DHWAJ TIWARI
CUSTOMER SUCCESS
DETAILS
Pune
India
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LINKS
LinkedIn
SKILLS
Communication Skills
Project Management
Customer Success Team
Leadership
Customer Experience
Optimization
Executive & Stakeholder Relations
Strategic Planning & Execution
Budgeting & Forecasting
Training & Customer Onboarding
Key Account Management
Renewals and Retention
Product Ops
Strategic Consulting
Customer Advocacy
Remote Working
PUNE, INDIA
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PROFILE
Drawing on 10 years of immersed experience in the Customer Success domain, I've
emerged as a dynamic Intrapreneur, steering teams with finesse and foresight for the
past 3 years . My strategic acumen shines in orchestrating Business Expansion through
nuanced Product Adoption strategies and implementing agile Churn Control measures,
resulting in a remarkable 150% surge in NRR/NDR and a 1.3x amplification of overall
cohorts.
EMPLOYMENT HISTORY
Senior CSM/Product Ops at Passionfroot, Berlin
August 2024 — Present
• Growth, Sales and Customer Success - Working closely with the founders and Chief
of Staff to drive our most important agenda: growing our user base. This includes
finding new leads, on boarding them, and customer success to ensure they love
Passionfroot.
• Product Operations - Work at the intersection of product and CS to support
on critical tasks including translating customer feedback to clear features that
influence our product road map.
• Business Development and Partnerships - Supporting the COO and Chief of Staff to
grow the Passionfroot Partner Network in order to bring more sponsorship to our
creators + also working on select product partnerships.
Sr. Customer Success Manager at iMocha, Pune
June 2019 — May 2024
• Operated effectively in a matrix organization to manage and propel the Medium and
Enterprise Clientele in the EMEA, APAC regions. Maintained a book of business with
a revenue of $ 1.2 Million
• Worked with a 4 member team to effect strategic growth for client portfolio
generating 1.5 times the revenue.
• Drove data management, standardization and scalability across sales verticals and
departments. Developed and executed tactical sales/upsell initiatives utilizing data
analytics and business intelligence.
• Led software integrations, managing client expectations, internal developmental
resources and project timelines.
• Conducted pilot studies and prepared ROI analyses employing client provided data
and internally developed statistical methodologies.
• Built and maintained strong working relationships with all key customer
stakeholders including C-Level decision makers for a portfolio of over 45 programs.
• Presented consultative results and best practices to executive teams through use
cases and analysis of client data on a regular basis.
Customer Success Manager at Nopaperforms (Now Meritto), New Delhi
October 2018 — June 2019
• Proactively engage with customers right from time of inception throughout
entire life-cycle of customer which includes strategic and tactical guidance, client
on-boarding, usage tracking, consultancy, training, meetings, workshop, up-sell
and renewal
• Gather requirements from clients, Suggest Product Solutions, Coordinate with
other teams to ensure seamless Implementation
• To showcase product demo + workout solutions for business use cases using best
product- t.
• Review on-going product usage, account health, risks assessment, upsell/cross
-sell, industry trends, customer trends, and competitor landscapes
• Provide actionable insight to decision-makers to in uence strategy and
performance
• Manage overall customer success to ensure high retention and renewal rate
Sr. Customer Success Specialist at sumHR, Pune
February 2017 — September 2018
• Handled75+ Clients as a Key Account Manager with a renewal rate of 70%
• Execute support, deployments (implementations) and best practice coaching for
small-mid size customers - Responsible for product implementation and customer
engagement
• Closely worked with the product and tech team for resolving problems/Client
Customizations/ Enhancements
• Developing Software educator for clients, create documentation, tutorials, videos,
guides, etc., which can help customers manage their sumHR account more easily
• Upselling and Upgrading of modules for prospective clients.
Key Account Manager at Infistock Pvt Ltd, E-commerce, Pune
January 2014 — February 2017
• This was my rst Entrepreneur Experience in the eld of e-commerce
• Handled a team of 5 employees in the company. From Hiring to the exit managed
their whole work life cycle
• Running campaigns advertisements and providing o ers to increase the sales
• Managed the inventory of the company and checked regularly the stock in it
• Bringing new products on the platform. Closing deals with the manufacturers was
my major responsibility
EDUCATION
Bachelors in Computer Application
2014 — 2017
COURSES
Key Account Management Program, Udemy
April 2024
Introduction to Data Analytics , Coursera
May 2021
Tableau for Beginners , Udemy
April 2021
