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@sasa4

Customer Success Manager at Imperial Pathways who reduced churn risk by 25% across 115 enterprise SaaS accounts.

At Imperial Pathways, I reduced churn risk by 25% across 115 enterprise SaaS accounts by monitoring customer-health signals and coordinating critical escalations. I also used product-usage trends and success metrics in executive business reviews to increase engagement across priority accounts.

Previously, at VMware Software Pvt Ltd, I resolved infrastructure incidents and built Salesforce dashboards to track case health and account risks. At Concentrix Technologies Pvt Ltd, I managed and coached a 16-engineer Tier-4 support team and led troubleshooting for complex customer escalations.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Imperial Pathways

Dec 2023 - Present (2 years 10 months)

Managed a portfolio of 115 enterprise accounts, reducing churn risk by 25% and increasing engagement by 25% across priority accounts. Delivered executive business reviews and coordinated with Account Management and Support.

Customer Success Enterprise SaaS Customer Health Monitoring Churn Reduction Executive Business Review Salesforce AI Tools Data Analysis

Associate Customer Success Manager

Imperial Pathways

Jan 2022 - Nov 2023 (1 year 10 months)

Reduced churn by 18% and identified £350K in expansion opportunities by analyzing customer-health scores and adoption signals. Cut escalation resolution time by 30% by defining KPIs and partnering with Salesforce and Operations teams.

Customer Success Churn Reduction Customer Health Salesforce KPI Tracking Escalation Management Data Analysis

Customer Success Analyst

Imperial Pathways

Apr 2019 - Sep 2020 (1 year 5 months)

Monitored customer-health signals and coordinated resolution of critical escalations. Prepared operational reports and communicated customer issues across teams.

Customer Success Customer Health Monitoring Escalation Management Reporting Communication Skills

Technical Support Engineer

VMware Software Pvt Ltd

Jan 2017 - Apr 2019 (2 years 3 months)

Maintained 99.9% uptime by resolving 300+ critical infrastructure incidents annually across 100+ global data centres. Improved customer retention by 12% by building Salesforce dashboards and maintaining CSAT of 92-100%.

VMWare Technical Support Incident Management Salesforce Root Cause Analysis Customer Satisfaction Data Center Operations

Sr. Technical Support Engineer / Acting Tech-Lead

Concentrix Technologies Pvt Ltd

Apr 2013 - Jan 2017 (3 years 9 months)

Managed and coached 16 engineers delivering 24x7 Tier-4 support across APJ, EMEA, and the US. Resolved 30+ complex escalations annually and drove operational improvements through weekly C-suite reports.

Technical Support Team Leadership Escalation Management Veritas Backup Exec SLA Management CSAT Coaching Root Cause Analysis