Niharika Keshri
Piscataway,NJ
Summary
Results-driven Customer Success Manager with approximately 5.5 years of experience driving customer satisfaction, retention, and revenue growth in fast-paced SaaS environments. Proven track record in leading end-to-end onboarding, delivering proactive support, and collaborating cross-functionally to resolve complex issues. Skilled in leveraging data analytics and customer insights to optimize user engagement and reduce churn. Adept at managing key accounts, executing retention and upsell strategies, and delivering impactful training sessions.
Overview
7
7
years of professional experience
Work History
Customer Success Manager
GoKwik
Bangalore
12.2022 - 02.2024
- Led end-to-end customer onboarding and training to ensure smooth product adoption and long-term satisfaction.
- Provided proactive support to merchants, addressing operational challenges such as setup, dashboards, shipping, and RTO issues.
- Collaborated with cross-functional teams to resolve customer issues and enhance the overall user experience.
- Conducted regular client check-ins, QBRs, and performance reviews to drive engagement, retention, and growth.
- Implemented retention strategies, managed pricing conversations, and identified upsell and cross-sell opportunities.
- Analyzed customer feedback and behavioral data to uncover trends and improve service delivery.
- Tracked key performance metrics (e.g., conversion rates, GMV) using tools like Excel, Metabase, and Google Analytics.
- Designed and executed A/B tests to optimize product usage and merchant performance.
- Created dashboards and reports to translate customer insights into strategic recommendations for internal and external stakeholders.
Client Success Manager
Convertcart
Bangalore
01.2022 - 11.2022
- Managed website optimization across APAC, North America, and Latin America to improve user experience and boost conversion rates using tools like Google Analytics, Kissflow, and ConvertCart.
- Drove customer satisfaction and retention by actively supporting clients throughout the post-sale lifecycle and subscription period.
- Conducted Strategic Business Reviews (QBRs) to assess customer milestones, product ROI, and recommend actionable improvements.
- Identified solution usage gaps and delivered tailored recommendations to maximize product adoption and client success.
- Collaborated with product teams to relay customer feedback, enhance the product roadmap, and optimize internal processes.
- Led A/B testing, data analysis, and sprint-based optimization planning to drive measurable improvements in website performance and revenue.
Client Success Manager
HDFC Bank
Bangalore
09.2018 - 10.2021
- Managed key high-value corporate accounts (30+ clients), fostering long-term relationships, identifying business needs, and delivering tailored B2B product solutions.
- Collaborated with executive leadership to define strategic growth plans for the customer success function, including short- and long-term objectives.
- Tracked success metrics across teams, visualized data insights using CRM and BI tools (e.g., Flexcube, Business Information System), and presented actionable strategies for account expansion.
- Drove revenue growth by securing new business opportunities while ensuring compliance with regulatory requirements and maintaining overall portfolio health.
Internship Student
United Technologies
Delhi
02.2017 - 04.2017
- The aim of project was to map the potential influencers and understand about their expansion plans for the key customers of the VRF air conditioning system in the following segment - Hospitality, Healthcare, Education.
Education
MBA - Marketing
ICFAI Business School
Hyderabad12.2018
B. Tech - ECE
Gandhi Institute for Technological Advancement
Bhubaneswar12.2014
12th -
Delhi Public School
Ranchi12.2010
10th -
Delhi Public School
Ranchi12.2008
Skills
- Customer onboarding
- Data analysis
- Performance metrics
- A/B testing
- Product knowledge
- Stakeholder management
Internship
United Technologies, 02/17, 04/17, The aim of project was to map the potential influencers and understand about their expansion plans for the key customers of the VRF air conditioning system in the following segment - Hospitality, Healthcare, Education.
Additional Information
Visa Status: H-4 EAD, valid through April 2028. Authorized to work in the U.S. without sponsorship.
Timeline
Customer Success Manager
GoKwik
12.2022 - 02.2024
Client Success Manager
Convertcart
01.2022 - 11.2022
Client Success Manager
HDFC Bank
09.2018 - 10.2021
Internship Student
United Technologies
02.2017 - 04.2017
MBA - Marketing
ICFAI Business School
B. Tech - ECE
Gandhi Institute for Technological Advancement
12th -
Delhi Public School
10th -
Delhi Public School
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