PALAK LAKHANI

• Own renewal and expansion strategy for a portfolio exceeding $63M in Annual Recurring Revenue (ARR) across 1,200+ customers, driving consistent growth and retention.
• Deliver Net Revenue Retention (NRR) results that exceed targets by 10%+ quarter over quarter, contributing directly to ON24’s top-line performance.
• Develop and implement strategic plans to elevate customer satisfaction and advocacy, resulting in measurable revenue impact and long-term loyalty.
• Partner cross-functionally with Sales, Marketing, and Product to align on customer success goals and ensure seamless execution.
• Provide leadership and mentorship to a high-performing team of Customer Success Managers, fostering a culture of accountability, innovation, and continuous improvement.
• Build and maintain executive-level relationships with key accounts, including C-suite stakeholders, to understand strategic goals and deliver tailored success plans.
• Leverage customer data and feedback to identify trends and opportunities, launching initiatives that enhance the customer experience and drive platform adoption.
• Represent ON24 at industry events and customer forums, positioning the company as a thought leader in customer success and digital engagement.

• Successfully manage a team that exceeds QoQ targets.
• Handle major customer issues as escalation point.
• Handle global Customer Success Team interactions.
• Serve as a key escalation point for major customer issues, working closely with internal stakeholders to drive timely resolution and ensure customer satisfaction.
• Drive the adoption and utilization of ON24's platform, ensuring customers maximize the value of their investment and achieve their desired outcomes.

Compiled KPIs on platform utilization and presented findings in Quarterly Business Reviews to demonstrate long-term value of ON24.

Developed and enhanced documentation to facilitate effective client conversations.

Created detailed account health reports for executive-level review.

Collaborated internally to ensure client feedback was integrated into product development.

Managed over 150 accounts, ensuring high client satisfaction and retention.

Facilitated account setup, training, implementation, and continuous reviews for growth.

Established and nurtured trusting relationships with all clients for enhanced collaboration.

Maintained professionalism in dialogue and demeanor during challenging interactions.