Ishita Sharma
Email ID:-
Phone: -
Linkedin: linkedin.com/in/ishitasharma24
Education
IBS Hyderabad CGPA : 8.2
Master of Business Administration (M.B.A.), Marketing/Marketing
Management, General
2013 - 2015
Skills
Consulting | Strategic Planning | Customer Success | Customer Retention | Customer Advocacy | Customer
Expansion | Account Management | Software as a Service (SaaS) | Customer Success Strategy |
Cross-functional Team Leadership | Project Management
Experience (2015 - 2024)
Senior Manager - Customer Success (US)
Epsilon
Part of a pilot CS team in India, handling a BoB of about $60M with an average TCV of about $5M.
Highlights:
● Created KT templates for smooth transitions across multiple teams throughout the Customer Lifecycle
● Created a Success Plan Template to be followed by the team
● Introduced and Created a Account Health Score Architecture and Product Adoption Scorecard
● Introduced and Created a template for Monthly Value Realization Check-ins
● Maintained a 100% Renewal Rate across the BoB throughout my tenure
● Completed a formal Customer Success Certification from Growth Molecules.
Senior Manager, Customer Success
iQuanti
Joined Iquanti to lead their Customer Success Function unfortunately the Company lost their VC
Funding Round and had to make cuts to their budget to a point that we had to part ways and
they closed off the position permanently for the foreseeable future.
Highlight:
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Created a Scalable Template for Account Health Checks which the team and leadership could
use in the absence of a day to day Team Manager during my tenure at the company.
Senior Manager - Customer Success (Global)
SpotDraft
Forged a future-proof path for the Customer Success Function at Spotdraft. Built up the CS function from the
ground.
Highlights:
● Designed multiple processes for the CS function which included but were not limited to Customer Delight
Assurance Program(CDAP), Monthly Checkin and Success Plan Templates, Customer Happiness Index
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(CHI)
Selected a CS tool which best suited the Team and the Product after assessing multiple tools.
Hired, Mentored and Managed 8 individually contributing Customer Success Managers (CSMs) across
different geographies.
Maintained a Quarterly NRR of over 36%
Individually Contributed to Conferences held for Clients.
Maintained a Customer Advocacy score of 9 on 10 Q on Q
Identified, Designed and Measured KPIs and Quotas for the Team
Ensured over 97% achievement of the Quotas.
Handled Performance Reviews and Appraisal Cycles
Customer Success Manager
Singular
Handling a portfolio of around 20-30 customers
KPIs included Product Adoption, Retention, Churn Reduction
Customer Success Manager - US & Canada
Sprinklr
Worked on a portfolio comprising only fortune 500 companies with an average ticket size of over
100K ARR.
Highlights:
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200% increase in the Portfolio
Won 4 Multiple year deals from a BOB of 9 Customers
Drove high product adoption and created strategic growth opportunities on all accounts.
KPIs Included Customer Retention, Upselling, Cross Selling, Product Adoption, Advocacy, NPS,
and Product Trainings.
Customer Success Manager - Mid Market (North America)
Freshworks
Working with a portfolio of $ 3M+ ARR in the North American market. Actively working with
customers ensuring high product adoption and driving success stories around them.
Highlights:
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Triaged a 2500 client BoB into different categories based on ticket size & product use cases
Created suitable engagements plans for the different categories Clients
Gathered Case Studies from High Touch Accounts
Graduated to handling Mid-Market Accounts under 1 year
KPIs included Product Adoption, NPS, CSAT, Upselling, Cross-selling, Customer Retention,
Advocacy, Product Training.
Customer Success Specialist
InsideView, A Demandbase Company
Working with a portfolio of $ 2M+ ARR in the North American market. Actively working with
customers ensuring high product adoption and driving success stories around them.
Highlights:
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Exceeded given quotas for Retention and Upsell for 3 consecutive quarters.
KPIs include Customer Retention(Renewals + Upsell), Product Adoption, NPS, CSAT, Upselling, Cross
selling, Customer Retention, Advocacy, Product Training.
Customer Success Consultant - EMEA(On-site)
Zenoti
Acquired onsite experience in and around UAE
Highlights:
● Single Handedly onboarded a 40 center chain in UAE
● Managed multiple small and medium sized accounts along with the onboarding and go live of New clients.
KPIs Included Client Onboarding, Product Implementation, Product Training, Product Adoption,
Renewals, Upselling and Cross Selling, Business Reviews, Client Advocacy.
Intern
Tata Tele Business Services
Feb 2014 - May 2014 (4 months)
Intern
Bennett Coleman and Co. Ltd. (Times Group)
Jun 2010 - Aug 2010 (3 months)
