Open to opportunities

Sathish Kumar

@sathishkumar18

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Customer Success leader driving ERP/SaaS retention, renewals, and long-term value realization.

India

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What I'm looking for

I’m looking for a Customer Success leadership role focused on retention, adoption, and AMS lifecycle impact—where I can prevent churn through proactive health checks, run QBRs, and partner cross-functionally to deliver measurable value.

I’m an IT professional with 13 years of customer-facing experience across ERP, SaaS, Fintech, and e-Commerce. My core strength is building and maintaining client relationships—handling escalations, following up persistently to close deals, and ensuring clients feel supported long after go-live.

I manage clients end-to-end: demos and proposals, project delivery, post-live AMS lifecycle support, and contract renewals. I lead onboarding and adoption with a strong focus on account health monitoring, QBRs, and early intervention to prevent churn and protect growth.

I take ownership of retention and value realization across geographies, partnering closely with internal tech, finance, and delivery teams until issues are resolved. I work with tools like Zoho CRM, Gainsight, M365, Jira, and Azure DevOps to keep stakeholders aligned through clear documentation, reporting, and SLA/AMS management.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Innovatiq IT Consulting Pvt Ltd

Feb 2024 - Present (2 years 5 months)

Served as main point of contact for enterprise clients across onboarding, AMS delivery, account health checks, and long-term retention. Managed escalations until closure, maintained CRM activity trails, and handled RFP/RFQ/AMS proposals.

Customer Onboarding Account Health Monitoring Client Retention Churn Prevention Escalation Management CRM M365 Gainsight Jira Azure DevOps RFP RFQ Reporting

Assistant Customer Success Manager

Impiger Technologies Pvt Ltd

May 2022 - Jan 2024 (1 year 8 months)

Owned clients from presales through delivery and post-live AMS support as a single point of contact. Managed AMS lifecycle (account health, issue resolution, renewals/expansions), delivered QBRs and customized Microsoft Dynamics 365 demos, and produced health reports for stakeholders.

AMS Management Account Health Client Retention Renewals Jira Zoho CRM Agile Practices Escalation Management Client Reporting

Director Business Development

Roamsoft Technologies Pvt Ltd

Oct 2020 - May 2022 (1 year 7 months)

Led client-facing demos, onboarding sessions, and PoCs to drive successful starts for new clients. Built and managed long-term client relationships across the engagement lifecycle, bridging clients with delivery teams and writing BRDs/use cases/functional documents.

Client Success Onboarding Post Delivery AMS Account Management Cross functional Coordination

Business Analyst

BPO Integra India Pvt Ltd

Dec 2019 - Sep 2020 (9 months)

Gathered business requirements through stakeholder interviews and workshops, translating them into functional specifications and user stories. Organized UAT sessions, collected client feedback, ensured deliverable sign-off, and maintained detailed project documentation.

Requirements Gathering Workshops Functional Specifications User Stories UAT Documentation

Test Lead

Harness Digitech Pvt Ltd

Dec 2017 - Nov 2019 (1 year 11 months)

Worked with business teams to understand and document requirements, user stories, and process flows. Acted as a bridge between business users and developers and created BRDs/FRDs/use case documentation to keep teams aligned.

Requirements Documentation User Stories Process Flow Use Case Document Cross functional Coordination

Software Test Engineer

Sierra ODC Pvt Ltd

Dec 2016 - Nov 2017 (11 months)

Designed, developed, and executed test cases and test scripts based on business requirements and acceptance criteria. Performed manual testing across functional, integration, regression, performance, and security areas and tracked defects in JIRA with development teams.

Manual Testing Test Scripts Functional Testing Integration Testing Regression Testing Performance Testing Security Testing Jira

Sr. Quality Analyst

Velan Info Services India Pvt Ltd

Dec 2015 - Nov 2016 (11 months)

Delivered QA performance across multiple roles, focusing on manual testing excellence and a quality-first mindset. Conducted manual testing for web and mobile applications, led testing team activities (task assignments and progress tracking), and supported client interactions.

Manual Testing Web Testing Mobile Testing Team Leadership Task Progress Track

Quality Analyst

Roamsoft Technologies Pvt Ltd

Jun 2013 - Nov 2015 (2 years 5 months)

Performed manual testing with a quality-first delivery mindset and contributed to team leadership across multiple roles. Built client interaction and requirement-gathering experience across e-Commerce, Fintech, Food, Grocery, Matrimony, and Fleet Management domains.

Manual Testing Requirements Gathering Food Domain Grocery Domain Matrimony Domain