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Unnati Shukla

@unnatishukla

Message

I grow and retain eCommerce and SaaS accounts through strategic customer success partnerships.

India

Message

What I'm looking for

I'm looking to grow customer outcomes, retention, and expansion in a customer-centric SaaS or eCommerce environment where I can build strategic account partnerships, improve processes, and mentor high-performing teams.

At ShipBob, I manage 30–32 SMB and mid-market eCommerce merchants across global markets, driving 90% retention and 4X revenue growth across multiple accounts through proactive health monitoring, QBRs, and targeted upsells.

Previously at Cvent, I led 20 product consultants to improve satisfaction by 25%, reduce escalations by 30%, and maintain ~97% CSAT. I build scalable Salesforce workflows, coach teams, and turn customer feedback into stronger products and processes.

Experience

Work history, roles, and key accomplishments

Customer Success Manager

ShipBob

Apr 2024 - Jun 2026 (2 years 2 months)

Owned a portfolio of 30-32 SMB/MM eCommerce merchants, maintaining 90% retention and driving 4X revenue growth through upsells. Facilitated QBRs, leveraged Salesforce and ShipBob WMS, and mentored peers.

Customer Success Retention Upselling QBRs Salesforce Shipbob Jira Stakeholder Management Mentor

Assistant Team Lead

Cvent

Apr 2022 - Sep 2023 (1 year 5 months)

Led a team of 20 product consultants, achieving ~93% TAT efficiency and ~97% CSAT. Built Salesforce workflows and dashboards, managed CRM migration, and mentored new joiners.

Team Leadership Salesforce CRM Process Improvement Coaching Stakeholder Management Mentor

Subject Matter Expert

Cvent

Aug 2021 - Mar 2022 (7 months)

Led CRM process alignment and Salesforce workflow implementation, translating business requirements into scalable operations. Analyzed escalation trends and collaborated with cross-functional teams.

Salesforce CRM Process Alignment Escalation Management

Senior Product Consultant

Cvent

Feb 2021 - Jul 2021 (5 months)

Acted as team SME, authored SOPs and training materials, delivered coaching sessions, and published performance reports to drive consistency and operational efficiency.

SOP Development Training Coaching performance reporting

Associate Product Consultant

Cvent

Jul 2019 - Jan 2021 (1 year 6 months)

Managed client product inquiries, event setups, and CRM records, maintaining 99% CSAT during pandemic operations. Recognized as a 2021 COVID Hero for top transactions and highest CSAT.

Customer Support CRM Event Management CSAT