Open to opportunities

Shivani Sharma

@shivanisharma2

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I am a Customer Success leader with 14 years driving retention, renewals, and SaaS adoption.

United Arab Emirates

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What I'm looking for

I seek an enterprise SaaS Customer Success leadership role where I can reduce churn, drive renewals and upsell, mentor teams, and use data-driven insights to improve adoption in a collaborative, growth-oriented environment.

I am an accomplished Customer Success leader with 14 years of experience building and nurturing enterprise and government relationships, driving retention, and catalyzing growth within SaaS environments. I focus on data-driven strategies to monitor KPIs, minimise churn, and identify upsell opportunities.

I have managed portfolios of key government and enterprise accounts, led regular QBRs, improved onboarding and time-to-value, and achieved a 100% renewal rate while surpassing growth targets by 10%. I also provide actionable product feedback and create customer success documentation and best practices to improve the customer journey.

Certified in ITILv4, I mentor customer success associates, manage partnerships with hyperscalers (AWS, Azure, GCP), and use tools such as Salesforce, Power BI, and Tableau to inform decisions. I bring strong stakeholder communication, escalation management, and project coordination skills to ensure long-term customer satisfaction and measurable outcomes.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Moro Hub

Jul 2025 - Present (1 month)

Manage a portfolio of key government accounts, conduct QBRs and track customer success metrics to drive adoption and retention. Provide escalation management and product feedback to improve service delivery.

Customer Success Account Management NPS Escalation Management CRM SaaS Stakeholder Management Reporting

Current

Enterprise Customer Success Manager

Current

Rackspace Technology

Jan 2021 - Present (4 years 7 months)

Managed key enterprise accounts, achieved 100% renewal rate and drove 10% account growth by identifying upsell opportunities and improving onboarding. Streamlined communications and reduced resolution times while mentoring two associates.

Customer Success Account Management Upselling Onboarding ITIL Stakeholder Management Mentoring

Account Manager

Inside View Technology Pvt Ltd

Jan 2020 - Dec 2020 (11 months)

Strengthened client partnerships through business reviews and product advocacy, influencing roadmap decisions and improving adoption and retention. Served as primary escalation point to ensure high service satisfaction.

Account Management Customer Success Roadmapping Salesforce Power BI Escalation Management

Client Success & Retention Rep

Oracle India Pvt. Ltd

Jan 2018 - Dec 2020 (2 years 11 months)

Managed new sales and renewals for commercial accounts in the Mountain US region, achieving 100% renewal rate and improving forecasting accuracy through weekly pipeline management. Facilitated knowledge sessions to boost feature adoption.

Renewals Sales Account Management Forecasting Pipeline Management Customer Education Escalation Management

Key Account Manager

eBay India Pvt Ltd

Jan 2015 - Dec 2018 (3 years 11 months)

Drove seller growth and sales across USA, UK, and AU by consultative selling, onboarding sellers and improving product listings. Expanded supply across subcategories and supported international expansion initiatives.

Key Account Management Consultative Selling Marketplace Management Cross Border Expansion Training

Operations Coordinator

Yatra Online Private Limited

Nov 2014 - Nov 2015 (1 year)

Coordinated operational workflows to support travel operations, improving task management and inter-team communication to enhance service delivery. Supported process execution and incident resolution.

Operations Coordination Process Improvement Cross Functional Communication Task Management

Sales Coordination Executive

Modi-Mundipharma Beauty Products Pvt. Ltd.

Oct 2012 - May 2014 (1 year 7 months)

Supported sales operations and coordinated executive activities to improve market coverage and execution. Conducted training sessions and managed sales coordination tasks to boost team performance.

Sales Coordinator Training Market Analysis Sales Support Team Collaboration

Senior Customer Service Executive

Serco Global Services

Sep 2011 - Sep 2012 (1 year)

Delivered customer support and resolved escalations to maintain high satisfaction levels, while improving service processes and response times. Acted as senior point of contact for critical customer issues.

Customer Support Escalation Management Service Delivery Process Improvement Client Communication