Open to opportunities

Swagata Sarma

@swagatasarma

India

Message

What I'm looking for

I'm looking to drive product adoption, retention, and account growth through proactive customer-health programs, AI-enabled risk mitigation, and cross-functional work with Product, Policy, Sales, and customer-facing teams.

112% NRR & Portfolio Growth: Managed a $5M+ enterprise portfolio (Banking/Auto), driving a 60% increase in client spend through consultative expansion and exceeding revenue targets for 4 consecutive quarters.
Agentic AI Pioneer: Architected "ARIA + SuccessPulse," an automated, closed-loop AI system that tracks 6-signal composite account health. This system compressed manual triage from 3 hours to 35 minutes, reclaiming 15+ hours/week and enabling 24/7 proactive churn prevention.
Operational Scale: Engineered automated onboarding frameworks and decision-tree models for high-sensitivity accounts, reducing Time-to-Value (TTV) by 30% and eliminating 200+ hours of annual administrative friction.
Escalation Management: Reduced reactive escalations by 45% by synthesizing trends from 200+ complex case reviews into upstream product/policy refinements.
Cross-Functional Impact: Recognized with 16 Google performance awards for portfolio scaling & revenue recovery.

Experience

Work history, roles, and key accomplishments

Partner Success Manager

Google India Pvt. Ltd.

Aug 2024 - Apr 2026 (1 year 8 months)

Managed end-to-end success lifecycle for a scaled global portfolio of 50+ monetized creator partners, generating $10M+ in indirect advertising revenue. Pioneered a high-velocity Success Accelerator program and reduced reactive escalations by 45% within a quarter.

Customer Lifecycle Management Portfolio Management Risk Mitigation Policy Enablement Product Enablement Escalation Management Stakeholder Management Training Systems

Customer Success Manager

Google India Pvt. Ltd.

Mar 2023 - Jul 2024 (1 year 4 months)

Designed an agentic AI intelligent system (ARIA + SuccessPulse) for proactive account health management across 50 enterprise accounts. Maintained commercial accountability for a $5M+ portfolio, driving a 60% increase in client investment and achieving 112% Net Revenue Retention.

AI Driven Account Health Management Revenue Expansion Cross Selling Stakeholder Engagement

Revenue Research Executive

ITC Maratha

Aug 2021 - Mar 2022 (7 months)

Researched industry trends and drove pattern recognition and insights generation initiatives to align customer demand and growth opportunities cross-functionally across Sales, Front Office, and Operations.

Market Research Insights Generation Cross Functional Collaboration Reporting

Industrial Guest Operations Specialist

Taj Lands End

Nov 2018 - Apr 2019 (5 months)

Resolved customer escalations and managed premium front-facing customer experiences at Taj F&B and Accommodations services across high-volume engagements per shift, securing the Best Trainee Award.

Customer Escalation Customer Experience Management Hospitality Services