Open to opportunities

Sourabh Ghosh

@sourabhghosh

Customer Relationship Manager and Customer Success Operations leader driving retention, escalations, and measurable growth.

India

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What I'm looking for

I’m looking for Senior CRM, Customer Success, or Key Account Manager roles where relationship-building and operational rigor drive business growth, with clear ownership of retention, escalations, SLAs, and data-driven reporting.

I’m a customer-focused relationship management professional with 4+ years of progressive experience across client acquisition, business analysis, and Senior CRM / Customer Success operations. I’m known for turning proactive engagement into measurable outcomes, including a 32% increase in client retention, 300+ qualified leads, and faster response performance.

In Customer Success Operations, I owned end-to-end relationship management for a 150+ client portfolio as the primary point of contact, resolving escalations and ensuring consistent service delivery across the client lifecycle. I reduced average client response time by 40% by redesigning communication and SLA workflows and aligning cross-functional teams around a unified escalation management process.

Previously, as a Senior Customer Relationship Manager, I managed 100+ key accounts, led account planning and Quarterly Business Reviews (QBRs), and identified upsell/cross-sell opportunities to support renewal and incremental revenue growth. I also strengthened client onboarding and handoff processes with Sales, Product, and Support, and mentored junior CRM associates to improve escalation management, SLA compliance, and service quality.

Experience

Work history, roles, and key accomplishments

Customer Success Operations

AptiDude (Prepverse Technologies)

May 2025 - May 2026 (1 year)

Owned end-to-end relationship management for a 150+ client portfolio, handling escalations and ensuring consistent service delivery. Increased client retention by 32% and reduced average client response time by 40% by redesigning SLA workflows and proactive engagement processes.

Customer Success Client Relationship Management Escalation Management SLA Management Service Delivery Workflow Redesign Cross functional Coordination Communication and SLA Workflows

Senior Customer Relationship Manager

Turito

Jun 2024 - Apr 2025 (10 months)

Managed 100+ key accounts as Senior CRM, leading account planning and Quarterly Business Reviews (QBRs) to improve client satisfaction. Drove upsell and cross-sell opportunities, streamlined onboarding and account handoffs, and mentored junior CRM associates on escalation management.

Key Account Management Account Planning Quarterly Business Review CSAT NPS Upselling Cross selling Client Onboarding Escalation Management Mentor Stakeholder Management Cross functional Coordination

Junior Business Analyst

Infinity Learn

Feb 2024 - Apr 2024 (2 months)

Led requirements gathering (BRDs, FRDs, and user stories) and performed data analysis using Excel and SQL to identify operational inefficiencies. Produced dashboards and MIS reports for leadership decision support and used AI-assisted validation to improve data accuracy and reporting workflows.

Requirements Gathering Data Analysis Process Improvement Excel SQL Dashboarding Functional Specifications Stakeholder Management Data Validation

B2B Sales Internship

Wizklub Pvt. Ltd

Feb 2023 - Jan 2024 (11 months)

Generated 300+ qualified leads through daily prospecting, outreach campaigns, and CRM-driven pipeline management. Improved conversion rate by 18% through consistent follow-ups and tailored customer engagement, and prepared sales reports and engagement summaries for leadership.

Lead Generation Outreach Pipeline Management Follow up Customer Engagement Sales Reporting

Client Acquisition Internship

Finwego Pvt. Ltd

Oct 2022 - Dec 2022 (2 months)

Executed lead qualification and client acquisition strategies across digital and outbound channels, using CRM systems to track acquisition metrics and optimize conversion funnels. Coordinated client onboarding and relationship handoff processes to ensure continuity across the customer lifecycle.

Client Acquisition Lead Qualification Conversion Funnels Client Onboarding Relationship Handoff Customer Lifecycle Management

Education

Degrees, certifications, and relevant coursework

Maharaja Agrasen Institute of Technology

Bachelor of Technology (B.Tech), Electrical & Electronics Engineering

2020 - 2024

Grade: CGPA: 7.8

Activities and societies: Best Intern at Wizklub Pvt. Ltd (twice); Secretary, Electronics Club (MAIT Rohini) led university electronics exhibition; Senior Under Officer, NCC (Thal Sena camp/trek); Captain, college volleyball team (runner-up) and won school English debating competition (2019).

Earned a B.Tech in Electrical & Electronics, achieving a CGPA of 7.8 (2020–2024).