Sonal Tonk
@sonaltonk
Customer Success & Key Account Manager driving SaaS revenue growth, retention, and expansion.
IndiaWhat I'm looking for
I am a data-driven Customer Success and Key Account Manager with over 10 years' experience growing enterprise SaaS and e‑commerce revenue across India, the Middle East and the Americas. I own $1M+ ARR books, have lifted Net Revenue Retention by 13 percentage points, and reduced customer churn by 6 percentage points through onboarding, health-score modelling, QBRs and expansion playbooks.
I deliver complex technical solutions on time and within budget, lead cross-functional teams, and execute experimentation programs to optimize conversion and adoption. I leverage Jira, Zoho, Gen‑AI and no‑code automations to streamline workflows, drive CSAT and NPS improvements, and surface expansion opportunities.
Experience
Work history, roles, and key accomplishments
Project/Customer Success Manager
Powerweave
Nov 2021 - Aug 2025 (3 years 9 months)
Owned full P&L for international SaaS accounts, delivered AR/VR and API solutions on time and within budget, and ran QBRs that surfaced $56,000+ expansion opportunities while improving CSAT +6 pts and NPS +12 pts.
E‑commerce Manager
The Man Company
Aug 2020 - Nov 2021 (1 year 3 months)
Scaled e‑commerce revenue from $29,000 to $169,179 by optimizing marketplace listings and promotions, drove 1.8× sales during peak events, and improved ROAS +22% while reducing CPC 15%.
Senior Key Account Manager
Clubfactory
Feb 2020 - Aug 2020 (6 months)
Served as SPOC for Home vertical sellers, increasing onboarding 1.5× and driving GMV to $112,782/month while recovering 70% of lockdown sales within 45 days and improving search CTR from 1.3% to 2.5%.
Key Account Manager
Paytm Ecommerce
Mar 2018 - Feb 2020 (1 year 11 months)
Acted as SPOC for premium home brands, grew GMV 1.5× QoQ via pricing engines and targeted campaigns, and improved banner CTR from 0.8% to 1.5% through data‑driven creatives.
Key Account Manager
Kartrocket / Bigfoot Retail Solutions
Jun 2014 - Mar 2018 (3 years 9 months)
Onboarded enterprise merchants and served as SPOC for 50+ projects, maintained a 98% renewal rate, and coordinated cross‑functional teams to ensure on‑time go‑lives and protect recurring MRR.
Education
Degrees, certifications, and relevant coursework
North India Institute of Technology (UPTU)
Bachelor of Technology, Information Technology
2009 - 2013
Grade: 7.5/10
Completed a B.Tech in Information Technology with a GPA of 7.5/10 from 2009 to 2013.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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