ASHISH NAGULA
Toronto
Summary
Results-driven Customer Success Manager with 6+ years of experience in telecom and retail environments, specializing in maximizing Customer Lifetime Value (CLV) and driving sustainable revenue growth. Proven track record of achieving 95%+ gross retention and generating expansion revenue through strategic upsell/cross-sell initiatives. Expert in leading Quarterly Business Reviews (QBRs), ensuring high product adoption, and using data analytics to proactively manage renewal risk and reduce churn by double digits. Committed to improving NPS/CSAT scores and fostering strategic, long-term customer relationships.
Overview
7
7
years of professional experience
Work History
Customer Success Advisor
NQX (Bell Canada Partner)
01.2023 - Current
- Accelerated Gross Retention Rate (GRR) and customer loyalty across 100+ SMB accounts, achieving a 20% increase in CSAT and significantly improving the overall Customer Health Score.
- Elevated Net Revenue Retention (NRR) by developing and presenting compelling Quarterly Business Reviews (QBRs), resulting in a 15% lift in upsells and account expansion.
- Exceeded team targets and fuelled revenue expansion by executing strategic proactive outreach campaigns and consistent follow-ups, resulting in 110%+ monthly quota attainment.
- Optimized the client journey to reduce Time-to-Value (TTV) by 2 weeks, leading escalation management with Support and Product teams to ensure rapid resolution of critical post-sale issues.
- Fostered a high-performing CS culture by developing and implementing new hire training materials and Standard Operating Procedures (SOPs) for renewal and expansion workflows.
- Streamlined operations and accelerated client satisfaction by facilitating robust interdepartmental coordination to enhance service delivery and significantly reduce client resolution times.
Team Leader, Customer Service & Sales
NQX (Bell Canada Partner)
11.2020 - 12.2022
- Accelerated customer value and loyalty by optimizing post-sale support workflows, resulting in a 25% reduction in time-to-resolution for critical tickets and a corresponding increase in account health scores.
- Drove cross-functional alignment by coaching Sales and Support teams on value-based messaging, strategic account planning, and early risk indicators, ensuring a unified and proactive customer experience.
- Expertly managed high-value account risk and escalations to prevent churn, while formalizing the client review cadence into impactful Quarterly Business Reviews (QBRs) to drive proactive value realization.
- Enhanced Product Adoption and user self-sufficiency by designing and deploying customer-facing Success Plans and enablement resources, successfully reducing Time-to-Value (TTV) for new clients by 20%.
Customer Success Specialist
NQX (Bell Canada Partner)
03.2019 - 10.2020
- Spearheaded strategic value realization across the portfolio by leading executive-level Quarterly Business Reviews (QBRs), resulting in a 15% increase in Product Adoption and demonstrable 25% improvement in Customer ROI and satisfaction.
- Maximized Net Revenue Retention (NRR) at 110%+ by designing the renewal governance framework, mitigating churn risk in high-value accounts, and securing 15% more in quarterly upsell/cross-sell revenue.
- Championed the Voice of the Customer (VoC) to Product and Engineering leadership, influencing 3 critical feature rollouts and orchestrating cross-functional process improvements that reduced the average Time-to-Resolution (TTR) by 10%.
Sales Representative
Tbooth Wireless
07.2018 - 03.2019
- Exceeded monthly B2C and B2B sales targets for major carriers (Bell, Rogers, Fido).
- Converted over 80 customers from competitors through value-based consultative selling.
- Supported onboarding of new team members, increasing team productivity and satisfaction.
Education
Post-Graduate Certificate - Marketing Research & Data Analytics
Centennial College
01.2018
Post-Graduate Certificate - Marketing Management (Financial Services)
George Brown College
01.2017
Bachelor of Management Studies - undefined
R.D. National College
01.2015
Skills
- Client Relationship Building & Net Revenue Retention (NRR)
- Churn Analysis & Risk Mitigation
- Upselling & Cross-Selling Strategies
- Onboarding & Enablement, Data Analytics & Customer Insights
- KPI Tracking & Reporting
- Customer Success Management (SAAS)
- CRM (Salesforce, HubSpot)
- Process Improvement
- B2B & B2C Relationship Management
- Team Training & Coaching, Conflict Resolution & Escalation Management
- Empathy, Active Listening, and Communication
Key Achievements
- Drove Gross Retention Rate (GRR) via a targeted engagement model, resulting in a 20% increase in CSAT and improved account health scores.
- Achieved 115%+ Net Revenue Retention (NRR) by leading value-driven Quarterly Business Reviews (QBRs), securing a 15% lift in upsell revenue.
- Standardized the onboarding process, reducing Time-to-Value (TTV) by 30% and accelerating product adoption for new clients.
- Streamlined Risk Mitigation and Voice of the Customer (VoC) capture, resulting in a 15% reduction in issue escalation time
Timeline
Customer Success Advisor
NQX (Bell Canada Partner)
01.2023 - Current
Team Leader, Customer Service & Sales
NQX (Bell Canada Partner)
11.2020 - 12.2022
Customer Success Specialist
NQX (Bell Canada Partner)
03.2019 - 10.2020
Sales Representative
Tbooth Wireless
07.2018 - 03.2019
Post-Graduate Certificate - Marketing Management (Financial Services)
George Brown College
Bachelor of Management Studies - undefined
R.D. National College
Post-Graduate Certificate - Marketing Research & Data Analytics
Centennial College