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Manish Thakur

@manishthakur3

I grow enterprise revenue through retention, renewals, account health, and customer success across SaaS and financial services.

United Kingdom

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What I'm looking for

I'm seeking a Customer Success or Account Manager role where I can use commercial acumen, enterprise relationship leadership, retention, renewals, and expansion strategy to deliver sustained revenue impact.

I've owned strategic enterprise relationships at Basware, including DHL, Johnson Controls International, and UPM, leading renewals, account health initiatives, and expansion opportunities. My work contributed to a 35% CSAT improvement while protecting and growing revenue.

At Bijak, I built the Customer Success function from zero and achieved 95% retention in its first year. I created Salesforce dashboards and NPS/CSAT tracking, recruited and led a 15-person team, and improved operational efficiency by 40%.

My background also includes managing global enterprise accounts at VMware, including NASA and Fortune 500 clients, where I reduced resolution time by 30%. Across SaaS, IT services, and financial services, I combine commercial ownership, customer advocacy, technical support, and team leadership to reduce churn and strengthen long-term client value.

Experience

Work history, roles, and key accomplishments

Customer Service Consultant

TSYS EMEA Managed Services

Jan 2024 - Apr 2026 (2 years 3 months)

Delivered high-volume account management and retention support for financial services clients in a regulated environment. Managed renewals, payments, and inquiries while maintaining compliance and customer satisfaction.

Account Management Retention Compliance Customer Satisfaction

Account Manager / Lead Support Consultant

Basware

May 2022 - Aug 2023 (1 year 3 months)

Owned full revenue lifecycle and renewal process for strategic enterprise accounts including DHL, Johnson Controls International, and UPM. Drove 35% CSAT improvement and protected revenue through proactive account health monitoring and tailored success plans.

Account Management Renewal Management CSAT Change Management Negotiation Salesforce HubSpot

Technical Support and Program Lead

Bijak

Feb 2021 - May 2022 (1 year 3 months)

Built and scaled the Customer Success function from zero, achieving 95% retention rate in the first year. Designed Salesforce CRM dashboards and NPS/CSAT tracking systems to forecast renewals and drive proactive retention activity.

Customer Success Salesforce NPS CSAT Team Leadership KPI development Process Improvement

Technical Manager

ZKTeco

Jan 2020 - Dec 2020 (11 months)

Established a 25-person client support organisation from scratch, implementing renewal processes, SOPs, and performance frameworks. Redesigned service delivery model to improve customer experience metrics and first-contact resolution rates.

Team Building Process Improvement SOP Development Customer Experience Service Delivery

Technical Support Engineer

VMware

Jul 2017 - Dec 2019 (2 years 5 months)

Managed renewals and relationships for global enterprise accounts including NASA and multiple Fortune 500 clients. Reduced average resolution time by 30% through process improvements and knowledge-base enhancements.

Technical Support Renewal Management Process Improvement Knowledge Management Enterprise Accounts

Team Lead & Technical Trainer

Premium PC Care

Mar 2010 - Jun 2017 (7 years 3 months)

Managed service delivery operations and client accounts while developing and coaching high-performing technical support teams. Built and delivered training programmes covering client communication, issue resolution, and service excellence.

Team Leadership Training Service Delivery Client Communication Escalation Management