Manish Singh Keeps Clients Long After The Signature.
4+ years across SaaS, retail tech, healthcare and manufacturing. I set expectations early, commit to what's real, and let outcomes do the talking — with AI handling everything that doesn't need a human.
Customer success is a human skill, not a domain one.
SaaS, retail tech, healthcare, manufacturing — every client, project and challenge asked for a different approach, and none of them cared about my industry résumé. What carried over was trust: clear expectations, realistic commitments, consistent delivery. Working with global mid-market accounts taught me to define scope early, communicate transparently, and let results replace reassurance.
Scope defined early, commitments sized to reality. Nobody gets surprised in week six.
One clear owner between the client and engineering, product and support. Escalations move because someone is accountable.
Health scores, adoption curves, NRR. If the number moved, the relationship worked.
The Work, In Sequence.
Five stops. One throughline — the client stayed.
Customer Success Manager
- Own 22+ global enterprise accounts, driving 80% SaaS adoption through structured onboarding, stakeholder alignment and automation.
- Primary Voice of Customer — coordinate engineering, product and support PODs to accelerate resolution; NPS 40+, CSAT 90%+.
- Run 6+ QBRs a month, translating insight into ROI narratives and strategic expansion opportunities.
- Hold health score 80%+ by spotting barriers early: targeted training programs and cross-department workflow optimization.
- Guide BI implementations to 2–4 week go-live with API integrations; authored 15+ KB articles for self-serve enablement.
- Consultative solution mapping sustaining $350K+ ARR, 8% ACV uplift, 103% NRR, SLA ≤24 hrs, retention >90%, churn <5%.
Senior Program Associate
- Owned 30+ enterprise accounts generating $7.3M annual revenue with 12%+ YoY NNR portfolio growth.
- Led QBRs that turned commercial insight into expansion — assortment depth, advertising adoption and engagement.
- Single point of contact aligning cross-functional stakeholders to resolve escalations and speed decisions.
- Consulted brands on pricing, promotion and inventory strategy to grow marketplace share across categories.
Program Associate
- Onboarded enterprise sellers onto quick-commerce retail tech, activating 3,500+ SKUs within target timelines.
- Drove adoption through platform training — reporting utilization, inventory and operational compliance.
- Partnered with category, finance and operations to resolve seller issues without breaking service continuity.
- Monitored dashboards to catch revenue risk early and recommend corrective action.
Intern — Partner Onboarding
- Tracked KYC, activation status and account health while resolving onboarding blockers with internal teams.
- Built trackers and MIS reporting supporting pipeline visibility, SLA compliance and timely activation.
Operations & Supply Chain Internships
- Port operations exposure at J M Baxi (May–Jun 2021) and supply chain & logistics at Sun Pharma (Mar–May 2021) — where the habit of tracing a problem to its origin started.
Automate the task.
Keep the judgment.
I use AI where it removes friction — meeting synthesis, account summaries, first drafts, data pulls, routine follow-up — and never where a client needs a person to take responsibility. The result: more hours spent on the conversations that decide renewals.
AI Fluency: Framework & Foundations — Anthropic Education, 2026.
The Toolkit.
Organized by what actually matters on the job.
Revenue & Growth
Account & Customer Success
Leadership & Soft Skills
Tools, Analytics & AI
Proof of Work.
Not just collected. Actually used.
AI Fluency: Framework & Foundations
Working with AI as a collaborator — delegation, description, discernment, diligence.
Negotiation Foundations
Principled negotiation, leverage and value trades that keep the relationship intact.
Root Cause Analysis
Past the symptom, into the cause — the discipline behind every escalation I close.
AI Tools Workshop
A practical playbook for AI inside everyday client workflows.
Business Analytics Workshop (IIT-B)
Hands-on data exploration, modelling and decision-driving analytics.
Beyond the Job Description.
Process Implementation Lead — Jio Kirana Mart
Led ERP process rollout for Jio Kirana Mart as part of VasyERP's enterprise implementation. Handled stakeholder coordination, SOP documentation, and adoption tracking on the ground.
B2B Market Expansion Strategy
Developed and executed a market sampling and expansion strategy for B2B channels. Coordinated territory planning, outreach, and adoption metrics as part of Petpooja's enterprise sampling program.
Let's Talk.
Whether you have a role, a challenge, or just want to see what happens when a KAM learns to prompt — I'm one message away.
Currently open to: Customer Success Manager, Key Account Manager, Client Engagement, and Relationship Management roles — India & UAE.