Srashti Dubey

I am a Senior Customer Success professional with over 10 years of experience managing high-value customer portfolios and scaling lifecycle programs. I specialize in retention, onboarding, churn mitigation, and subscription model transitions for digital products.

At Sporta Technologies (Dream11 & Dream Game Studios) I managed 250+ VIP customers and acted as relationship manager for 50+ premium portfolios, increasing CSAT from 84% to 92% and raising feature adoption from 5.9% to 20.8% through targeted lifecycle strategies.

I design and implement Customer Success SOPs, onboarding frameworks, and governance processes, and lead cross-functional initiatives with Product, Risk, and Compliance. I’ve also driven automation using AWS and GenAI to reduce first response time and lower vendor support costs by about 20%.

I bring hands-on experience in omnichannel engagement, upsell identification, vendor performance management, and training/enablement, and I focus on measurable outcomes that improve customer experience and recurring revenue.