Open to opportunities

Sumit Sharma

@sumitsharma8

Message

Customer Success Specialist driving retention and revenue growth in SaaS through proactive client enablement.

India

Message

What I'm looking for

I seek a SaaS role where I can drive customer adoption and retention, collaborate cross-functionally, grow into leadership, and solve complex customer problems.

I am a dynamic Customer Success Specialist with over three years of SaaS experience, strong remote work capability, and a proven record of onboarding, training, and supporting global clients to maximize product adoption and value. I specialize in relationship management, compliance guidance, and translating customer feedback into product improvements that boost retention.

My achievements include driving a 95% net retention rate, increasing revenue by 70% through upsells, and streamlining onboarding to halve time-to-value; I collaborate cross-functionally, resolve technical issues, and leverage tools like HubSpot, Zendesk, Salesforce, G Suite, Jira, Excel, and Power BI to deliver measurable customer outcomes.

Experience

Work history, roles, and key accomplishments

Customer Success Specialist

Liechtenstein Cryptoassets Exchange

Jun 2023 - Jul 2025 (2 years 1 month)

Onboarded and managed a diverse global client portfolio, achieving a 95% net retention rate and increasing revenue by 70% through targeted upsell strategies. Led product training, compliance/KYC guidance, and feedback-driven product improvements while resolving issues and coordinating with engineering.

Customer Onboarding Account Management KYC Upselling Customer Training Zendesk HubSpot Remote Support Cross Functional Collaboration

Analyst - Customer Relationship

CashKaro

Oct 2022 - Jun 2023 (8 months)

Managed customer relationships and resolved issues across email, chat, phone and social channels for over 1,500 e-commerce partners, improving response times and coordinating with operations to enhance the shopping experience.

Customer Support Relationship Management Multichannel Support Operations Coordination Zendesk CRM Excel Communication

Senior Customer Service Rep

Aegis

Mar 2018 - May 2020 (2 years 2 months)

Resolved customer inquiries via email, phone and chat, documented and reproduced bugs for engineering, and created support assets to improve product understanding and support metrics.