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Mukesh Nayak

@mukeshnayak

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Senior Customer Success Manager driving retention, upsell, and scalable SaaS account growth.

India

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What I'm looking for

I seek a customer-success leadership role in a growth-stage SaaS company where I can drive renewals, scale lifecycle processes, mentor teams, and increase expansion revenue.

I am a Senior Customer Success Manager with 6+ years building retention, upsell revenue, and long-term account growth across B2B SaaS environments. I manage large hybrid portfolios—SMB to enterprise—and design data-driven lifecycle processes that scale.

I've handled portfolios of 750+ accounts with ARR impact exceeding $1.5M+, and consistently delivered measurable outcomes: 18–22% revenue lift from expansion motions, 14% CSAT improvement, and onboarding completion up 22%.

My background includes leading cross-functional initiatives with Product, Engineering, Cloud, and Support teams to reduce turnaround times and escalations, plus hands-on experience mentoring teams (up to 6 direct reports and training groups of 48). I also led a major software migration for a $750M client, cutting downtime by 20%.

I pursue scalable processes, strong stakeholder partnerships, and measurable customer value—focused on renewals, churn reduction, product adoption, and building repeatable playbooks that drive growth.

Experience

Work history, roles, and key accomplishments

Senior Customer Success Manager

Primenumbers Technologies

Jun 2025 - Dec 2025 (6 months)

Managed full customer lifecycle across 750+ SMB and enterprise accounts with ARR impact > $1.5M, driving 18–22% upsell revenue lift and improving CSAT by 14%. Implemented scalable onboarding and support workflows, increasing onboarding completion 22% and reducing escalations 18%.

& Customer Success Account Management Onboarding Renewals Upsell CSAT Process Improvement Stakeholder Management

Customer Success Lead

IQnext – Synconext Technologies

Jan 2023 - May 2025 (2 years 4 months)

Managed 180+ enterprise and SMB accounts with $263K+ ARR, achieved a 78% YoY renewal rate retaining $205K and increased upsell revenue by 16% while improving NPS by 8 points and reducing churn 12%.

& Customer Success Renewals Account Expansion Team Leadership NPS Onboarding Stakeholder Management

Team Leader – Key Account Management

Think & Learn Pvt. Ltd.

Jan 2021 - Jan 2023 (2 years)

Led a team of 6 post-sales associates managing 250–500 key accounts, delivering a 32% improvement in renewals and a 15-point NPS increase through scaled retention and upsell programs.

Key Account Management Team Leadership Renewals Retention Strategy Upsell Onboarding Training Cross Functional Collaboration

Senior Renewal Specialist

Think & Learn Pvt. Ltd.

Jan 2020 - Jan 2021 (1 year)

Managed 127+ high-value K–12 client accounts achieving 74 successful renewals, conducting 350+ education and renewal sessions and streamlining escalation resolution to improve renewal efficiency.

Renewals CRM Customer Education Escalation Management Process Improvement Training Account Management

Enterprise Sales Associate

Think & Learn Pvt. Ltd.

Jan 2019 - Jan 2020 (1 year)

Contributed to BYJU'S first Enterprise campaign and inside sales model, closing $75K+ in B2B sales through demos, requirements analysis, and solution recommendations.