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Shipra Tyagi

@shipratyagi

I retain and expand strategic B2B SaaS accounts through executive relationships, business reviews, and proactive risk management.

India

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What I'm looking for

I'm looking for a remote, global opportunity where I can lead strategic B2B SaaS accounts, strengthen executive relationships, improve retention and expansion, and build proactive customer success practices.

At Insidea, I managed executive relationships across a global B2B SaaS portfolio, owning accounts from onboarding through renewal and expansion. I delivered 94–98% retention, 20–30% expansion, and sustained 88–92% CSAT through proactive executive-level engagement.

I run structured business reviews that turn usage data into a shared account-health narrative and forward plan. I have built 40–55 individual success plans for renewal forecasting and owned complex C-suite escalations end to end, aligning internal stakeholders and closing the loop with customer leadership.

Previously at Ferry App Services, I led senior client relationships and delivery across 900–1,300 customer engagements in a high-volume, deadline-driven environment. I also coached a team of five CSMs on escalation handling and executive-ready reporting.

Experience

Work history, roles, and key accomplishments

Senior Customer Success Manager

Insidea

Jun 2024 - Jul 2025 (1 year 1 month)

Served as primary executive point of contact across a global SaaS portfolio, owning relationships from onboarding through renewal and expansion. Ran structured business reviews, managed escalations, and built success plans, achieving 94-98% retention and 20-30% expansion.