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Manu R

Accomplished sales and marketing professional with 14 years of experience and a B.Tech in Electronics and Instrumentation Engineering. Adept at blending technical expertise with strategic sales and marketing acumen to drive business growth and enhance market presence. Proven track record in leading sales teams, developing and executing effective sales strategies, and creating impactful marketing campaigns. Highly motivated, results-driven, and passionate about leveraging technical knowledge and sales expertise to contribute to business success. Seeking to bring innovative sales and marketing strategies to a dynamic organization.
  • Role

    Head of Customer Success

  • Years of Experience

    15 years

Skillsets

  • Customer Success
  • Account Management
  • Churn reduction
  • CRM
  • CSAT
  • Marketing
  • NPS
  • Product Management
  • Reporting
  • retention
  • Sales

Professional Summary

15Years
  • Jun, 2025 - Present 9 months

    Head of Customer Success

    Hyvesports
  • Feb, 2024 - May, 20251 yr 3 months

    Zonal and Customer Success Lead

    Sepack India
  • May, 2023 - Dec, 2023 7 months

    Cluster Head - Key Accounts

    Georoof
  • Oct, 2015 - Mar, 20193 yr 5 months

    Business Development Manager

    KnK Builders SA
  • Dec, 2019 - May, 20222 yr 5 months

    Senior Corporate Success Manager

    Justdial
  • May, 2022 - Feb, 2023 9 months

    Territory Manager - Digital & SaaS

    VerSe Innovation
  • Sep, 2014 - Jul, 2015 10 months

    Editorial Incharge

    Labour India Publications
  • Jun, 2013 - Mar, 2014 9 months

    Executive-projects

    Systel Energy Solutions
  • Mar, 2013 - Jun, 2013 3 months

    Junior Instrumentation Engineer

    New Own Instruments
  • Apr, 2010 - Apr, 20122 yr

    Instrumentation Sales Engineer

    New Own Instruments
  • Jun, 2012 - Feb, 2013 8 months

    Software Sales Engineer

    InfoMast retail and accounting

Work History

15Years

Head of Customer Success

Hyvesports
Jun, 2025 - Present 9 months
    Own end-to-end Customer Success execution across D2C and B2B channels, driving adoption, engagement, retention, and long-term customer value. Reduced customer churn by ~18% through proactive lifecycle management, customer health indicators, and early risk intervention. Led executive-level business reviews (QBRs) with senior stakeholders, aligning outcomes, service performance, and growth opportunities. Partner closely with Sales, Marketing, Product, Operations, and Support to deliver a consistent, end-to-end customer experience. Act as the Voice of the Customer, resolving escalations and driving service improvements, contributing to a 20% increase in CSAT. Implement and optimize CRM-driven workflows for segmentation, follow-ups, issue tracking, and lifecycle communication. Track and report retention rate, repeat purchase, CSAT, NPS, response time, conversion metrics, and CLV to guide leadership decisions. Support inbound customer and partner opportunities, contributing to renewals, repeat business, and account expansion. Mentor customer-facing teams, reinforcing customer-first culture, service standards, and relationship ownership.

Zonal and Customer Success Lead

Sepack India
Feb, 2024 - May, 20251 yr 3 months
    Owned customer lifecycle and revenue alignment, coordinating Customer Success, Sales, and Marketing from acquisition through retention and expansion. Led and mentored a 20-member sales and customer-facing team, driving a 25% improvement in overall performance through stronger account ownership. Managed strategic customer accounts and executive relationships, delivering customer success programs that improved satisfaction, loyalty, and retention. Executed go-to-market (GTM) initiatives, ensuring alignment between sales execution and post-sale customer experience. Implemented CRM workflows for unified lead management, pipeline tracking, and support ticketing. Monitored CSAT, NPS, and conversion metrics to identify risk early and drive operational improvements.

Cluster Head - Key Accounts

Georoof
May, 2023 - Dec, 2023 7 months
    Drove 30% sales growth through customer-focused account ownership, partner enablement, and retention-led selling.

Territory Manager - Digital & SaaS

VerSe Innovation
May, 2022 - Feb, 2023 9 months
    Owned adoption, retention, and expansion for digital platforms using usage insights and customer behavior analysis.

Senior Corporate Success Manager

Justdial
Dec, 2019 - May, 20222 yr 5 months
    Delivered 110%+ Net Revenue Retention (NRR) through value-based renewals and enterprise account expansion.

Business Development Manager

KnK Builders SA
Oct, 2015 - Mar, 20193 yr 5 months
    Led renewal strategy and account success planning, supporting long-term enterprise customer value.

Editorial Incharge

Labour India Publications
Sep, 2014 - Jul, 2015 10 months

Executive-projects

Systel Energy Solutions
Jun, 2013 - Mar, 2014 9 months

Junior Instrumentation Engineer

New Own Instruments
Mar, 2013 - Jun, 2013 3 months

Software Sales Engineer

InfoMast retail and accounting
Jun, 2012 - Feb, 2013 8 months

Instrumentation Sales Engineer

New Own Instruments
Apr, 2010 - Apr, 20122 yr

Education

  • Bachelor's Degree(B.Tech), Electronics and Instrumentation

    Federal Institute of Science and Technology (2009)