Sourav Rajbanshi

I’m a Customer Success professional with 3+ years of experience driving client retention, adoption, and revenue growth across healthcare, SaaS, and banking IT environments. I build trusted advisor relationships, reduce churn through proactive engagement, and use data dashboards to communicate clear value stories to executive stakeholders. I’m also deeply passionate about leveraging technology to improve clinical and home care operations, backed by direct hospital experience with clinical and administrative teams.

At Loop Tech, I manage a portfolio of mid-market accounts ($1.2M combined ARR), keeping gross retention and renewal consistently high. I built and rolled out structured onboarding playbooks—standardized training sessions and milestone check-ins—to shorten time-to-value for new clients. I identify and close upsell opportunities into advanced features, introduced lightweight customer health scoring to flag at-risk accounts earlier, and lead Quarterly Business Reviews with CFOs, Controllers, and business owners to align usage trends, ROI, and customer feedback to the product roadmap.

Before that, as a Customer Success & Operations Lead in a hospital IT department, I supported 20+ internal clinical and administrative stakeholders as a primary point of contact for IT-related process issues. I created onboarding training playbooks that reduced ramp-up time and repetitive support requests, acted as a liaison between clinical and administrative teams, and surfaced cost-saving opportunities through operational dashboards and quarterly reviews. Earlier, as a Technical Support Analyst at Sanima Bank, I owned IT issue resolution end-to-end, authored SOPs and plain-language documentation, managed ticket triage and escalation with SLA ownership, and built reporting dashboards that helped multiple departments make data-driven decisions.