Open to opportunities

Rohan Sharmah

@rohansharmah

Message

Customer Success leader building scalable CS operations for B2B SaaS and Industrial IoT.

India

Message

What I'm looking for

I seek roles where I can build or scale CS operations, drive retention and expansion, partner with product and engineering, and mentor teams in fast-growing B2B SaaS or Industrial IoT environments.

Customer Success leader with 4+ years’ experience building and scaling Customer Success functions in B2B SaaS, Industrial IoT, and Industry 5.0, delivering large-scale IT-OT, EMS, process optimization, and custom digitization projects. I have owned end-to-end enterprise delivery, stabilized at-risk accounts, and converted delivery success into renewals and expansion opportunities.

I specialize in establishing CS operations, SOPs, trackers and dashboards, mentoring teams, and driving product advocacy to increase platform adoption. My efforts have driven high retention, measurable ARR growth, and the delivery of customer-driven product features while thriving in early-stage and fast-growing environments.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Success Manager

Current

Faclon Labs

Jan 2024 - Present (2 years)

Owned end-to-end delivery of enterprise IT-OT, EMS, and IoT digitization projects, delivering 30+ projects and 200+ dashboards that drove 96% customer retention and ~20% ARR growth through 50+ upsell opportunities.

Customer Success IT OT Delivery EMS Stakeholder Management Customer Retention Dashboards Team Leadership

Customer Success Manager

Faclon Labs

Mar 2023 - Dec 2023 (9 months)

Stabilized at-risk enterprise accounts and rebuilt CS function post-restructure, contributing to growth of the CS team from 0 to 13 and increasing renewal rates by 50%.

Churn Prevention Renewals CS Operations SOPs Onboarding Stakeholder Management Cross Functional Collaboration

Software Operations Manager

Faclon Labs

Jul 2022 - Feb 2023 (7 months)

Managed daily software operations and a 6-person team, monitored KPIs and ensured timely configurations and delivery commitments across enterprise projects.

Operations Management Team Leadership KPIs Software Configuration Project Delivery Performance Management

Software Operations Executive

Faclon Labs

Jan 2022 - Jun 2022 (5 months)

Provided cross-functional technical delivery and software configuration support for enterprise customer projects, contributing to on-time deliverables and customer satisfaction.

Software Configuration Technical Support Cross Functional Collaboration Customer Support

Customer Success Intern

Faclon Labs

Sep 2021 - Dec 2021 (3 months)

Supported IoT platform clients across water, energy, and infrastructure sectors, handling inquiries and improving satisfaction through efficient issue resolution.

Customer Support IoT Platform Client Communication Energy Management Water Management Service Delivery

Education

Degrees, certifications, and relevant coursework

Tezpur College

Bachelor of Commerce (Honours), Management

Completed a Bachelor of Commerce (Honours) with coursework in business analytics, operations management, marketing strategy, customer relationship management, and human resource management.