Open to opportunities

Manisha Kumari

@manishakumari5

Message

Customer Success leader driving retention, onboarding, and growth across hospitality SaaS.

India

Message

What I'm looking for

I’m looking for a Customer Success Manager role in a remote-first SaaS environment—especially hospitality tech or APAC-focused teams—where I can drive onboarding, renewals, churn prevention, and product adoption using data-driven customer health.

I’m a Customer Success professional with 11+ years of B2B experience in account management, client onboarding, renewals, and escalation management across hospitality, coworking, and corporate sectors. I focus on driving product adoption, reducing churn risk, and building long-term client relationships.

In my most recent role as Head of Sales & Customer Success at Career4You, I managed end-to-end customer success for corporate and hospitality clients—owning onboarding through renewal outcomes for training and internship programs. I also designed CRM-driven email campaigns (HubSpot) to improve lead-to-client conversion and engagement, while leading enablement sessions, product demos, and escalation calls to resolve issues early.

Before that, as an Assistant Customer Success Manager at Bhive Workspace, I served as the primary point of contact for B2B onboarding, renewals, billing, and escalations—directly analogous to a SaaS CSM function. I conducted QBRs to align on goals, identify upsell opportunities, and manage customer health using proactive churn-risk monitoring, while collaborating with marketing to support lead flow and community growth.

Earlier in hospitality operations, I led guest escalations, service recovery, and VIP management with a strong focus on feedback-driven improvements and cross-department coordination. That foundation strengthens how I partner with stakeholders today—bringing a customer-first, data-informed approach to customer experience, retention, and revenue growth.

Experience

Work history, roles, and key accomplishments

Head of Sales & Customer Success

Career4You

Oct 2022 - Nov 2025 (3 years 1 month)

Managed end-to-end customer success for corporate and hospitality clients, driving onboarding, product adoption, and renewals while resolving escalations to reduce churn risk. Led HubSpot-driven CRM email campaigns and enabled teams to improve account retention and engagement.

Customer Success Management Onboarding Renewals Churn Prevention QBR Facilitation HubSpot CRM Product Adoption Escalation Management Team Leadership Sales Enablement

Assistant Customer Success Manager

Bhive Workspace Pvt. Ltd.

Aug 2020 - Oct 2022 (2 years 2 months)

Owned onboarding, renewals, billing, and escalations for a B2B corporate account portfolio, using customer health monitoring to retain accounts and support occupancy and revenue targets. Conducted QBRs, identified churn-risk accounts, and collaborated with marketing and community stakeholders to drive engagement and upsell opportunities.

B2B Account Management Customer Health Monitoring Renewals Billing & Invoicing QBRs Churn Risk Management Upselling Revenue Growth Stakeholder Management

Assistant Guest Relations Manager

Courtyard & Fairfield by Marriott

Nov 2019 - Aug 2020 (9 months)

Managed guest escalations, service recovery, and VIP guest management while using guest feedback data to implement corrective actions and maintain strong NPS and satisfaction. Coordinated cross-department workflows to deliver a seamless end-to-end guest experience.

Service Recovery VIP Management NPS Cross functional Coordination Quality Improvement Customer Satisfaction

Duty Manager / Front Office Executive

Hilton Hotels & Resorts

Aug 2017 - Nov 2019 (2 years 3 months)

Led front office operations and VIP arrivals in a high-pressure environment, driving consultative upselling and cross-selling while training staff on sales techniques. Monitored guest satisfaction and implemented data-driven improvement plans to enhance service quality.

Upselling Staff Training Revenue Growth Customer Service Leadership

Front Office Associate

ITC Hotels

Nov 2015 - Apr 2017 (1 year 5 months)

Delivered exceptional guest experience across the full guest journey for a luxury 5-star property, managing MICE groups, VIP guests, long-stay clients, and complex reservations. Maintained accurate guest profiles and ensured smooth front office operations to support high service standards.

Luxury Hospitality Reservation Management Guest Profiles Customer Service Service Coordination

Guest Relation Officer

The Leela Palace

Apr 2014 - Apr 2015 (1 year)

Upheld luxury hospitality standards by handling guest queries, service requests, and complaints with high resolution rates. Supported guest relations to ensure a premium experience and repeat retention.

Guest Relations Complaint Resolution Service Request Management Luxury Hospitality Standards Customer Service Guest Experience

Front Desk Trainee

Bio Aktiv Cheimgauer Hof

Jun 2013 - Nov 2013 (5 months)

Assisted front desk operations and supported VIP turndown service, gaining exposure to European hospitality standards. Helped deliver consistent service for arriving and staying guests.

Front Desk Support VIP Turn Down Service Administrative Assistance