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Sapan Shah
Senior Customer Success & Solutions Delivery Leader specializing in Enterprise SaaS
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About
Enterprise Customer Success Manager who runs rigorous onboarding/adoption programs (project plans, stakeholder cadences, SLA/ticket oversight) and leverages cross-functional leadership to unblock product gaps and POCs. Demonstrated land-and-expand impact, including growing an enterprise account from $500K to $3MM over three years and converting renewals into cross-sell wins through onsite executive engagement and roadmap alignment.
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Key Strengths
- Owned enterprise accounts end-to-end from onboarding through renewal
- Built and executed structured onboarding plans with regular status updates and stakeholder communication
- Drove go-live within 14 weeks and transitioned cadence from onboarding to exec-level business reviews
- Proactively managed support tickets/enhancements to protect renewals and expansions
- Cross-functional escalation and alignment to deliver customer-requested automation within 8 weeks
- Managed complex multi-division stakeholder needs by securing additional SA resources
- Turned a frustrated CI/CD POC into a successful expansion renewal via structured ticket prioritization and 2x/week customer cadence over 5 months
- Influenced product roadmap by channeling customer developer feedback into next-release enhancements
- Generated major expansion by tying upsell/cross-sell to CIO roadmap (grew account from $500K to $3MM over 3 years)
- Identified and executed cross-sell during onsite renewal prep (free 1-month license leading to additional product purchase)
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