Customer Success / Support Manager · Mid-level · ~5 yrs
Faisal Qureshi
Senior Customer Success Manager
Professional summary
Customer Success Manager with 5 years owning B2B SaaS portfolios from onboarding through renewal. Manages a book of 40+ mid-market accounts, drives retention through proactive QBRs and health scoring, and turns at-risk customers into expansion stories. Builds onboarding and escalation playbooks that scale, mentors CSAs, and consistently lands renewals and upsells against quota.
118%
Net revenue retention
11%→6%
Logo churn reduced
₹14Cr
ARR portfolio owned
Skills
Customer success
Retention & metrics
CRM & platforms
Operating
Work experience
Customer Success Manager · Cadenza Cloud (Series B SaaS)
Aug 2022 – PresentGurugram
- Own a portfolio of 42 mid-market SaaS accounts worth ₹14 crore in ARR, sustaining 94% gross retention and 118% net revenue retention.
- Cut logo churn from 11% to 6% in 18 months by introducing a health-score model that flags at-risk accounts 60 days before renewal.
- Run quarterly business reviews (QBRs) for top 20 accounts, tying product adoption to customer outcomes and lifting upsell attach rate 23%.
- Built a 30-60-90 onboarding playbook in Gainsight, reducing time-to-first-value from 41 to 24 days across new customers.
- Mentored 3 customer success associates and standardized escalation handling, trimming critical-escalation resolution time by 35%.
Customer Success Associate · Brightfold Analytics
Jun 2020 – Jul 2022Bengaluru
- Onboarded 90+ customers and held a 4.6/5 CSAT while managing a shared queue of 200+ open accounts in Salesforce.
- Drove an NPS lift from 31 to 52 by launching a closed-loop feedback program that routed detractors to a 48-hour recovery workflow.
- Recovered ₹2.1 crore in at-risk renewals across two years through proactive check-ins and tailored success plans.
Featured projects
A churn-reduction playbook combining health scoring, save plays and renewal forecasting for the mid-market segment.
- Codified a 6-signal health score (usage, support tickets, NPS, sponsor change, payment, QBR attendance) adopted by the full CS team.
- Standardized 4 save plays that lifted at-risk renewal recovery rate from 48% to 67% across two quarters.
Education
MBA — Marketing & Operations
2020Symbiosis Institute of Business Management, Pune
Specialization in Services Marketing
B.B.A. Business Administration
2018Jamia Millia Islamia, New Delhi
Certifications
Gainsight Customer Success Certification (Level 2)
Gainsight · 2023
Salesforce Certified Administrator
Salesforce · 2022
See the work in 3D
Explore Faisal's interactive WebGL portfolio — projects, skills and a way to get in touch.