JANKI SAMARTH
San Francisco,CA
Summary
Results-driven Customer Success Manager with over 5 years of experience in maximizing customer satisfaction and retention while fostering business growth. Proven expertise in driving product adoption, building lasting client relationships, and delivering measurable outcomes. Adept at leading cross-functional collaborations, implementing data-driven strategies, and optimizing customer journeys to ensure client success and business impact.
Overview
7
7
years of professional experience
Work History
Customer Success Manager
SamaCare
11.2022 - 05.2024
- Spearheaded client onboarding, delivering tailored training sessions to ensure smooth integration and adoption of SamaCare platform
- Managed a portfolio of 50+ healthcare providers, maintaining consistent communication to address evolving client needs and enhance satisfaction
- Conducted quarterly business reviews and health checks, offering actionable insights to drive client success and retention
- Collaborated with internal teams to resolve technical issues promptly, achieving a 95% customer satisfaction rating
- Utilized data analytics to monitor usage trends, identify improvement opportunities, and optimize workflows for healthcare providers
- Championed customer feedback, partnering with the product team to prioritize feature enhancements aligned with user needs
- Increased customer retention by 20% through proactive engagement and strategic account management
Customer Success Associate
SamaCare
11.2022 - 02.2024
- Designed and executed customized training programs, ensuring early adoption and a seamless client experience
- Conducted regular check-ins and business reviews for mid-tier clients, providing optimization recommendations to maximize platform value
- Acted as a client advocate, relaying feedback to the product team and contributing to roadmap development
- Prepared detailed reports on customer success metrics, showcasing value and ROI for internal stakeholders
- Identified and resolved discrepancies and errors in customer accounts.
- Cross-trained and provided backup support for organizational leadership.
- Sought ways to improve processes and services provided.
Senior Customer Success Analyst
Smiota
05.2021 - 11.2022
- Managed a portfolio of strategic accounts, driving product adoption and ensuring customer satisfaction
- Partnered with internal teams to enhance customer support processes, reducing response times by 25%
- Leveraged data analytics to identify trends, improve adoption rates, and uncover upsell opportunities
- Delivered training sessions and onboarding support, promoting seamless product integration
Lead Technical Project Manager
escoADVISOR
10.2018 - 05.2021
- Directed end-to-end project management for offshore initiatives, reducing operational risks and improving system reliability
- Recovered $120K in outstanding debt, contributing to a 50% profit increase
- Automated workflows and developed solutions to mitigate billing leaks, enhancing client operations
Cloud Computing Intern
Digital Ocean
06.2017 - 08.2017
- Reengineered cloud infrastructure using Python and JavaScript, improving system efficiency
- Streamlined internal workflows and optimized CRM processes through Salesforce implementation
- Analyzed problems and worked with teams to develop solutions.
Education
Skills
- Customer Success
- Customer onboarding
- Client relations
- Relationship Building & Retention
- Training & Onboarding
- SaaS Platform Expertise
- Data-Driven Insights & Reporting
- Salesforce
- Schedule management
- Customer relations
- Cross-functional coordination
- CRM software
Timeline
Customer Success Manager
SamaCare
11.2022 - 05.2024
Customer Success Associate
SamaCare
11.2022 - 02.2024
Senior Customer Success Analyst
Smiota
05.2021 - 11.2022
Lead Technical Project Manager
escoADVISOR
10.2018 - 05.2021
Cloud Computing Intern
Digital Ocean
06.2017 - 08.2017
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