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Pranay Joshi

@pranayjoshi

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Experienced account manager with a focus on customer success in SaaS.

India

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What I'm looking for

I am looking for a role that fosters collaboration, values customer success, and offers opportunities for professional growth.

I am a seasoned professional with over 11 years of experience in account management within the SaaS and MarTech ecosystem. My journey has taken me through various roles in a Digital Marketing Agency, a Large Enterprise, and a Fortune 500 organization. I excel in stakeholder and C-level management, enhancing customer experience, and driving account expansion through renewals and strategic cross-sell and upsell opportunities. I have successfully managed a portfolio of Enterprise and Mid-Market clients generating over $3.5 million in Annual Recurring Revenue (ARR) with a remarkable 103% Net Revenue Retention (NRR).

In my most recent role as a Senior Customer Success Manager at Sprinklr, I led success management for over 25 enterprise B2B clients in the US, achieving significant improvements in customer satisfaction and retention. My proactive approach to product adoption and internal collaboration has resulted in a notable increase in client performance metrics. I have a proven track record of reducing churn and enhancing the onboarding process for new Success Managers, showcasing my commitment to team development and client success.

Throughout my career, I have demonstrated my ability to drive revenue growth and improve customer retention through innovative marketing strategies and data-driven decision-making. My experience spans executing multi-channel marketing programs, optimizing customer acquisition strategies, and enhancing lead generation efforts, all of which have contributed to substantial business growth and client satisfaction.

Experience

Work history, roles, and key accomplishments

Senior Customer Success Manager

Sprinklr India

Sep 2022 - Mar 2025 (2 years 6 months)

Led success management for 25+ enterprise B2B clients in the US, achieving 103 %+ Net Retention by driving product adoption for Sprinklr while fostering strong internal cross-functional collaboration. Conducted periodic client presentation and business reviews to achieve their key performance metrics in Social Media and Digital Marketing, increasing average CSAT from 7 to 8.5+ within 6 months, the

Customer Success Net Retention Presentation Client Business Reviews Social Media Digital Marketing Content Marketing Social Media Listening Campaign Planning

Customer Success Manager

Sprinklr India

Mar 2021 - Aug 2022 (1 year 5 months)

Achieved 100% customer retention in the first year for a $1Mn book by addressing client needs. Implemented personalized social media and digital marketing strategies to ensure client satisfaction.

Customer Retention Social Media Strategy Digital Marketing Strategy Customer Success

Digital Marketing Manager

Marketing Masala

May 2016 - Dec 2019 (3 years 7 months)

Executed multi-channel marketing programs for B2B / B2C clients across India and APAC, leveraging cross-functional teams of content marketers, PPC specialists, and designers, resulting in a 20% increase in customer retention. Drove firm's transition from a seed-stage startup to a thriving agency, generating 5x revenue growth in 2 years and expanding the client portfolio to 12+ active accounts. Man

Digital Marketing Multi channel Marketing Customer Retention Revenue Digital Advertising Budget Management A B Testing Product Marketing Customer Acquisition Mobile Marketing

Digital Marketing Executive

Marketing Masala

Aug 2015 - Apr 2016 (8 months)

Drove the outbound lead generation strategy for a Singapore-based SaaS client, resulting in 130+ qualified leads in two months, thereby securing additional contracts and generating referrals. Enhanced lead conversion rates & SEO visibility, achieving a 10% M-O-M organic search growth for the firm, aligned with the agency's business objectives. Conducted thorough market analysis to identify emergin

Outbound Marketing SaaS Marketing Lead Conversion SEO Organic Growth Market Analysis Digital Marketing Strategy Marketing Effectiveness

Executive

Siemens Ltd.

Jul 2011 - Sep 2014 (3 years 2 months)

Achieved the highest sales of a newly launched product in the territory, leading to INR 75lacs additional revenue for the zone within 6 months. Conducted multiple demand generation events focused on low-voltage electrical products, capturing 862 qualified leads and increasing product inquiries by 40% within the assigned territory.

Sales Revenue Demand Generation Product Marketing

Education

Degrees, certifications, and relevant coursework

DIT Dehradun

Bachelor of Technology, Electrical Engineering

Studied Electrical Engineering, gaining foundational knowledge in electrical systems and technologies. Developed problem-solving skills applicable to various engineering challenges.

S.P Jain Institute of Management & Research

MBA (PGPM), Marketing

Completed a Master of Business Administration with a specialization in Marketing. Focused on advanced marketing strategies and business management principles.