MANMOHAN SHARMA

About

Customer Success professional with 6+ years of experience owning the full customer lifecycle across B2B SaaS and enterprise technology environments—from sales handover and onboarding through consistent engagement, renewal, and expansion. Proven track record managing 40+ enterprise accounts across India/APAC/global markets, driving product adoption, mitigating churn risk using data-driven account health insights, and representing voice of customer to influence product roadmaps. Experienced delivering MBRs/QBRs, handling escalations with empathy and ownership, and coordinating cross-functionally (Sales/Product/Engineering/Support) in remote-first settings with US shift hours.

Experience

• Deputy Manager - Customer Success & SaaS Account Management · Dotpe Private Limited08-01-2022 – 01-31-2026

  - Owned the full customer lifecycle for a portfolio of 40+ enterprise SaaS accounts - managing seamless sales handover, structured onboarding with integration support, consistent engagement through MBRs and QBRs, and proactive renewal and expansion management to build long-term relationships of trust and transparency. - Drove product adoption across the customer base by deeply understanding each client's use case and workflows, guiding them through platform capabilities, and ensuring they extracted measurable value from the product - tracking utilization data to identify adoption gaps and intervene proactively. - Relied on data and analytics to monitor account health, identify customers at risk of churn, and engage proactively with targeted success plans - consistently working to move accounts toward high customer satisfaction scores through structured, outcome-oriented engagement. - Served as the voice of the customer internally - capturing structured product feedback, feature requests, and usability pain points from clients, and representing these clearly to Product and Engineering teams to influence the roadmap in line with real customer needs. - Conducted MBRs and QBRs with enterprise client stakeholders - presenting account health data, tracking progress on customer goals, reviewing open action items, and building transparency and alignment across all touchpoints in the customer journey. - Became a deep platform expert across the SaaS product suite - enabling customers to understand and leverage advanced capabilities, and comfortably engaging both technical and non-technical audiences to explain complex platform concepts in clear, accessible terms. - Managed escalations, open issues, and customer concerns with empathy and ownership - coordinating with Product, Engineering, and Support teams to resolve issues swiftly and maintain customer confidence throughout the relationship. - Collaborated cross-functionally with Sales, Product, and Engineering teams to ensure seamless post-sales customer experience - contributing insights from the customer-facing role to improve onboarding processes, support workflows, and overall customer journey design. Key Outcome: Zero SLA breach escalations across a 40+ enterprise SaaS portfolio. Improved product adoption rates, customer satisfaction scores, and renewal outcomes through data-driven churn risk management, structured MBR/QBR delivery, and consistent platform expertise.

• Senior Operations Analyst - Account Management & Customer Engagement · Ferns N Petals Pvt. Ltd.01-01-2021 – 07-31-2022

  - Managed end-to-end customer lifecycle for 12+ high-value corporate accounts - onboarding new clients, driving consistent engagement through structured business review cadences, and proactively addressing satisfaction risks to maintain high account health and long-term retention. - Used data-driven insights to track account performance, identify service gaps and at-risk accounts, and implement targeted interventions - producing structured MIS reports and performance dashboards to guide customer conversations and leadership decisions. - Coordinated cross-functional teams across Technology, Logistics, and Marketing to deliver on customer commitments - contributing to INR 5M in single-day revenue during peak cycles through structured execution and clear stakeholder communication. - Acted as the voice of the customer in internal discussions - surfacing recurring client feedback, flagging patterns in customer dissatisfaction, and driving process improvements that reduced service gaps and improved overall customer experience. Key Outcome: Achieved 100% on-time fulfilment and SLA adherence across all corporate accounts, recognised for customer-first account management, proactive churn risk mitigation, and high-quality business review delivery.

• Operations Associate - Fintech Customer Operations & Compliance · One Mobikwik Systems Ltd. (MobiKwik)08-01-2019 – 09-30-2020

  - Managed high-volume customer-facing financial service operations (UPI, IMPS, P2P) in a regulated fintech environment - ensuring SLA adherence, rapid issue resolution, and a consistent, empathetic customer experience during peak transaction periods. - Monitored platform and transaction health metrics in real time - proactively identifying failure patterns, flagging at-risk service areas, and coordinating corrective actions across technical and compliance teams to maintain service continuity. - Maintained structured operational documentation, compliance records, and SOPs - contributing to process standardisation and regulatory transparency across all customer-facing operations. Key Outcome: Maintained zero regulatory breach incidents through proactive monitoring, structured escalation handling, and customer-first issue resolution across high-volume fintech operations.

Education

• B.N. Mandal University, Madhepura, BiharBachelor of Arts (Honours), Bachelor of Arts (Honours)

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