Prashant Singh
Revenue Operations & Client Success Manager
Kitchener,ON
Summary
Customer Success Manager with 7+ years of SaaS and enterprise experience driving renewals, retention, and account expansion. Proven track record of 95%+ renewal rates, 30% churn reduction, and scaling $1.2M+ in channel revenue. Skilled in executive QBRs, onboarding, success planning, ROI storytelling, and cross-functional collaboration. Passionate about aligning customer outcomes with business goals to maximize adoption and value realization.
Overview
19
19
years of professional experience
5
5
years of post-secondary education
Work History
Revenue Operations & Client Success Manager
QuickLaunch
Miami, Florida
06.2022 - 08.2025
- Achieved a 95%+ renewal rate across enterprise and mid-market SaaS accounts
- Reduced churn by 30% and boosted NPS by 45% through improved onboarding and success playbooks.
- Scaled channel partner program, adding 80+ new accounts, and driving $1.2M+ in revenue
- Built and managed an SHI reseller relationship worth over $1 million.
- Delivered QBRs and ROI presentations to uncover upsell opportunities, and ensure executive alignment.
- Partnered cross-functionally with Sales, Marketing, Product, and Support to improve adoption and time to value.
- Generated new sales opportunities by delivering tailored product demos and aligning solutions with client business goals.
- Developed training programs to improve customer support skills
- Developed customer success playbook strategies to enhance client satisfaction and retention through effective forecasting.
Customer Experience Account Manager
Walmart
Waterdown, ONTARIO
11.2019 - 06.2022
- Managed client relationships and addressed their needs effectively.
- Coordinated project timelines and ensured timely delivery of services.
- Led 20+ employees, ensuring high customer satisfaction, and operational efficiency.
- Used customer feedback and sales insights to identify growth
opportunities
Senior Customer Success Manager
QuickLaunch
Miami, Florida
11.2016 - 08.2019
- Built customer success playbooks and onboarding programs to accelerate time to value.
- Drove customer adoption through webinars, workshops, and success plans.
- Partnered with Product on feedback loops, improving feature adoption, and retention.
- Developed customer success strategies to enhance client engagement and retention.
- Conducted regular check-ins with clients to gather feedback on services used.
Manager Operations
American Express
11.2006 - 11.2016
- Directed operations for the CEN US team, achieving top NPS scores across segments.
- Negotiated vendor contracts, improved compliance processes, and reduced operational costs.
- Developed operational plans to enhance service delivery efficiency.
- Facilitated training sessions for staff on new processes and tools.
- Led team meetings to align project goals and strategies.
Skills
- Lead Generation
- Pipeline Management
- Territory Growth
- Market Research
- Sales strategy
- Contract Negotiation
- Business Relationship Management
- Product Demonstration
- Customer Service Management
- Effective Communication
References
References available upon request.
Education
Building Excellence in Entrepreneurship - Business
07.2024 - 03.2025
Bachelor of Arts - Art's
07.2005 - 04.2010
Masters in Information System - Information System
Certification
- Gainsight Pulse Academy | Toronto, ON Customer Success Manager Certified 05/2020
Timeline
Conestoga College - Building Excellence in Entrepreneurship, Business
07.2024 - 03.2025
Revenue Operations & Client Success Manager - QuickLaunch
06.2022 - 08.2025
Customer Experience Account Manager - Walmart
11.2019 - 06.2022
Senior Customer Success Manager - QuickLaunch
11.2016 - 08.2019
Manager Operations - American Express
11.2006 - 11.2016
University of Delhi - Bachelor of Arts, Art's
07.2005 - 04.2010
NIIT - Masters in Information System, Information System