Customer Success Leader

Rachit
(RJ)
Jain

18+ years turning customer relationships into revenue engines. Building CS functions that drive NRR growth, reduce churn, and expand ARR across IT Outsourcing & SaaS.

18+
Yrs Experience
$23.5M
Portfolio
90%
Retention
Get In Touch Download Resume
Rachit Jain
18+Years of
CS Excellence
Download
Resume / CV
18+
Years of Experience
$23.5M
Portfolio Managed
90%
Client Retention
20%
YOY Revenue Growth
Rachit Jain
"Hear first. Respond better. It works!"Rachit's philosophy
in life & work
About Me

CS is a company's most underleveraged growth lever

I've spent 18 years proving that Customer Success, done right, is the most powerful engine for sustainable revenue growth. Across IT Outsourcing and SaaS, I've built and led CS functions that move the needle on metrics that actually matter.

My approach combines rigorous data analysis with relationship depth. Equally comfortable in a QBR with a CFO as I am pulling cohort data to get ahead of churn before it becomes a problem.

01 Architecting onboarding programs that compress time-to-value
02 Building account plans that turn renewals into expansion conversations
03 Aligning Sales, Product & Delivery around a single customer outcome
04 Managing portfolios across higher education, IT outsourcing & SaaS
Career Journey

18+ Years of Customer Success

Nov 2024 – Present
OculusIT
Current
Senior Manager, Customer Success
India, On-site
  • Managing a $23.5M portfolio of 20 higher-education ITO clients across the US — driving retention, growth, and executive relationships.
  • Led onsite client onboarding for ITO services: hiring key personnel, conducting assessments, deploying critical functions.
  • Consistently achieving 20% YOY revenue growth through strategic account planning and value-based conversations.
  • Cross-functional collaboration with Sales, Product & Delivery for continuous value realization.
ITO PortfolioHigher EducationContract RenewalsExecutive Engagement
Aug 2023 – Jul 2024
PodUp
Past
Manager, Customer Success
Remote
  • Ensured seamless customer onboarding, support, and documentation for a SaaS platform.
  • Streamlined processes for operational efficiency and enhanced customer satisfaction scores.
  • Led cross-functional initiatives aligning product development with customer feedback.
SaaSCustomer OnboardingProcess Optimization
Jan 2020 – Jul 2023
QuickLaunch
Past
AVP, Customer Success
Gurugram, India
  • Spearheaded value-based SaaS strategies delivering consistent YOY ARR growth and improved retention.
  • Recruited & led a high-performing team of 15 CSMs, fostering a culture of customer-centricity.
  • Designed customer journey maps achieving a 90% retention rate across managed accounts.
  • Reduced churn by 20% through proactive engagement and cross-functional collaboration.
SaaS LeadershipARR GrowthTeam of 15Churn Reduction
Jan 2018 – Jan 2020
QuickLaunch
Past
Senior Customer Success Manager
Gurgaon, India
  • Managed a team of 4 CSMs overseeing 150 client accounts and building profitable CIO relationships.
  • Exceeded sales targets through proactive up-selling and cross-selling strategies.
Account ManagementCIO Relations
Oct 2016 – Dec 2017
QuickLaunch
Past
Account Sales Consultant
Gurugram, India
  • Drove new opportunities through cross-selling and up-selling, maintaining productive client relationships.
  • Prepared and negotiated sales contracts, ensuring adherence to all guidelines.
B2B SalesContract Negotiation
Jun 2014 – Nov 2015
1ICT Pty Ltd
Past
Sr. Team Leader — IT Helpdesk
Gurgaon, India
  • Led IT helpdesk for Domino's Pizza across Australia and New Zealand.
  • Oversaw a team of 40 technicians and 4 team leads, consistently meeting all targets.
IT OperationsTeam of 40APAC
Nov 2012 – May 2014
JiniOnline
Past
Team Leader, Customer Service
India
  • Directed a 15-member CS team, improving NPS by 15 points through structured coaching and process improvements.
  • Produced executive performance reports driving data-based decisions across the organisation.
Team LeadershipNPS ImprovementExecutive Reporting
Dec 2008 – Oct 2012
Dell International
Past
Advanced Resolution Expert
India
  • Handled escalated issues in a high-volume sales environment, achieving top-quartile CSAT consistently.
  • Mentored junior team members, building a culture of quality and customer empathy.
Escalation ManagementTop-Quartile CSATMentoring
Nov 2007 – Dec 2008
American Express
Past
Customer Care Professional
India
  • Resolved complex billing and technical issues for small business and online customers.
  • Maintained high quality scores across all customer touchpoints.
Customer CareBilling ResolutionQuality Scores
Expertise

Core Competencies

Customer Success
NRR GrowthChurn ReductionARR ExpansionRetentionQBR LeadershipOnboardingCLTV OptimizationHealth Scoring
Account Management
Strategic Account PlanningExecutive RelationshipsContract RenewalsUpselling & Cross-sellingPortfolio ManagementStakeholder Mgmt
Leadership
Team BuildingCoaching & MentoringHiring & DevelopmentPerformance MgmtCross-functional Teams
Data & Strategy
Data-driven InsightsCohort AnalysisRevenue ReportingKPI TrackingBusiness StrategyProcess Optimization
Industry Verticals
Higher EducationIT OutsourcingSaaSEdTechIT Services
Sales & Growth
Revenue ExpansionNew Logo SalesPartner MgmtSales EnablementValue Selling
The Framework

The CS Cycle
I live by

Every customer engagement follows a deliberate lifecycle — from landing to expanding. This is how I've driven 20% YOY growth and maintained 90% retention across a $23.5M portfolio.

01 Onboard — Fast, structured, value-first
02 Drive Adoption — Deep product integration
03 Success Planning — Align goals to outcomes
04 Health Monitoring — Proactive, not reactive
05 Retain & Expand — Renewals become growth
Land & Onboard Drive Adoption Success Planning Health Monitoring Retain Up-sell / Expand ADOPT → SERVE → RETAIN → EXPAND Customer Success
Academic Background

Education & Learning

MBA
Master of Business Administration (MBA)
The ICFAI University, Tripura
Business Administration & Management · 2014 – 2015
BCom
Bachelor of Commerce (B.Com)
Delhi University
Commerce · 2007 – 2010
Professional Development

Licenses & Certifications

CS
Onboarding and Adoption Best Practices for Customer Success Management
LinkedIn Learning
Issued June 2023
AI
Generative AI for Business Leaders
LinkedIn Learning
Issued May 2023
BS
Business Strategy
LinkedIn Learning
Certified Professional
AG
Navigating Stakeholder Relationships in Agile Environments
Pluralsight
2025
Beyond the Title

The Person Behind the Role

A true Punjabi at heart who believes in keeping it real, keeping it human, and enjoying the journey.

Traveler who loves experiencing new cultures
Occasional chef who cooks when inspiration strikes
Coffee enthusiast with very specific standards
Tattoo lover — every piece tells a story
Good evenings at a bar with friends or Netflix & a beer
Rajma Chawal or Chole Bhature — comfort food royalty
Let's Connect

Building or
scaling a
CS function?

If you're building or scaling a CS function and want to talk strategy, I'm always open to connecting. Let's create something that moves the needle.

LinkedIn Profile jainrachit0316@gmail.com Gurgaon, India