Aman Sharma
Senior Customer Success Manager
Indore
Summary
Senior Customer Success Manager with 7+ years driving adoption, retention, and revenue growth across a diverse book of business. Skilled in onboarding, proactive outreach, and QBR-led account management using HubSpot, Salesforce, and Freshdesk with a track record of reducing churn and improving CSAT through data-driven customer strategy.
Overview
1
1
Certification
6
6
years of post-secondary education
9
9
years of professional experience
Work History
Sr. Customer Success Manager
SponsorCloud
03.2024 - Current
- Lead end-to-end onboarding for new SponsorCloud clients, guiding them from implementation to first value
- Partner with clients during onboarding to align platform capabilities with their sponsorship/fundraising goals, setting the foundation for long-term retention
- Own a book of 240+ accounts ~$600k in ARR, serving as primary strategic contact for renewals, expansion, and account health
- Prioritize outreach and resources across the portfolio based on account tier, usage trends, and revenue impact
- Identify underutilized accounts through usage analytics and re-engage them with targeted training and best-practice guidance
- Lead quarterly business reviews (QBRs) with key accounts, presenting usage data, ROI, and strategic recommendations to reinforce platform value
- Run proactive outreach campaigns to drive feature adoption, increasing platform engagement by 25% across the book of business
Team Lead
SponsorCloud
07.2022 - 03.2024
- Led and mentored a team of customer support agents, driving a 20% increase in team CSAT scores over a quarter.
- Conducted weekly 1:1s and performance reviews for the team, reducing average handle time by 10%
- Served as the final point of escalation for complex/high-priority customer issues
- Created and maintained a knowledge-based article within the company
- Presented monthly performance reports to senior leadership, informing staffing and process decisions
Customer Success Specialist
SponsorCloud
05.2021 - 06.2022
- Managed an email queue of customer inquiries daily across HubSpot, Freshdesk, and Salesforce, maintaining a 100% first-response SLA.
- Managed customer accounts and interaction history across HubSpot, Freshdesk, and Salesforce, ensuring accurate CRM records and seamless handoffs between teams
- Logged and tracked customer issues in Freshdesk, identifying the recurring pain points that informed process/product improvements.
- Documented customer interactions and escalation paths across HubSpot and Salesforce for consistent cross-team visibility
Customer Experience Consultant
Cure.Fit
09.2019 - 07.2020
- Resolved customer inquiries and concerns for Cure.Fit via phone, identifying needs and delivering appropriate solutions
- Managed the QA program, including internal audits and customer surveys, to maintain service quality standards
- Piloted the CSAT program to measure customer satisfaction in a structured, analytical format, improving visibility into survey coverage across the team
- Led the Customer Experience team through the wind-down of the Swimming product, becoming sole point of contact (SPOC) for all related tickets and queries
Senior Process Associate
Firstsource Solutions Pvt Ltd
08.2017 - 06.2019
- Managed end-to-end incident resolution, from diagnosis to remediation, minimizing repeat tickets.
- Simplified technical concepts for non-technical customers, improving first-call resolution and reducing follow-up queries.
- Upsold products by following sell-well guidelines, contributing directly to team sales targets.
- Stepped in as ad-hoc Team Leader for a 7-member team, managing daily workflow and performance
- Conducted sales call audits to assess quality and ensure adherence to process standards
Education
Bachelor of Science - Forensic Science
Jain College Jain University
Bengaluru 06.2013 - 06.2017
10+2 - Science
Shahid Mishra Junior College
Tirora 06.2012 - 05.2013
High School Diploma - undefined
Shahid Mishra High School
Tirora 06.2010 - 05.2011
Skills
- Book of Business Management
Customer relations best practices
Team management
Performance improvement
Key performance indicators
Certification
Foundation Of Corporate Training
Timeline
Sr. Customer Success Manager
SponsorCloud
03.2024 - Current
Team Lead
SponsorCloud
07.2022 - 03.2024
Customer Success Specialist
SponsorCloud
05.2021 - 06.2022
Customer Experience Consultant
Cure.Fit
09.2019 - 07.2020
Senior Process Associate
Firstsource Solutions Pvt Ltd
08.2017 - 06.2019
Bachelor of Science - Forensic Science
Jain College Jain University
06.2013 - 06.2017
10+2 - Science
Shahid Mishra Junior College
06.2012 - 05.2013
High School Diploma - undefined
Shahid Mishra High School
06.2010 - 05.2011