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Ujvala Bypa

@ujvalabypa

Customer Success Manager at KnowBe4 who reduced customer churn by ~20% through rediscovery sessions.

At KnowBe4, I managed enterprise accounts on an AI-driven, regulated cybersecurity SaaS platform, overseeing adoption, renewals and value realization. Rediscovery sessions that realigned customer objectives with platform value helped reduce customer churn by ~20%.

At UniqueX, I used AI tools to streamline QBR preparation and executive communications, cutting preparation time by 40–50%. I maintained 97%+ net retention and translated usage insights into roadmap feedback for Product teams.

At CiscoSystems, I managed enterprise, mid-market and SMB customers across networking, security and services. I presented KPI and adoption metrics to senior leadership and handled escalations; earlier, at WellsFargoBank, I supported enterprise systems and produced Tableau KPI trend reports in a regulated financial services environment.

Experience

Work history, roles, and key accomplishments

Customer Success Manager (Enterprise)

KnowBe4

Sep 2024 - Feb 2026 (1 year 5 months)

Managed a portfolio of 87 enterprise accounts on an AI-driven, regulated cybersecurity SaaS platform, owning adoption, renewals, service outcomes and value realization. Reduced customer churn by ~20% through rediscovery sessions and conducted 50+ Executive Business Reviews.

AI assisted Healthcare Trend Analysis KPI Tracking Salesforce Gainsight Power BI Tableau Executive Business Review Renewal Management Risk Identification Success Plans Customer Advocacy

Senior Customer Success Manager

UniqueX

Mar 2024 - Aug 2025 (1 year 5 months)

Managed a strategic enterprise SaaS portfolio ($3M-$6M ARR) in a high-growth, AI-enabled environment. Used AI tools to streamline QBR preparation and renewal narratives, cutting preparation time by 40-50%, and maintained 97%+ net retention.

AI Tools QBR (Quarterly Business Review) Preparation Executive Communication Renewal Narratives Customer Advocacy Roadmap Feedback Success Plans Net Retention Expansion Opportunities

Customer Success Manager

Cisco Systems

Jun 2017 - Jan 2024 (6 years 7 months)

Owned 150+ enterprise, mid-market and SMB customers across networking, security and services, with $7M-$10M ACV. Led a global operations team and presented KPIs, adoption metrics and renewal risks to senior leadership.

Customer Success Account Management KPI Reporting User Adoption Renewal Risk Management Escalation Management Executive Business Review Success Plans Data Driven Analysis Cross Functional Collaboration

Business Systems Consultant

Wells Fargo Bank

Oct 2015 - Jun 2017 (1 year 8 months)

Supported enterprise systems in a highly regulated financial services environment. Produced executive-level analytics and KPI trend reports in Tableau and troubleshot escalated system and transaction issues.

Tableau KPI Reporting Executive Analytics Troubleshooting Compliance Process Improvement