Open to opportunities

Pallavi Rathore

@pallavirathore

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Customer Success & Account Growth leader scaling retention, NRR, and adoption in high-growth SaaS environments.

India

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What I'm looking for

I’m looking for a leadership role where I can scale post-sales and customer success programs, drive Net Revenue Retention (NRR) and adoption, and build high-performing global teams using QBR governance, VoC, and lifecycle playbooks.

I’m a Customer Success and Account Management leader with 9+ years of experience in high-growth SaaS companies. I build and scale post-sales functions that deliver measurable retention and revenue growth, with a focus on Net Revenue Retention (NRR), lifecycle execution, and executive stakeholder engagement.

Most recently as Associate Director, Customer Success & Post-Sales at WebEngage, I led global Campaign Operations supporting 100+ SaaS enterprise accounts. I built and led a 30-member global Customer Success / Campaign Operations Centre of Excellence (CoE), scaling delivery capacity by 3.3× and reducing turnaround time by 40%.

I drive outcomes through structured post-sales governance, proactive account health monitoring, and QBR frameworks—achieving 155% Net Revenue Retention (NRR). I designed and executed customer onboarding, product adoption, and engagement programs (including Quick Impact Programs and feature rollout playbooks) to reduce time-to-value for new accounts.

I also create feedback loops with NPS programs and Voice of Customer (VoC) to inform product roadmap priorities and improve customer satisfaction. Earlier, I owned renewals, upsell, and enterprise stakeholder governance at MFine Technologies and supported partnership-driven account growth and renewals at DocPrime (Policybazaar), shaping my end-to-end approach to customer lifecycle, expansion, and churn reduction.

Experience

Work history, roles, and key accomplishments

Associate Director, CS

WebEngage

Sep 2022 - Feb 2026 (3 years 5 months)

Led global campaign operations for 100+ SaaS enterprise accounts by building a 30-member Customer Success/ Campaign Ops CoE, scaling delivery capacity 3.3× and cutting turnaround time by 40%. Drove 155% Net Revenue Retention through proactive account health monitoring, QBR governance, and Customer 360 insights, and reduced time-to-value with onboarding and adoption programs.

Customer Success Management Net Revenue Retention Customer Onboarding Product Adoption Campaign Operations Salesforce

Lead Account Manager

MFine Technologies

Jun 2021 - Aug 2022 (1 year 2 months)

Owned end-to-end enterprise relationships (including Amex and Maruti Suzuki) across renewals, upsell, and executive stakeholder governance, maintaining strong retention in a high-value portfolio. Drove 15% revenue growth through proactive cross-sell and renewal strategies and managed P&L responsibility for the account portfolio.

Enterprise Account Management P L Ownership Churn Risk Management Stakeholder Management Account Planning Salesforce Customer Lifecycle Management

Assistant Area Sales Manager

Practo Technologies

Jan 2020 - Dec 2020 (11 months)

Scaled regional account performance by recovering 20K+ monthly recurring revenue through targeted re-engagement and win-back initiatives. Managed the customer lifecycle from acquisition through renewal by building relationships with clinic and hospital decision-makers.

Account Growth Win Back Re Engagement Revenue Recovery Customer Lifecycle Management Stakeholder Management CRM Management Sales Operations

Assistant Manager, Business Development

DocPrime (Policybazaar)

Jul 2018 - Dec 2019 (1 year 5 months)

Built and managed a strategic enterprise hospital partnership network, driving account growth, renewals, and service delivery. Expanded provider coverage by coordinating partner growth activities across the ecosystem.