Rimpy Sharma
@rimpysharma
I drive customer retention, expansion, and product adoption across enterprise SaaS portfolios.
IndiaWhat I'm looking for
At Freshworks, I own retention, renewal, and expansion strategy for North American and European customers representing approximately $6M ARR. I lead seven CSMs, improving customer health scores by 25% and reducing churn risk by 20% through lifecycle programs and cross-functional collaboration.
Previously at Meritto, I managed 20+ mid-market and enterprise accounts, achieved a 96% annual renewal rate, and maintained a 100% NPS score. My experience also includes onboarding and managing accounts at Unacademy, conducting market research and lead-generation initiatives, and delivering multi-region client projects at Business2sell.
Experience
Work history, roles, and key accomplishments
Owned end-to-end retention, renewal, and expansion strategy for a portfolio of North American and European customers representing ~$6M ARR. Managed and coached a team of 7 CSMs, driving a 25% improvement in customer health scores and 20% reduction in churn risk.
Associate Manager, Customer Success
Meritto
Oct 2023 - Apr 2025 (1 year 6 months)
Managed a portfolio of 20+ Mid-Market and Enterprise accounts representing ~$500k ARR, executing retention, upsell, and cross-sell strategies. Maintained a consistent NPS score of 100% and achieved a 96% annual contract renewal rate.
Led and coached a team of 7 associates to onboard and manage accounts for 1200+ Enterprise and Mid-sized companies. Conducted market research to identify and segment 20,000+ target companies and developed strategic lead generation initiatives.
Customer Success Associate
Business2sell
Dec 2018 - Apr 2022 (3 years 4 months)
Managed multi-region client relationships, delivering tailored solutions to maximize customer satisfaction. Led end-to-end project delivery while collaborating with teams across Australia and Fiji to execute cross-regional initiatives.
Education
Degrees, certifications, and relevant coursework
Gian Jyoti Institute of Management and Technology
Master of Business Administration, Human Resources and Finance
2016 - 2018
Pursued an MBA with a specialization in Human Resources and Finance.
Panjab University
Bachelor of Commerce, Commerce
2012 - 2015
Completed a Bachelor of Commerce degree.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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