NIVEDHA RANI
Berlin
Summary
Customer Success Consultant with 6+ years of experience scaling enterprise customers across Europe and managing high-value SMB accounts in the B2B SaaS industry. Proven expertise in fostering strong stakeholder relationships, understanding unique customer challenges, and crafting tailored success plans to drive measurable outcomes. Skilled in upsell/cross-sell strategies, churn reduction, and renewal optimization, resulting in 75% revenue growth and 95% customer retention. Adept at collaborating with cross-functional teams to deliver long-term value and ensure customer satisfaction for both enterprise and SMB clients.
Overview
8
8
years of professional experience
Work History
Customer Success Specialist
Concentrix
09.2024 - Current
- Manage a portfolio of 50+ enterprise accounts, acting as their trusted advisor and ensuring their success with the product.
- Onboard 10+ new customers per quarter, achieving a 90% satisfaction rate during the onboarding process.
- Conduct quarterly business reviews (QBRs) to align customer goals with product capabilities, resulting in a 95% renewal rate.
- Collaborate with Product and Engineering teams to resolve 20+ customer issues monthly, improving satisfaction and reducing churn by 15%.
- Implement retention strategies, including health checks and success plans, reducing churn by 75-80%.
Customer Success Consultant
Profit.co
11.2021 - 01.2023
- Managed 30+ named accounts, providing technical support and strategic guidance to maximize product value.
- Conducted training sessions for customers, increasing product adoption by 80% and engagement by more than 30%.
- Identified and mitigated risks for 20+ at-risk accounts, preventing churn and ensuring a 90% retention rate.
- Executed 15+ upsell/cross-sell opportunities, contributing to 75% growth in expansion revenue.
Customer Success Specialist
Zoho
09.2019 - 12.2021
- Onboarded 100+ new customers, ensuring a smooth product induction and achieving a 90% satisfaction rate.
- Conducted workshops to train customers on product features, resulting in 80% product adoption.
- Actively engaged with our Zoho community, both internally and externally, strengthening relationships and enhancing the value of our platform
- Monitored customer health metrics for 50+ accounts, reducing churn by 75-80% through proactive engagement.
- Identified and executed 20+ upsell/cross-sell opportunities, driving 70-75% growth in ARR.
Customer Success - Sales
OrangeScape Technologies
08.2017 - 09.2019
- Engaged with inbound and outbound leads sourced through LinkedIn Sales Navigator and targeted campaigns to identify potential customer opportunities
- Delivered Proof of Concept (POC) demonstrations, showcasing product value and driving 70% revenue growth.
- Provided support and addressing product-related queries to ensure a seamless customer experience and foster long-term satisfaction
Education
UX/UI Product Design Bootcamp -
WBS Coding School
09.2023
B.Tech - Information Technology
DMI College of Engineering
01.2017
Skills
- Customer Onboarding: 90% satisfaction rate, 50 customers onboarded annually
- Renewals & Retention: 95% renewal rate, 75-80% churn reduction
- Coaching & Training: 100 sessions conducted, 80% product adoption
- Account Management: 100 accounts managed, 95% retention rate
- Revenue Growth: 75% expansion revenue growth, 30 upsell/cross-sell opportunities executed
- CRM Tools: Salesforce, HubSpot, Zendesk
- Languages: English (Fluent), German (Basic)
Accomplishments
- Product Adoption by 80% through targeted training sessions and enhancing customer engagement.
- Reduced churn by 75-80% by implementing early risk detection, improving overall customer satisfaction.
- Achieved 75% growth in upsell and cross-sell revenue by identifying expansion opportunities.
- Contributed to 70-75% growth in annual recurring revenue (ARR) by strengthening client relationships and ensuring seamless contract renewals.
Timeline
Customer Success Specialist
Concentrix
09.2024 - Current
Customer Success Consultant
Profit.co
11.2021 - 01.2023
Customer Success Specialist
Zoho
09.2019 - 12.2021
Customer Success - Sales
OrangeScape Technologies
08.2017 - 09.2019
B.Tech - Information Technology
DMI College of Engineering
UX/UI Product Design Bootcamp -
WBS Coding School
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