Kruti Bham
Toronto
Summary
Results driven Customer Success Manager with experience working in B2B SAAS startup. Highly skilled at managing and building customer relationships, onboarding and training customers and supporting sales opportunities. Proven team leader with focus on maximizing customer retention while applying analytical and strategic skills to provide high LTV.
Overview
7
7
years of professional experience
Work History
Senior Customer Success Manager
CapIntel
01.2023 - Current
- Closely worked with growth AEs to identify and close warm expansion and renewal opportunities in my book of business, while maintaining a 0% churn rate.
- Early renewed two of our largest accounts (1 year early) with an additional 50% upsell on both accounts.
- Developed personalized playbooks and engagement plans to address areas of opportunity with key accounts while creating long-term champions with customer's C-Suite.
- Carried out deeper multi-threading strategies with champions, leading to increased confidence and trust in CapIntel's roadmap and vision.
- Collaborated with marketing to create CapIntel's first two customer success stories and case studies, now being used as an asset to drive new sales.
- Conducted regular strategic and innovation reviews with key accounts, to highlight value of tool, demonstrate engagement success, and identify opportunities for growth.
- Played a key role in onboarding and training new Customer Success Managers, setting them up for success through hands-on coaching and mentoring.
Customer Success Manager / Team Lead
CapIntel
01.2022 - 01.2023
- Key point of contact with C-levels for CapIntel’s customers – Enterprise and SMB.
- Developed cross functional OKRs and strategy for Implementation, Sales and CSM functions.
- Created and carried out first QBRs for top 5 ARR customers.
- Monitored metrics and developed actionable insights to improve adoption of product.
- Created monthly health score card using analytics tool (Heap) and defining key measurable activities for CapIntel’s customers.
- Built out scalable training and onboarding program for new and existing customers.
- Worked alongside CapIntel’s product and engineering teams to oversee implementation for new customers.
- Created user guides and customer journey on Hubspot for new product launches for internal and external stakeholders.
- Responsible for hiring and training CSMs and setting KPIs for CS team.
- Partnered with CRO and respective account executives to identify expansion and upsell opportunities.
- Established meeting cadence with executive leadership on CapIntel and Customers’ side.
- Co-developed CapIntel’s Premier Services offering to support and enhance enterprise customers’ experience with expanded support and dev hours for future builds.
Portfolio Manager
Wealthsimple
01.2021 - 01.2022
- Primarily interacting with clients (prospective and current) via phone conducting discovery calls, financial planning meetings, portfolio reviews and suitability (KYC) calls.
- Consistently achieved 90-95% of quarterly sales quota.
- Help clients plan and make right financial decisions in fiduciary advisor capacity.
- Educate clients and prospective clients on how Wealthsimple's approach may better fit their needs by hosting presentations, lunch and learns and webinars.
- Improving our product and online user experience by collaborating with Product and Engineering teams and supporting trading operations.
- Lead of the Diversity and Inclusion committee for the Portfolio Management team to ensure D&I are an integral part of our daily internal and external interactions.
- Partnering with Investment and Compliance team on bi-weekly basis to ensure we are staying up to date on industry regulations and standards for Wealthsimple clients.
Financial Consultant
MD Financial Management
04.2017 - 01.2021
- Meeting with existing MD clients who are Medical Residents and New-to-Practice physicians to discuss strategies related to their financial well-being.
- Responsible for acquisition of new medical students, residents, and new-to-practice physicians as clients.
- Work to ensure client needs are pro-actively addressed in alignment with their current financial situation and life stage.
- Developing and presenting financial strategies and plans, and monitoring changes in their financial status and life circumstances.
- Responsible for fostering solid working relationships with medical schools and provincial medical association(s).
- Conducted financial planning seminars and information meetings throughout Ontario to inform clients about new strategies, legislative changes, and MD Financial Management's programs.
- Provide value-added input to MD Financial Management’s marketing team relative to new products, services, and trends.
Education
Chartered Investment Manager - Portfolio Management
Canadian Securities Institute
Toronto, ON01.2021
Bachelor of Commerce - Marketing Management - Financial Services
Ryerson University
Toronto, ON06.2011
Skills
- Excellent interpersonal skills
- Working knowledge of CRM software, JIRA, ClickUp and MS Suite
- Team Leadership and coaching
- Relationship building and management
- Extensive knowledge of investment industry
- Strategic and analytical thinker
- Onboarding and training specialist
- Public Speaking
- Focused on customer retention and expansion
- High attention to detail
Timeline
Senior Customer Success Manager
CapIntel
01.2023 - Current
Customer Success Manager / Team Lead
CapIntel
01.2022 - 01.2023
Portfolio Manager
Wealthsimple
01.2021 - 01.2022
Financial Consultant
MD Financial Management
04.2017 - 01.2021
Chartered Investment Manager - Portfolio Management
Canadian Securities Institute
Bachelor of Commerce - Marketing Management - Financial Services
Ryerson University
Similar Profiles
Camille PelletierCamille Pelletier
Software Engineer at CapIntelSoftware Engineer at CapIntel
Jeel BhattJeel Bhatt
Partner at Joshi & Joshi Labour Law ConsultantPartner at Joshi & Joshi Labour Law Consultant
Nathan ThompsonNathan Thompson
Chef De Partie at PompetteChef De Partie at Pompette