Arnav Ray

Managed a portfolio of 100-150+ customer accounts, acting as the primary point of contact across the full customer lifecycle. Successfully managed a revenue-driving portfolio delivering 1.94M in MRR and 23.31M in ARR, driving sustained business growth. Drove 95%+ customer retention through proactive renewal management, escalation handling, and customer health monitoring. Led end-to-end onboarding and implementation for 30-50 new customers per quarter, reducing time-to-value by 25-35%. Increased product adoption by 20-30% through regular check-ins, enablement sessions, and data-driven engagement strategies. Conducted Quarterly Business Reviews (QBRs) with key stakeholders to align product outcomes with customer business goals. Achieved 95% customer retention, increased annual account value through upsell and expansion initiatives, and improved CSAT and adoption via customized enablement and success programs. Maintained an average CSAT score of 4.5+/5 by ensuring timely issue resolution and high-quality customer experiences. Partnered closely with Sales and Account Management teams to drive 15-20% revenue growth through renewals, upsells, and cross-sell initiatives. Identified and mitigated churn risks early using usage and health data, reducing churn by 15-25% year over year. Collaborated with Product and Engineering teams to share customer feedback, feature requests, and usability insights, influencing roadmap prioritization. Managed 400-600 customer interactions per month across email, calls, and ticketing systems while consistently meeting SLA targets. Developed and maintained customer success playbooks, improving team efficiency and standardizing best practices. Mentored and supported junior CSMs and support associates, contributing to overall team performance and consistency.

Owned the complete customer lifecycle for enterprise and large B2B clients across real estate, healthcare, BFSI, education, and consumer brands. Led onboarding, deployment, activation, and ongoing success for digital engagement and marketing solutions. Achieved and sustained over 90% customer retention through proactive engagement and value-driven reviews. Drove renewals and account expansion by identifying growth opportunities and aligning solutions to client business goals. Conducted periodic business reviews to measure ROI, campaign performance, and success metrics. Worked with internal teams to resolve execution gaps, manage escalations, and improve customer outcomes. Acted as a strategic partner by providing insights, recommendations, and performance optimization.

Managed customer-facing operations while leading a team to achieve sales and service targets. Delivered consistent customer experience through process adherence and stakeholder coordination. Oversaw inventory management, SOP compliance, and operational efficiency. Handled e-commerce and B2B order fulfillment operations, ensuring timely and accurate execution. Achieved top regional and national store performance rankings. Built high-performing teams with zero attrition and zero stock shrinkage.

Provided end-user support and customer service across multiple channels. Resolved customer queries efficiently while maintaining service-level standards. Recognized with the BRAVO Award for outstanding performance and customer satisfaction.