Open to opportunities

Mitali Thakur

@mitalithakur

Message

I drive retention, expansion, and churn reduction for enterprise B2B SaaS and digital media accounts.

India

Message

What I'm looking for

I'm looking to lead customer success and key-account growth, using retention analytics, AI-enabled workflows, and cross-functional execution to improve renewals, expansion, and customer outcomes.

I lead customer success, retention, and account expansion for 200+ creator and brand accounts at Brandora Diginest, sustaining 88–92% retention and driving 22% expansion revenue through tailored campaign add-ons.

I use Tableau, Advanced Excel, and AI tools including Claude, Gemini, ChatGPT, and Fireflies.ai to identify churn indicators early, automate QBRs and briefs, and safeguard revenue. My cohort health dashboards surfaced churn risk 14 days in advance while reducing administrative overhead by 30%.

Previously at BYJU'S, I redesigned the escalation matrix across Product, Technical Support, and Operations, reducing high-priority resolution time from 24 hours to under four hours. I also lifted quarterly retention by 14%, reclaimed 18% of at-risk accounts, and created SOPs adopted by a 30+ person department.

My experience also includes closing 25+ enterprise contracts at MyGate and owning full P&L, operations, customer retention, and profitability for a self-founded F&B venture. I bring a practical, data-led approach to building durable customer relationships and scalable growth systems.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Success Manager

Current

Brandora Diginest

Feb 2023 - Present (3 years 6 months)

Owned full client success strategy, key account retention, and campaign execution across Performance Marketing, Creator Management, and E-Commerce verticals. Managed 200+ creator and brand accounts, sustaining 88-92% retention and driving 22% expansion revenue.

Customer Success Key Account Management Retention Expansions Tableau Gemini ChatGpt Fireflies AI Cross functional Leadership

Senior Retention & Key Account Specialist

BYJU'S

Jan 2022 - Feb 2023 (1 year 1 month)

Led portfolio health tracking, proactive retention workflows, and cross-functional churn reduction initiatives for high-tier accounts. Utilized Tableau and Advanced Excel for predictive churn modeling, lifting quarterly retention by 14%.

Customer Retention Retention Tableau Cohort Analysis Escalation Management SOP Development Cross functional Leadership

Business Development Manager

MyGate

Jul 2020 - Dec 2020 (5 months)

Drove full-cycle key account acquisition, client pitching, and contract closures across enterprise housing and commercial property portfolios. Closed 25+ key enterprise contracts within a 6-month sprint, shortening sales cycle by 20%.

Sales Cycle Management Key Account Acquisition Contract Negotiation Pipeline Management Onboarding

Founder & Business Operations Lead

F&B Venture

Jan 2018 - Jan 2020 (2 years)

Ran full P&L, daily business operations, team leadership, supply chain, and unit economics for a high-tempo retail business. Built a loyalty and re-engagement system generating a 45% repeat customer rate.

P&L management Operations Supply Chain Customer Retention Loyalty Programs Crisis Management