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Mannan Raizada

@mannanraizada

Senior Customer Success Manager at LimeChat, driving 95%+ NRR and building WhatsApp automation workflows for enterprise accounts.

India

Message

At LimeChat, I own end-to-end customer success across Self-Serve, SMB, B2B, BFSI, Automotive, and D2C Enterprise accounts. I drive 98% retention and 95%+ NRR through account management, renewal planning, and expansion.

I work with enterprise relationships including IHCL, Pantaloons, and Mahindra, translating business requirements into WhatsApp bot architecture and automation workflows. I also designed and shipped a real-time CSAT dashboard to give leadership live sentiment visibility.

At Bookee, I engineered a real-time CSAT dashboard and helped the support team act on sentiment as it arrived. I also led a team of five CSMs and supported adoption, renewals, and account growth.

Earlier, I built customer success operations and playbooks at Code Vidhya, and worked across operations and customer success at Mutterfly and AshimaGlobus. At Doodhwala, I conducted market research and built churn, retention, and engagement analytics reporting.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Success Manager

Current

LimeChat

Aug 2023 - Present (3 years 3 months)

Owns end-to-end customer success across Self-Serve, SMB, B2B, BFSI, Automotive, and D2C Enterprise accounts, driving 98% retention and 95%+ NRR. Manages flagship enterprise relationships and drives expansion, upsell, and add-on opportunities.

Customer Success Account Management Retention Upselling Chatbot Architecture Automation Health Scores Churn Analysis QBR EBR CSAT Dashboard Cross Functional Collaboration

Customer Success Manager to Senior Customer Success Manager

Bookee

Jul 2022 - Jul 2023 (1 year)

Turned CSAT into a live signal with a real-time dashboard and realigned support playbooks. Drove ARR growth through upsell and cross-sell, led a team of 5 CSMs, and improved product adoption through structured onboarding.

Customer Success CSAT Dashboarding Upselling Cross Selling Team Leadership Onboarding QBR MBR Churn Analysis

Operations Manager, Customer Success

Code Vidhya

Jan 2022 - Jul 2022 (6 months)

Lifted client retention 13% via structured onboarding redesign and cross-functional process optimization. Grew upsell conversions 15% MoM and built customer success operations from scratch.

Customer Success Onboarding Retention Upselling Process Optimization Team Management

Operations Manager, Customer Success

Mutterfly

Jul 2021 - Dec 2021 (5 months)

Led a 10-person team across 4 cities, strengthening operational efficiency and team performance. Grew upsell channel revenue 12% through structured upsell initiatives and diagnosed conversion-rate gaps.

Team Leadership Operations Upselling Conversion Rate Optimization

Consultant, Operations & Customer Success

AshimaGlobus

Jun 2019 - Jul 2021 (2 years 1 month)

Designed and implemented customer success playbooks that streamlined onboarding and reduced time-to-value. Owned end-to-end customer lifecycle management across a multi-client portfolio.

Customer Success Onboarding Playbooks Lifecycle Management Relationship Management

Senior Executive, Market Research (Founders Office)

Doodhwala

Jul 2018 - May 2019 (10 months)

Conducted competitive and market research to surface expansion opportunities and inform go-to-market strategy. Built churn, retention, and engagement analytics reporting and partnered with founders on investor reporting.

Market Research Competitive Analysis Analytics Reporting Churn Analysis Retention Engagement