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Samad Kidwai

@samadkidwai

I grow enterprise customer retention, renewals, adoption, and expansion through strategic programs.

At Great Learning, I manage 10 strategic corporate partner accounts supporting 500+ learners annually through programs delivered with the University of Texas at Austin.

I own onboarding, adoption, customer health, renewals, retention, and expansion, improving customer retention by 25% through proactive health monitoring, early risk identification, and structured engagement plans.

I use Salesforce CRM to manage leads, opportunities, accounts, engagement, pipeline, and account health. I also lead Monthly Business Reviews covering adoption, NPS, CSAT, SLA performance, risks, and action plans.

Previously, I managed customer consultations and onboarding for Data Science programs at upGrad and led quality governance across outsourced support partners at Zomato, reducing escalations through root-cause analysis and process improvement.

Experience

Work history, roles, and key accomplishments

Current

Program Manager – Client Success

Current

Great Learning Pvt. Ltd.

Aug 2022 - Present (4 years 1 month)

Manage a portfolio of 10 strategic corporate partner accounts supporting 500+ learners annually, owning onboarding, adoption, customer health, renewals, retention, and expansion opportunities. Improved customer retention by 25% through proactive health monitoring and structured engagement plans.

Salesforce Lead Management Opportunity Management Account Management Customer Success Customer Onboarding Product Adoption Customer Health Customer Retention Renewal Management Upselling Monthly Business Reviews (MBR)NPS CSAT SLA Management Escalation Management Stakeholder Management KPI Reporting

Admission Counsellor – Data Science

upGrad

Nov 2021 - Apr 2022 (5 months)

Managed customer consultations, onboarding and lifecycle engagement for Data Science programs, ensuring high onboarding completion and seamless transition to delivery teams while identifying customer needs.

Customer Onboarding Customer Engagement Data Science Programs Needs Identification

Quality Analyst – Customer Delight

Zomato

Apr 2018 - Jul 2020 (2 years 3 months)

Managed quality governance across outsourced support partners, reducing escalations, improving service quality and driving continuous process improvements through root-cause analysis.

Quality Governance Escalation Management Root Cause Analysis Process Improvement Service quality