Susmit Rao

Background

About Susmit Rao

Results-driven Customer Success executive with over 18 years of proven experience in spearheading and cultivating high-performing Customer Success teams within dynamic environments. Demonstrated track record of achieving exceptional customer satisfaction, retention, and growth rates. Proficient in overseeing all facets of the customer journey, including Customer Success Management, Technical Account Management, Customer Assurance Management, Support, and Professional Services. • Grew the European XaaS portfolio from $15M to $73M with over 90% NPS, in 3 years. • Led a team of 20 CSMs across 12 countries, achieving 0% churn rate. • Generated $3.1M in savings, through automation, process innovation, operational efficiency and customer engagement programs. A dynamic, high impact, hands-on and valued business partner who establishes credibility, interacts effectively with all stakeholders and is recognized as a trusted advisor to senior executives, to achieve strategic business objectives and driving customer obsession culture, to improve the complete customer experience (NPS). Additional Competencies: High Performance International Team Building Customer Success, Strategy and Branding SaaS, B2B, B2C Management Strategic Selling, Conceptual selling, LAMP Business Planning | Expense Management within Budget Cost Optimization | Reduction Efficiency Improvement | Process Optimization Change Management | Business Transformation Customer Support Operations Management Outsourcing | Transitioning & Management