Aditya Ananth
Senior Customer Success Manager
Burlington,ON
Summary
Experienced Senior Customer Success Manager with a strong track record of fostering relationships and driving client satisfaction. Skilled in managing enterprise accounts to enhance customer retention and streamline processes. Adept at problem-solving and strategic thinking to provide exceptional support and drive business growth.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
Work History
Senior Customer Success Manager
Marchex
Toronto, Ontario
05.2021 - Current
- Empowered new Enterprise Customer Success Managers through targeted coaching, enhancing their effectiveness in roles.
- Lead and implemented internal automation projects to improve customer success & support efficiency by 25%.
- Managed a portfolio of $2 million in ARR with 100% retention through key strategic client initiatives.
- Implemented value-add technical solutions to drive $500,000 in new revenue from existing clients.
- Improved internal renewal processes to increase team client retention by 20%.
- Active cross-department collaboration with Product and Engineering to proactively identify product issues, create product suggestions, and manage escalations effectively.
- Delivered impactful business reviews showcasing product capabilities, aligning with specific client needs and goals.
Lead, Client Services
Ipipeline
Toronto, ON
09.2020 - 05.2021
- Successfully lead the initiative to identify and define Customer Health metrics such as Product Adoption, CSAT, NPS and Relationship Health.
- Nurtured a trusted advisor relationship with a portfolio of enterprise clients with over $4 Million in ARR.
- Worked closely with Marketing and Product teams to develop additional client facing resources to improve Customer Support efficiency by 15%.
Customer Success Manager
Aislelabs
Toronto, ON
01.2019 - 09.2020
- Successfully strategized and project-managed the implementation of a Customer Success CRM to proactively monitor client health.
- Managed a portfolio of Enterprise clients with $2 Million in ARR with a 100% retention rate.
- Continuously applied a consultative approach by actively engaging in client projects and identifying additional revenue opportunities thereby increasing client ROI by 20%.
Education
Master of Science - Industrial Engineering
New Jersey Institute of Technology
Newark, NJ 09.2015 - 01.2017
Bachelor of Science - Mechanical Engineering
SRM University
Chennai, India 05.2011 - 05.2015
Skills
Upselling strategies
Timeline
Senior Customer Success Manager
Marchex
05.2021 - Current
Lead, Client Services
Ipipeline
09.2020 - 05.2021
Customer Success Manager
Aislelabs
01.2019 - 09.2020
Master of Science - Industrial Engineering
New Jersey Institute of Technology
09.2015 - 01.2017
Bachelor of Science - Mechanical Engineering
SRM University
05.2011 - 05.2015
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