# Namrata Bhatnagar Namrata Bhatnagar is a remote worker on Himalayas, Senior Customer Sucess Manager at Haptik, based in India. Source: https://himalayas.app/@namratabhatnagar ```text Senior Customer Success Manager at Haptik, driving 95%+ renewals and 35–40% QoQ growth. ``` | Detail | Value | | --- | --- | | Availability | Looking for a job | | Location | India | | Authorized to work in | India | | Salary expectations | 4621k+ INR | | Job categories | Customer Success Manager, Customer Success Director, Account Manager, Business Development Manager, Operations Manager | | Skills | Customer Success, Customer Retention, Strategic Account Growth, Account Expansion, Upselling, Cross Selling, Customer Onboarding, Customer Health, Renewal Management, Customer Advocacy, Product Adoption, Chatbot Configuration, CRM Mappings, API Integration, NPS | | LinkedIn | https://linkedin.com/in/namrata-bhatnagar-b81981a6 | ## What I'm looking for ```text My goal is to ensure product adoption, satisfaction, and measurable success for every client. ``` ## About ```text At Haptik, I built and scaled Customer Success teams, creating training frameworks and playbooks to support retention, upsell, and customer advocacy. I also drove 35–40% QoQ growth through data-led upsell forecasting and proactive success planning. I’ve partnered with senior stakeholders across BFSI, FMCG, Retail, Telecom, and Pharma, aligning Haptik’s product capabilities with their business priorities. I directed onboarding and implementation projects involving chatbot configuration, CRM mapping, and API integrations. Earlier, at Swiggy, I managed national account chains and retail accounts while enabling revenue through upselling and cross-selling. Across my work at Dineout, LimeTray, OYO Rooms, and Cafe Coffee Day, I’ve focused on customer experience, account growth, and operational execution. ``` ## Experience ### Senior Customer Sucess Manager (current) [Haptik](https://himalayas.app/companies/haptik). Apr 2025 - Present ```text 🔹Team Leadership & Development Built and scaled high-performing Customer Success teams (CSMs & Sr. CSMs) at Haptik, driving retention, upsell, and customer advocacy. Designed training frameworks, regular performance check-ins, and success playbooks to foster a culture of growth and accountability. 🔹 Strategic Customer Growth Achieved 35–40% QoQ growth at Haptik by implementing data-led upsell for ``` ### Customer Success Manager [Haptik](https://himalayas.app/companies/haptik). Oct 2024 - Mar 2025 ```text 🔹Defined success metrics, designed structured onboarding programs, and built scalable playbooks to ensure seamless customer journeys and measurable business impact. 🔹Recruited, coached, and mentored CSMs to build a high-performing team culture focused on retention, growth, and customer advocacy. 🔹Leveraged customer usage insights to drive product adoption, while identifying and executing upsell/ ``` ### Cluster Manager Swiggy. Jul 2022 - Sep 2024 ```text Led a 5-member team, achieving ARR of INR 3 Cr with 120% YoY growth Managed a diverse portfolio of 6 National Account Chains & 750+ Retail Accounts in Mumbai Enabled consistent revenue delivery through upselling & cross-selling of Ad-sales, SaaS products, and online ordering solutions Built strong restaurant partnerships while mentoring account managers to drive adoption, retention, and long-te ``` ### Cluster Manager Dineout. Aug 2019 - Jun 2022 ```text • Provide category leadership for the portfolio(s) assigned, within the geographic region assigned. • Develop deep buyer, market, and category level insights and partner with various teams, to drive the sustainable and profitable growth • Drive planning & execution of category and subcategory level business plans for the month, quarter and year. Ensure the achievement of targets set, and an opti ``` ### Region Lead - West LimeTray. Jul 2018 - Jul 2019 ```text Responsible for maintaining P&L and being the face of the company for any merchant interactions. • Drive overall growth and P&L for the marketing execution department by closely tracking the key metrics like monthly recurring revenue, penetration, usage & churn. • Brand growth and marketing of the merchants. Relationship building, generating revenue for both, the merchants and Limetray. • Coordina ``` ### Senior Account Manager LimeTray. Jan 2017 - Jun 2018 ```text Handling an array of clients in the region. ● Marketing and brand building of the clientele, which includes utility of an array of products from LimeTray in growing businesses online as well as offline. ● Increasing website sales, handling marketing and sales for them. ● Making marketing proposals and planning out the campaigns and its strategies to increase traffic on the website. ● Giving data a ``` ### Cluster Manager OYO Rooms. Sep 2016 - Dec 2016 ```text Supervise 40+ properties in my cluster. • Work closely with the team to achieve the weekly targets. • Identify issues and improve processes which help in optimising cost and time involved • Maintain property level sales and costs summary. • Reviewed entire inventory lists on a daily basis to keep track of inventory flow and add more inventory in the cluster on a regular basis. • Comparing product ``` ### Guest experience Manager OYO Rooms. Jul 2015 - Sep 2016 ```text • Responsible for the Customer Experience of Mumbai region business of the organisation • Improved the Customer Experience over a period of 6 months which in turn drove repeat customers • Decreased shiftings while coordinating with PAN India City teams and Central production team • Created and automated daily/weekly/monthly CX & Ops Dashboards/Reports which helped in real time monitoring of on-gro ``` ### Area Manager Cafe Coffee Day. Jun 2014 - Jun 2015 ```text • Develop area business plans by preparing weekly, monthly and annual sales targets, monitoring the achievements periodically to assess the performance of the outlets. • Action plans developed to address the cause of sales not meeting expected targets. • Supervise the performance of the Cafe’ Managers in the region and provide them with directions and advice on matters pertaining to improving t ``` ## Education ### IHM B.Sc., Hospitality & Hotel Administration ### Indian Institute of Management, Calcutta Executive Master of Business Administration, General Studies. 2024 - 2025 ### IHM Mumbai Bachelor’s Degree. 2011 - 2014 ## Tech stack - Microsoft Word - Microsoft Office To contact Namrata, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire). ## People also viewed - [Rahis Khan](https://himalayas.app/@rahiskhan): Product Adoption Specialist International Market, Keka HR - [Kaustubh Sinha](https://himalayas.app/@kaustubhsinha): Manager Customer Success, Zycus Infotech - [Akanksha Maheshwari](https://himalayas.app/@akankshamaheshwari): Sr. Analyst, Customer Success Manager, Rahyden Interactive Pvt. 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