Open to opportunities

Naveen Nagaraju

@naveennagaraju

Message

Customer Success Manager driving 100% NRR, $50K+ upsells, and faster onboarding in B2B SaaS.

India

Message

What I'm looking for

I’m looking for a B2B SaaS Customer Success role where I can own retention and expansion (NRR/upsell), lead QBRs, build repeatable onboarding playbooks, and partner closely with Product & Engineering to drive roadmap impact.

I’m a Customer Success Manager with 8+ years in B2B SaaS, consistently managing $600K+ ARR across 35+ accounts (including 16 enterprise clients). I’ve built and scaled CS teams from scratch, and I’m known for delivering 100% net revenue retention, $50K+ annual upsell revenue, and measurable churn reduction through proactive health scoring and renewal management.

At GaragePlug, I reduced onboarding from 2 months to 35 days by designing structured onboarding playbooks, adoption frameworks, and milestone-based success plans. I run QBRs with C-suite stakeholders, act as the voice of customer to Product & Engineering, and resolve critical escalations—translating customer needs into roadmap impact while building advocacy through tangible ROI.

Experience

Work history, roles, and key accomplishments

Customer Success Manager

GaragePlug

Nov 2023 - May 2026 (2 years 6 months)

Managed 35+ accounts (16 enterprise) and maintained 100% net revenue retention across $600K+ ARR through proactive customer health scoring and strategic renewals. Reduced onboarding from 2 months to 35 days, generated $50K+ annual upsell revenue, and led C-suite QBRs and escalations while building a CS team from scratch.

Net Revenue Retention Customer Health Customer Onboarding Upsell Stakeholder Management Salesforce Gainsight ChurnZero

Associate Client Success Specialist

Greenway Health LLC

May 2021 - Nov 2023 (2 years 6 months)

Managed 47 B2B accounts for a US-based SaaS healthcare platform, contributing to 90%+ retention by aligning client workflows with product capabilities and identifying at-risk accounts. Partnered with Product and Engineering to resolve escalations, and performed usage reviews and data analysis to ensure measurable outcomes.

B2B Customer Success Product Adoption Escalation Management Usage Reviews Data Analysis Stakeholder Management Onboarding & Support

Operations Specialist

Aegis Customer Support Services Private

Oct 2017 - Nov 2020 (3 years 1 month)

Provided multi-channel support (voice, email, chat) for US-based customers, consistently meeting SLA requirements and achieving 90%+ CSAT. As Level 2 Specialist, helped improve customer retention from 65% to 80% (2018–2019) through proactive issue resolution and escalation handling.

Customer Support SLA Management CSAT Escalation Handling Voice support Email Chat Support Customer Retention

Business Development Intern

Maxton Technology Private Limited

Aug 2016 - Sep 2017 (1 year 1 month)

Engaged with 75+ customers to support lead qualification and revenue generation for the sales team. Maintained client records in CRM databases and supported knowledge sharing with the team.

Lead Qualification Sales Support Customer Outreach Team Collaboration