Vivek Verma
@vivekverma3
Senior Customer Success leader driving enterprise SaaS retention, adoption, and ROI-backed renewals.
IndiaWhat I'm looking for
I’m a results-focused Senior Customer Success Professional with 7+ years of experience managing large enterprise SaaS accounts, driving customer outcomes, and securing long-term revenue growth through renewals and expansion. I own the full customer lifecycle — from onboarding through Executive Business Reviews — by translating complex product capabilities into measurable ROI for senior stakeholders.
I bring strong program management and escalation capability, acting as a trusted escalation point to remove roadblocks and align cross-functional teams (sales, professional services, product) to deliver on customer strategic objectives. I’m comfortable in both technical and executive conversations, with deep understanding of SaaS environments and ITSM/ITIL frameworks across global deployments.
In my roles, I monitor customer health metrics, product usage, and engagement trends to identify risks early and drive proactive retention strategies. I build adoption and value plans with clear KPIs, present success through EBR/QBR/MBR, and use data-driven insights to surface optimization and expansion opportunities — including upsell and cross-sell driven by value-led engagement and renewal negotiation.
I’ve delivered measurable impact: improving YoY renewal rates by 25%, reducing implementation turnaround time by 40% through standardized playbooks, and reducing operational effort by 30% with scalable SOPs and automation-ready workflows. I’ve also designed a Customer Health Score model for early detection of churn and received 2x Best CSM Award and 3x Resolution Master Award for customer satisfaction excellence.
Experience
Work history, roles, and key accomplishments
Manage a portfolio of SaaS customers to drive product adoption, engagement, and long-term customer success. Conduct business reviews, monitor customer health metrics, and collaborate cross-functionally to resolve issues, support renewals, and identify account growth opportunities.
Senior Customer Success Manager
EB1A Experts
Feb 2025 - Jan 2026 (11 months)
Own customer outcomes across the full lifecycle, articulating measurable value and ROI-backed success metrics to C-level stakeholders. Serve as program manager and technical bridge between executives and implementation teams, handling escalations with structured root cause analysis and driving expansion through renewal negotiation.
Owned customer outcomes for 50+ enterprise HRMS SaaS accounts, building value plans with KPIs and delivering monthly/quarterly business reviews to senior stakeholders. Managed the full customer journey from implementation scoping through go-live and post-deployment success, improving YoY renewal performance and standardizing playbooks to reduce implementation turnaround time.
Configured ATS workflows and automated candidate pipeline rules to improve recruiter dashboards and hiring efficiency. Designed Boolean search logic to reduce candidate search backlog, troubleshot configuration and UI/UX issues, and supported QA for pre-release ATS features with structured feedback.
Improved team accuracy using workflow automation and systematic error pattern analysis. Built operational dashboards using advanced Excel (including pivots) and led training programs on data quality standards and process optimization.
Managed enterprise accounts focused on long-term relationship development and revenue growth. Delivered the company’s largest single order valued at Rs. 25 Crore through strategic negotiation.
Education
Degrees, certifications, and relevant coursework
Chhattisgarh Swami Vivekanand Technical University
Bachelor of Technology (B.Tech), Mechanical Engineering
Bachelor of Technology in Mechanical Engineering from Chhattisgarh Swami Vivekanand Technical University (CSVTU).
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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