Hi, I'm 👋
Rohan
Kumar Sharma
Customer Success Professional
Turning customer success into long-term growth.
I build relationships, drive adoption, and create measurable value for customers across geographies.
Beyond Borders
People
Products
Partnerships
Progress
SAME GOAL.
HAPPIER CUSTOMERS.
About Me
Customer success is a people business.
I'm a customer success and account management professional who owns the full post-sales lifecycle for global B2B SaaS and deep-tech companies — onboarding, adoption, QBRs, renewals and expansion. I work closely with customers to understand their real goals, remove friction, and turn the product into measurable business value. What I enjoy most is the long game: building trust that survives budget reviews and turns into renewals, references and growth.
The Climb
How I take a customer to the summit
Every account follows the same climb — from the first conversation to becoming an advocate. Here's what I own at each stage.
Understand
Map goals, stakeholders and success criteria before touching the product.
Enable
Onboard fast, cut time-to-value and get the team confidently live.
Grow
Drive adoption, run QBRs and expand usage into new teams and use-cases.
Renew
Prove value ahead of the renewal so it's a formality, not a fight.
Advocate
Turn happy customers into references, case studies and expansion.
Experience
Where I've driven success
Four companies, 125+ accounts, and enterprise names most people only see in case studies.
I owned 27 enterprise, distributor and direct accounts across 7 countries — and grew them from the inside.
- Owned the full customer relationship end-to-end for 27 accounts (~$175K ARR) — from first engagement and PoC pilots through onboarding, adoption, QBRs, renewals and expansion — delivering $12.7K renewals, $18K upsell / cross-sell and a 4.47 / 5 key-account rating.
- Opened 5 new markets — Philippines, Vietnam, Sri Lanka, Saudi Arabia and Morocco — running country-level market research, then setting up distributors and enterprise customers to succeed from day one.
- Ran distributor demand-generation ad campaigns end-to-end on Meta, led the weekly SEA account & pipeline review, and functionally supported 2 BDMs.
37 global accounts across four regions — and I led the CS front line myself, from success to the trade floor.
- Owned 37 enterprise, OEM and distributor accounts across 4 regions on a hardware + software product — running the full post-sales revenue lifecycle.
- Delivered a 90% renewal rate (28 of 31), ~111% net retention and cut time-to-value ~40% (12 → 7 weeks); built a health-scoring model with NPS / CSAT and early-risk detection.
- Recruited and led a CS / enablement team of 5, served as Voice of Customer to Product, and additionally led trade exhibitions, ad campaigns and brand content.
Sole CSM for 61 accounts — where the numbers came from: 117% net revenue retention.
- Sole CSM owning 61 accounts (direct, channel-partner and OEM) across universities, education groups and partners in the US, Malaysia, Kenya, Uganda and Pakistan — reaching 117% peak NRR, cutting churn 73% and sustaining CSAT >9/10 across all 61.
- Drove 79% digital adoption on the Campus Collect rollout through per-institution training, saving clients ₹12L+ a year.
- Partnered with Product on 23 enhancement initiatives (→ 88% satisfaction improvement) and improved support-SLA performance 52%.
₹1.7 crore in enterprise projects — where I learned relationships are the product.
- Ran end-to-end B2B commercial sales — site inspections, consultative selling, pricing and negotiation — and led a team of 3 field sales executives.
- Closed 3 enterprise projects worth ₹1.7 crore, including a single ₹90 lakh site (highest-value win) plus a client-generated reference site.
- Owned post-sales delivery and account management — site visits, weekly reviews and quality check-ins to ensure defect-free delivery.
I stepped away to be a full-time caregiver during my father's cardiac surgery and recovery. I used the time to intentionally transition into Customer Success — completing structured CS coursework and certifications (Coursera, CustomerSuccessU.org, Cisco, Collective Customer Success) that became the foundation of my CSM career.
Impact
Proof, not just titles
The outcomes I'm most proud of — the ones that show up in a renewal conversation.
Signature Story
Winning trust across five markets and a dozen time zones
I've opened five new markets from scratch — Philippines, Vietnam, Sri Lanka, Saudi Arabia and Morocco — and carried enterprise accounts where the buyer, the user and the budget-holder sit in three different countries. Success there isn't a playbook — it's showing up early, translating the product into their business, and being the person they call first. That's how a book of accounts becomes 117% NRR.
Recognition
Employee of the Quarter
Recognised at Devic Earth for owning some of the toughest global accounts, leading exhibitions and marketing, and consistently delivering for customers — the kind of quarter where the work spoke for itself.
Who is Rohan
Beyond the work
The same instinct that makes me useful to customers shows up everywhere else — I like being the person who quietly makes things run, and who shows up for people who can't pay me back.
Service is a habit
I led my NSS wing — and went further, founding and running a community initiative that adopted three villages and organised free medical camps roughly every fortnight. Work that was noticed in the local press. Long before "customer success", this is where I learned to serve people first.
Chosen to lead
At PIBM I was elected Student Council Head — Media, Public Relations & IT Committee, owning the committee's student-facing media and PR. I was a class representative for two years, led college and MBA fests, and worked in the Digital Marketing & Content Writing Club.
Useful over visible
I'm an introvert who leads by doing. I'd rather build a system someone else can run than take the credit for it — the same reason customers trust me with their messiest, highest-stakes accounts.
Skills
What I bring to the table
Customer Success Motions
Account & Commercial
Platforms & Data
GTM, Marketing & AI
Certifications & Learning
Always sharpening the craft
Education
Where it started
Get in touch
Building or scaling customer success?
I can start immediately.
Happy to talk about post-sales, retention, international accounts — or the systems behind them.
Rohan Kumar Sharma · Customer Success & Account Management · Bangalore, India · Built 2026