Looking for a job

Roshni Nahar

@roshninahar

Message

I drive retention, adoption, and expansion for enterprise B2B SaaS customers.

India

Message

What I'm looking for

I'm looking to lead customer success for B2B SaaS or enterprise accounts, using data-driven success strategies, executive stakeholder management, and cross-functional collaboration to improve adoption, retention, and expansion.

At Freshworks, I manage a $4M+ ARR mid-market and enterprise portfolio, driving 94% renewals, a 15% revenue increase through expansion, and stronger customer health through proactive success planning.

I've also launched three digital banking platforms at Nuclei, including a go-live in under two months, and led high-volume client delivery at Notion Press. I build lasting executive relationships, lead QBRs, resolve escalations, and coach teams to improve adoption, retention, and customer outcomes.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Success Manager (APMEA)

Current

Freshworks

Oct 2023 - Present (2 years 11 months)

Managed a portfolio of mid-market and enterprise clients with $4M+ ARR, driving 94% renewal rates and leading strategic MBRs and QBRs. Coached a team of 4 CSMs, improving customer health scores by 25% and reducing churn risk by 20%.

Customer Success Account Management Renewals QBRs Customer Health Churn Prevention Team Leadership Salesforce HubSpot Gainsight ChurnZero Data Analysis

Client Success Manager

Nuclei

Aug 2020 - Sep 2023 (3 years 1 month)

Managed a portfolio of 8+ enterprise banking clients, including HSBC, DBS Bank, Canara Bank, and IndusInd Bank, driving end-to-end customer lifecycle management and maintaining 95%+ retention. Launched 3 digital banking platforms, including the fastest go-live in under 2 months.

Customer Success Customer Lifecycle Management Onboarding Renewals Stakeholder Management Project Delivery Salesforce Jira Trello

Publishing Manager

Notion Press

Jun 2019 - Aug 2020 (1 year 2 months)

Managed end-to-end delivery of 160+ publishing projects, handling up to 35 concurrent client engagements per month. Served as primary point of contact for domestic, international, and VIP clients, achieving 95%+ on-time delivery.

Project Management Escalation Management Process Improvement Vendor Management