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Rahul Mishra

@rahulmishra12

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Customer Success leader at SaaS Labs who raised NRR from 90% to 110% with digital and AI strategies.

India

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What I'm looking for

I’m looking for a Customer Success leadership role where I can tackle churn and retention challenges hands-on, build scalable processes and solutions, and use an AI-first mindset to make Customer Success a growth engine.

At SaaS Labs, I built the Account Management function and created repeatable expansion motions across the product line. Digital and AI strategies increased portfolio per FTE by 100% and raised NRR from 90% to 110%.

I scaled the Customer Success team from 10 to 30 members, turning it from a cost center into a revenue growth engine. I also introduced a risk identification and mitigation system that reduced team logo churn from 15% to 5%.

At Phoenix Compliance, I helped scale Customer Success operations to a 10-person team, managed a $3M ARR portfolio across 1,000 accounts, and created onboarding programs that cut time-to-value from 60 to 30 days. At eClinicalWorks, LLC, I managed strategic and enterprise accounts, overseeing 20 accounts representing $20M ARR and generating $3M in expansion revenue.

Experience

Work history, roles, and key accomplishments

Current

Sr. Manager - Customer Success Account Manager

Current

SaaS Labs

Nov 2021 - Present (5 years)

Strategically scaled and transformed a 10-member team into a 30-member revenue growth engine, driving measurable top-line impact. Built Account Management function from ground up, consistently exceeding expansion quotas by 120%.

Sales Client Relationships Account Management Retention SaaS Analytical Skills Interpersonal Skills Negotiation Leadership Strategic Planning AI Relationship Building Salesforce Gainsight ChurnZero

Team Lead - Regional Account Representative

Phoenix Compliance

Jun 2019 - Nov 2021 (2 years 5 months)

From founding member of customer success to scaling a team of 10 team members focused on value delivery thus driving sustainable growth. Managed $3M ARR portfolio across 1,000 accounts and cut churn rate from 24% to 12% in the first year.

Customer Success Team Leadership Account Management Onboarding Churn Reduction Value Delivery Sustainable Growth

Strategic Account Manager

eClinicalWorks, LLC

Jul 2016 - Jun 2019 (2 years 11 months)

Account Manager for high-ACV accounts, driving value realization and retention. Managed strategic and enterprise accounts, fostered customer relationship and strategic planning for growth and retention.

Account Management Strategic Planning Customer Relationships Retention Enterprise Accounts Growth