Open to opportunities

Sanya Mittal

@sanyamittal0312

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Customer Success Lead driving retention, expansion, and measurable customer value in B2B SaaS.

India

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What I'm looking for

I’m looking for a Customer Success role where I can scale post-sales motions, drive adoption and value realization, lead renewal and expansion strategy, and use AI-enabled support to improve customer outcomes and operational efficiency.

I’m a Customer Success Lead with 8+ years of experience managing customer portfolios, renewals, retention, and account expansion across B2B SaaS. I focus on structured success planning, churn analysis, and stakeholder engagement to deliver customer outcomes and revenue growth.

I’ve proven results in driving value realization and improving account health—including zero churn at CleverTap (2021) and 142% NRR with account expansions at Katalon in Q2, 2022. I own renewal motions end-to-end, including forecasting, executive business reviews, commercial discussions, and coordination with Billing/Finance.

What I bring is an operator’s mindset: building scalable post-sales and customer success motions, leading onboarding and adoption initiatives (including 98% retention across 60+ customers), and leveraging tools like Salesforce, HubSpot, Zendesk, Gainsight/Planhat, and churn/health analytics to improve satisfaction, efficiency, and growth.

Experience

Work history, roles, and key accomplishments

Customer Success Lead

Orbital

Apr 2026 - Jun 2026 (2 months)

Trusted advisor to leadership on building scalable post-sales and customer success motions, driving customer adoption, value realization, and AI-enabled support initiatives. Partnered with Product, Engineering, and Operations to improve customer outcomes and operational efficiency.

customer success strategy Customer Adoption Value Realization Executive Stakeholder Advisory Cross Functional Collaboration Customer Outcomes Customer Experience

Senior Customer Success Manager

Katalon

Feb 2022 - Mar 2026 (4 years 1 month)

Managed a $1.5M+ customer portfolio across US and APAC, driving retention, renewals, product adoption, and account expansion. Achieved 142% NRR through expansion and value-realization strategies, and built customer health dashboards and onboarding motions delivering 98% retention across 60+ customers.

Renewals Management Revenue Retention NRR%Customer Health Success Planning Salesforce Clari Customer Onboarding

Customer Success Manager

CleverTap

Jun 2019 - Jan 2022 (2 years 7 months)

Maintained zero churn throughout tenure while managing SMB and mid-market accounts across onboarding, adoption, retention, and stakeholder engagement. Led escalation and churn-mitigation efforts and enabled an OTT client to increase engagement by 5x and revenue by 20% through adoption initiatives.

Customer Success Onboarding Product Adoption Escalation Management Stakeholder Management Salesforce Zendesk HubSpot

Programmer Analyst

Cognizant Technology Solutions

Jan 2018 - May 2019 (1 year 4 months)

Worked as a BI consultant for Capital One, training in Java, SQL, business intelligence, and data warehousing while supporting data integration and validation workflows. Optimized storage with AWS S3, used Ab Initio for ETL data integration, and leveraged Linux shell scripting to support data-load and data-unload processes.