable customers to maximize ROI through full platform utilization.

Previously, I led APAC renewals and digital sales operations for IBM-acquired products under HCL Software, including BigFix, Domino/Notes, and AppScan. I managed renewal contracts for 100+ enterprise clients across regions, owned forecasting and revenue reporting, maintained CRM hygiene, and supported stakeholders across Finance, Order-to-Cash, and VARs while executing renewals.

Experience

Work history, roles, and key accomplishments

Current

Senior Manager – Customer Success

Current

Infoedge India Pvt Ltd

Feb 2022 - Present (4 years 5 months)

Own end-to-end customer success for enterprise SaaS clients on Zwayam Hire, driving product adoption, customer health scores, CSAT, and renewal outcomes. Act as the primary SPOC and voice of customer, and forecast renewals and customer health metrics for leadership visibility.

Client Lifecycle Management Customer Relationship Management (CRM)Account Management Customer Success Customer Experience Escalation Management Customer Satisfaction Revenue Forecasting Stakeholder Management Voice Of Customer Customer Onboarding Customer Health

Current

Senior Manager – Customer Success & Renewals

Current

Infoedge india pvt ltd

Feb 2022 - Present (4 years 5 months)

• Own end-to-end customer success for enterprise SaaS clients on Zwayam Hire
• Drive product adoption, customer health scores, CSAT, and renewal outcomes
• Act as the primary SPOC for customers across onboarding, optimization, and escalation
• Conduct quarterly governance reviews with data-backed insights & performance decks
• Enable customers to maximize ROI through full platform utilization
• Pa

Digital Sales & Renewals – APAC

HCL Software

Oct 2018 - Sep 2021 (2 years 11 months)

Led APAC digital sales and renewals for IBM-acquired SaaS products, managing renewal contracts for 100+ enterprise clients across APAC. Owned forecasting, pipeline reviews, revenue reporting, and executed renewals for BigFix, Domino/Notes, and AppScan while coordinating with finance, order-to-cash, and VARs.

Client Lifecycle Management Customer Success Escalation Management Revenue Forecasting Stakeholder Management Digital Sales CRM Hygiene 120 Day Rolling Renewal Forecasts Pipeline Reviews Revenue Reporting Order To Cash

Digital Sales & Renewals – APAC (IBM Products)

HCL Software

Oct 2018 - Sep 2021 (2 years 11 months)

• Led APAC digital sales and renewals for IBM-acquired SaaS products
• Managed renewal contracts for 100+ enterprise clients across APAC
• Owned forecasting, pipeline reviews, and revenue reporting
• Executed renewals for BigFix, Domino/Notes, and AppScan
• Coordinated with Finance, Order-to-Cash, VARs, and internal stakeholders
• Maintained CRM hygiene and rolling 120-day renewal forecasts

Client Lifecycle Management Customer Success Escalation Management Revenue Forecasting Stakeholder Management

Senior Customer Associate

HCL Software

Nov 2007 - Oct 2018 (10 years 11 months)

Managed customer service operations and order management for British Telecom (BT) clients, handling escalations, audits, and service quality improvements. Delivered consultative outbound upsell opportunities, and trained and mentored new hires with SLA adherence and performance tracking.

Customer Service Operations Order Management Escalation Handling Mentoring SLA Performance Tracking

Senior Customer Associate – British Telecom

HCL Software

Nov 2007 - Oct 2018 (10 years 11 months)

• Managed customer service operations and order management for BT clients
• Handled escalations, audits, and service quality improvements
• Delivered upsell opportunities through consultative outbound calls
• Trained and mentored new hires; supported team performance tracking
• Maintained high-volume customer interaction records with SLA adherence