Vishal A

Member

Oct 2023 - Present • 2 yrs 8 mos

Future of SaaS was founded with a vision of providing the most comprehensive resources, content, and learning materials for SaaS leaders at every stage of growth. This is why we cover everything from finance and investment to marketing, strategy, customer success, DEI, and much more!

Customer Success Lead

May 2022 - Present • 4 yrs 1 mo

* Defined and owned the overall customer success strategy, aligning it with company revenue, retention, and growth goals. * Set CS KPIs and success metrics (retention, expansion, adoption, NRR) and reviewed performance regularly with leadership. * Built and scaled the customer lifecycle framework across onboarding, adoption, expansion, renewal, and advocacy. * Led monthly and annual renewal forecasting and revenue planning in collaboration with RevOps and Finance. * Established risk management and churn prevention frameworks using health scores and early-warning signals. * Acted as the executive sponsor for strategic and high-value customer accounts. * Influenced pricing, packaging, and commercial decisions using customer insights and market feedback. * Standardized CS playbooks, escalation paths, and governance models for scale and consistency. * Mentored and developed senior CSMs and team leads, creating clear growth paths and performance expectations. * Drove adoption of CS tools, automation, and reporting dashboards to improve visibility and efficiency. * Led cross-functional initiatives to improve time-to-value and customer ROI. * Owned executive business reviews (QBRs/EBRs) for key enterprise customers. * Ensured alignment between product vision and customer outcomes to support long-term retention. * Supported leadership in strategic planning, budgeting, and resource allocation for customer success.

Sr. Customer Success Manager

Jun 2021 - May 2022 • 11 mos

* Started the customer success function from scratch. * Owned end-to-end customer success for assigned SaaS accounts. * Managed onboarding, adoption, renewals, and customer engagement. * Acted as a trusted advisor for customers to help them achieve outcomes for projects on ML, Data science, and Big data. * Worked closely with internal teams to improve customer experience. * Focused on retention and long-term customer value. * Account portfolio size: 20 B2B and 2000+ B2C with overall deal size of 1M+ revenue.