Sourav Karmakar
@souravkarmakar
Enterprise Customer Success Manager driving 87% NRR and $140K expansion through exec-led QBRs.
IndiaWhat I'm looking for
I’m an Enterprise Customer Success Manager focused on renewals and measurable expansion. I’ve managed a $3.2M portfolio across 80+ mid-market and enterprise accounts, maintaining 87% NRR while delivering $140K+ ARR expansion in FY2025 through upsell, cross-sell, and stakeholder-led QBRs.
I bring a technical and outcome-driven approach—pairing proactive health monitoring with executive-led success planning, aligning product value to customer business outcomes, and partnering with AEs across renewal cycles and expansion pipeline. I also lead QBR/EBR execution with CPO/CTO and VP-level stakeholders, using MEDDIC and VOC programs to drive clarity and action.
Earlier, I helped scale customer success operations as an early CS hire at Leena AI, building onboarding playbooks, QBR cadences, and escalation frameworks, and reducing churn by 25% through EBR cadences and early risk identification. I also onboarded 50+ customers at Freshworks (CSAT 9/10 within SLA), building automation use-case mapping and API integrations for implementations.
Experience
Work history, roles, and key accomplishments
Managed a $3.2M portfolio of 80+ mid-market and enterprise accounts, maintaining 87% NRR through proactive health monitoring and renewal planning. Drove $140K+ expansion ARR in FY2025 via strategic upsell/cross-sell through executive-led QBRs/EBRs, consistently exceeding $35K quarterly expansion targets.
Implemented Freshchat onboarding and AI automation for 50+ customers (UK & US regions), achieving an average CSAT of 9/10 within SLA. Mapped automation use-cases and built integrations using API implementation and tools such as Postman, Zendesk, Freshdesk, and Kantata.
Customer Success Lead
Harmonize HQ
Oct 2019 - May 2022 (2 years 7 months)
-Onboarded 40+ SMB customers with an average time-to-value of 3 weeks
-Demonstrated ROI through quarterly business reviews, contributing to 78% renewal rate
-Implementing Product Onboarding & App Training Webinars
-Tools Used: Stripe, Freshdesk, Hubspot, MySQL
Joined as an early CS hire and built foundational customer success infrastructure, including onboarding playbooks, QBR cadences, and escalation frameworks for an AI chatbot platform. Reduced churn by 25% through proactive EBR cadences and monthly health checks, while serving as a technical product consultant for CHRO-level stakeholders.
Business Development Executive
Foodpanda
Jul 2015 - Jul 2016 (1 year)
Sourced new vendor partners and generated ad sales, increasing revenue by converting deals from restaurant chains and franchise clients. Upsold ad slots to existing customers to improve visibility and drive more conversions on the portal.
Education
Degrees, certifications, and relevant coursework
Indian Institute of Planning & Management
PGDM, Marketing Management
2012 - 2015
Completed a PGDM focused on Marketing Management from Indian Institute of Planning & Management between 2012 and 2015.
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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