Avishek Mitra

Growth Path: Key Account Manager → Customer Success Manager → Senior Principal Account Manager → Senior Manager – Enterprise Accounts • Full Customer Lifecycle & Consumption Growth: Own the end-to-end lifecycle — onboarding, adoption, renewal, and expansion — for enterprise CDP and data-activation accounts (ARR $60K–$200K), consistently achieving 100%+ of expansion and retention targets through structured account planning and multi-threaded stakeholder engagement. • Executive Business Case & Value Realization: Build and deliver executive-level business cases, ROI narratives, and value- realization proposals for CXOs, CMOs, and CIOs, translating data-activation and CDP capabilities into quantifiable business outcomes — moving conversations from technical deployment to business impact. • Data-Driven Account Insights: Use CRM (Zoho) and enrichment data (Apollo.io, SignalHire) to build account-health and martech-stack analyses, surfacing at-risk accounts and expansion-ready opportunities for leadership review. • Consultative Use Case Identification: Analyze customer workflows and existing technology stacks to identify adoption gaps and new use cases within active accounts, building the business case for expanded scope ahead of renewal. • Cross-Functional Ecosystem Collaboration: Partner continuously with Product and Engineering, acting as the voice of the customer to feed field insights from enterprise accounts into roadmap and feature prioritization. • Design Partner & Reference Programs: Cultivate design partners among enterprise accounts, producing co-branded case studies and documented ROI outcomes that strengthen renewal conversations and market credibility.

Growth Path: Customer Success Manager (US Market) → Senior Account Manager (US Market) • Customer Success Team Leadership: Led a team of 5 CSMs, implementing structured adoption cadences and data-driven account prioritization that increased pipeline engagement by 25%. • Adoption Barrier Removal: Partnered with Product/Engineering to diagnose post-sale friction points and customer pain points, contributing to a 20% reduction in support tickets. • Data-Driven Account Strategy: Built account strategies aligned to customer business objectives using behavioral and lifecycle data, directly informing renewal and expansion planning. • Cross-Functional Collaboration: Worked across Presales, Product, and Delivery functions to ensure unified, successful implementation of customer solutions. • Training & Enablement: Designed and delivered training programs that lifted employee engagement scores by 25%; mentored team members, contributing to 1 internal promotion. • Escalation Management: Partnered with the team to resolve 2,000+ customer escalations within defined SLAs, safeguarding retention and account health.