Surabhi Das
@surabhidas
I drive customer success, retention, and data-led improvements across B2B accounts.
IndiaWhat I'm looking for
I’m a results-driven Customer Success and Account Management professional with 6+ years of international experience across the UK and India, spanning Banking, E-commerce, Government, and Travel. With an MBA from Queen’s University (UK), I focus on improving CSAT/NPS, reducing churn, and strengthening client retention through data-driven strategies.
In my most recent role as a Senior Client Services Officer at the Department for Work & Pensions (DWP), I acted as the primary multi-channel point of contact for complex cases and streamlined documentation workflows—delivering a 20% increase in response efficiency and improving service consistency at national scale. I also analyzed operational data to identify client churn risk and implemented proactive retention-focused process improvements, collaborating with senior leadership to refine service delivery frameworks. Previously, I delivered 98% resolution compliance at Cynergy Bank and led escalation management, quality assurance, and customer success at Accenture—standardising global SOPs and achieving a 20% uplift in client satisfaction scores, while at Amazon I contributed to reducing repeat complaints by 18%.
I manage B2B client portfolios end-to-end, standardise global SOPs, and lead cross-functional stakeholder work in fast-paced environments—always balancing performance with quality and compliance. I’m now seeking Customer Success Manager, Account Management, or Client Engagement leadership roles in India’s growing SaaS, Fintech, and Enterprise technology ecosystem, where I can turn insights into measurable outcomes and help teams deliver consistently exceptional experiences.
Experience
Work history, roles, and key accomplishments
Served as the primary multi-channel point of contact for complex cases, improving satisfaction and resolution outcomes at national scale. Streamlined documentation workflows, increasing response efficiency by 20%, and used operational data to implement proactive retention-focused process improvements.
Customer Success Associate
Cynergy Bank
Apr 2024 - Nov 2024 (7 months)
Delivered customer success outcomes in an FCA-regulated environment with strict resolution and compliance standards. Achieved a 98% resolution compliance rate, designed onboarding documentation that reduced new-hire ramp-up time by 15%, and shared client insights to improve service procedures and engagement.
Led end-to-end client escalation management and quality assurance across multi-sector B2B accounts, driving a 20% uplift in client satisfaction scores. Standardised global SOPs with international stakeholders, developed targeted training to improve team KPI performance, and ensured policy accuracy and compliance across client interactions.
Managed high-volume customer interactions in a metrics-driven environment focused on customer experience excellence. Reduced repeat complaints by 18% through quality initiatives and earned an award for customer satisfaction and performance.
Account Manager - Travel Consulting
Discovery Holidays
Jun 2018 - Sep 2020 (2 years 3 months)
Managed end-to-end B2B travel accounts, driving client retention through proactive communication and personalised service. Negotiated with vendors and introduced process improvements that reduced service delays and increased client satisfaction by 22%.
Education
Degrees, certifications, and relevant coursework
Queen’s University Belfast
Master of Business Administration (MBA), Business Administration
2022 - 2023
Earned an MBA at Queen’s University Belfast from Sep 2022 to Dec 2023.
Amity University
Master of Arts (MA) in Tourism Administration, Tourism Administration
2016 - 2018
Completed an MA in Tourism Administration at Amity University from Aug 2016 to May 2018.
Ranchi University
Bachelor of Commerce (B.Com) (Hons) in Accountancy, Accountancy
2013 - 2016
Earned a B.Com (Hons) in Accountancy from Ranchi University between Jul 2013 and May 2016.
Availability
Location
IndiaAuthorized to work in
Job categories
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