Open to opportunities

Manmohan Sharma

@manmohansharma1

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Customer Success Manager driving enterprise retention, growth, and SLA-compliant incident resolution.

India

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What I'm looking for

I’m looking for a fast-paced team where I can own client outcomes end-to-end—run governance, prevent churn, and lead SLA-compliant incident resolution. I want data-driven work, strong cross-functional collaboration, and opportunities to improve products via real customer feedback.

I’m a Customer Success Manager with 6.5+ years of experience driving client retention, account growth, and long-term relationship management across SaaS, Fintech, and enterprise technology environments. I’m trusted to lead onboarding, governance cadences, escalation management, churn risk mitigation, and continuous improvement initiatives for high-value B2B portfolios.

In my roles, I proactively monitor account health to identify early churn warning signs, coordinate corrective actions across teams, and eliminate escalation risk before it reaches leadership. I run structured daily, weekly, and monthly review rhythms to track SLA/KPI commitments, manage P1/P2/P3 incident handling as the primary escalation bridge, and deliver measurable improvements in customer satisfaction.

I also bring a “product feedback advocacy” mindset—gathering structured feature requests and service improvement inputs, collaborating with Product, and partnering with cross-functional stakeholders (product, engineering, aggregator, operations, and finance) to unblock delivery dependencies and reduce repeated escalations. I thrive in fast-paced startup environments, focused on business optimization, data-driven insights, and building WOW customer experiences.

Experience

Work history, roles, and key accomplishments

Deputy Manager, Customer Success

Dotpe Private Limited

Aug 2022 - Jan 2026 (3 years 5 months)

Managed a portfolio of 40+ high-value enterprise accounts as primary point of contact, delivering structured governance cadences and proactive churn-risk mitigation. Led P1/P2/P3 escalation handling with zero SLA-breach escalations reaching leadership and improved incident resolution turnaround and client satisfaction; ensured invoicing accuracy and financial oversight.

Customer Success Management Enterprise Account Management Root Cause Analysis Salesforce

Senior Operations Analyst

Ferns N Petals Pvt. Ltd.

Jan 2021 - Jul 2022 (1 year 6 months)

Managed service delivery and client engagement for 12+ corporate accounts, achieving 100% SLA adherence across recurring procurement cycles. Led governance reviews and proactive risk escalation, coordinated cross-functional execution during peak cycles, and contributed to ₹5M in single-day revenue; improved fulfillment outcomes through reporting and post-project lessons learned.

Client Delivery Management Account Health Monitoring SLA Escalation Management Process Improvement Operational Risk Management

Senior Operations Analyst - Client Delivery

Ferns N Petals Pvt. Ltd.

Jan 2021 - Jul 2022 (1 year 6 months)

Managed service delivery and client engagement for 12+ corporate accounts, ensuring 100% SLA adherence across recurring procurement cycles. Coordinated cross-functional execution during peak periods and produced account health reporting to improve issue resolution speed and customer satisfaction.

Client Delivery Management SLA performance reporting Stakeholder Management

Operations Associate - Compliance

One Mobikwik Systems Ltd.

Aug 2019 - Sep 2020 (1 year 1 month)

Managed high-volume financial operations (UPI, IMPS, P2P) with strict SLA adherence and regulatory compliance aligned to RBI guidelines. Acted as an escalation handler for sensitive transaction issues and maintained audit-ready operational documentation to standardize service quality.

Financial Operations SLA RBI Compliance Escalation Management Process Standardization Risk Mitigation

Operations Associate - Service Operations

One Mobikwik Systems Ltd.

Aug 2019 - Sep 2020 (1 year 1 month)

Managed high-volume financial service operations (UPI, IMPS, P2P) with strict SLA adherence and regulatory compliance aligned to RBI guidelines. Monitored transaction queues and dashboards in real time, escalated sensitive incidents, and maintained audit-ready documentation to prevent regulatory and service disruptions.

Financial Services Operations UPI Operations IMPS Operations P2P