Rohan Sharma
I am Customer Success Manager
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Rohan Sharma
Customer Success Manager
Dedicated and client-focused Customer Success Manager with 5+ years of experience in the SaaS industry.
Work Experience
Empowering Creativity through
Feb 2022 – Present
ZentricTech Solutions Pvt. Ltd.
Customer Success Manager
- Managed over 100 mid-market and enterprise SaaS clients across multiple industries.
- Reduced churn by 18% year-over-year through improved onboarding and personalized success plans.
- Introduced quarterly business reviews (QBRs) and improved NPS from 42 to 67 within a year.
- Collaborated with product and engineering to solve client issues and prioritize roadmap features.
- Led account expansion efforts, achieving 32% growth in upsell revenue in FY 2023.
Mar 2020 – Jan 2022
SkyLoom Technologies
Customer Success Specialist
- Supported 80+ enterprise clients using a cloud-based HR SaaS solution.
- Increased customer retention to 97% via a structured onboarding process and support automation.
Jan 2019 – Feb 2020
NeoStack Digital
Marketing Associate – SaaS Division
- Executed lifecycle email campaigns to re-engage inactive users and drive conversions.
- Worked closely with the customer support team to resolve onboarding friction points.
- Helped design user journeys to improve activation rate and customer LTV.
My Skills
Core competencies that drive my performance.
My Skills
Customer Success Strategy90 %
Onboarding & Training96 %
Churn Reduction96 %
Client Relationship Management91 %
Upselling & Renewals97 %
CRM Platforms (HubSpot, Salesforce)98 %
SaaS Metrics95 %
Data-Driven Insights97 %
Agile Teams99 %
Customer Health Scoring95 %
CS Tools: Intercom, Gainsight, Freshdesk96 %
Education
Empowering Creativity through
2014 – 2018
Bachelor of Technology (B.Tech), Computer Science
Amity University, Noida
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Languages
Core competencies that drive my performance.
Skills
EnglishFluent %
HindiNative %
Contact Information
Email : [email protected]
Phone : +91 98765 43210
LinkedIn : linkedin.com/in/rohan-sharma-saas
Location : Bengaluru, Karnataka, India
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