Sahil Chawla

Owned a portfolio of 60+ mid-market and enterprise HR-tech SaaS accounts, maintaining 95% CSAT and closing $1M+ in upsell and cross-sell revenue. Led renewals and executive QBRs, achieving 94% gross and 115% net revenue retention.

Guided enterprise B2B accounts through adoption and feature enablement to raise platform usage and client lifetime value. Served as primary escalation point for critical incidents and built weekly portfolio health reporting for senior leadership.

Coached and managed a team of customer success specialists through monthly 1-on-1s and KPI tracking. Advised leadership on platform optimization and converted user feedback into structured bug tickets and feature requests.

Assessed financial risk and account profiles for small business clients, supporting credit line expansions. Worked with credit operations and servicing teams to resolve client issues and protect account standing.

Resolved tier-2 escalations and reservation disruptions for UK and US customers with high first-contact resolution. Met SLA, quality, and average-speed-of-answer targets in a high-volume international contact environment.

Master in Innovation Management & Sustainable Tourism. Year 1 completed in Sassari; Year 2 at the University of Łódź.

Coursework in Human Resources & Process Automation in Power Apps, covering enterprise workflow automation, CRM logic, and organizational design.

Bachelor of Arts degree from Shobhit University.