Open to opportunities

Rishika Sharma

@rishikasharma

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Seasoned customer success professional with expertise in SaaS and e-commerce.

India

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What I'm looking for

I am looking for a role that allows me to lead strategic initiatives and drive customer success in a dynamic environment.

I am a seasoned customer success professional with over 8 years of experience in SaaS revenue, marketing automation, and e-commerce. My expertise lies in driving product adoption and maximizing ROI through strong client relationship management and strategic growth initiatives. I have a proven track record of transforming challenges into opportunities, converting dissatisfied clients into advocates, and successfully managing high-value projects with multiple stakeholders.

Currently, I serve as a Senior Customer Success Manager at WebEngage, where I lead customer success initiatives for the Kuwait region. My achievements include being a top NPS scorer among 80+ CSMs and attaining 140% of my sales quota each quarter. I have also advanced from CSM to Senior Customer Success Manager in under 9 months, demonstrating my commitment to excellence and continuous improvement in customer success practices.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Success Manager

Current

WebEngage

Jul 2023 - Present (2 years)

Leading customer success for a marketing automation tool used by over 800 brands. Achieved top NPS scores and consistently exceeded sales quotas. Focused on client retention and driving product adoption through strategic guidance and training.

Customer Success Client Relationship Management Change Management Marketing Automation Project Management Stakeholder Management SaaS

Enterprise Account Manager

PushOwl

Jan 2021 - Feb 2023 (2 years 1 month)

Managed the customer journey for a leading push notification provider, achieving a 300% increase in CLTV and a 100% renewal rate. Developed onboarding processes and created extensive help documentation for merchants.

Account Management Customer Journey Onboarding Customer Retention Documentation Technical Support SaaS Push Notifications

Manager Sales Support & Accounts

Sailax AI

Mar 2020 - Feb 2021 (11 months)

Oversaw the customer journey for Indian accounts in an AI video surveillance company. Collaborated with sales and technical teams to ensure client satisfaction and successful onboarding.

Customer Journey Sales Support Technical Solutions Onboarding Client Management Troubleshooting AI Technology Communication Skills Project Management

Revenue & Operations Intern

OYO

Apr 2019 - May 2019 (1 month)

Implemented a property scoring framework to enhance revenue for underperforming properties and conducted training for teams to improve client experience.

Revenue Management Data Analysis Training Client Experience Property Management Performance Metrics Implementation Hospitality Team Collaboration Problem Solving

Key Account Manager

LoudChilli

Feb 2016 - Apr 2018 (2 years 2 months)

Managed the client lifecycle for a marketing agency, translating client needs into actionable solutions. Executed online advertising campaigns for various brands.

Client Lifecycle Management Marketing Campaigns Brand Strategy Graphic Design Client Communication Marketing Project Management Team Collaboration Digital Marketing

Associate IT Consultant

ITC InfoTech

Oct 2015 - Feb 2017 (1 year 4 months)

Served as the point of contact for client communications in the capital markets business unit, facilitating the transition of development teams and providing solutions based on client requirements.