Tejas Shah
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Tejas Shah

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California, United States

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Jobs verified_user 0% verified
  • Spring Health
    Associate Director, Global Customer Success
    Spring Health
    May 2023 - Current (2 years 8 months)
    Hired as the first international leader to develop a global customer success strategy, define OKRs and KPIs, and manage over 300 million in ARR. Built and developed a team of 5 CSMs, overseeing the entire post-sale customer journey for EMEA, APAC, LATAM, and Canada, while supporting 25 indirect reports. Achieved 130% Net Revenue Retention in 2023 and 115% Net Retention Revenue in 2024. Beat expansion and upsell targets by closing $13.5 million against a $4.8 million plan in 2023 and closing 19.2 million against a 17.8 million plan by Implementing the Impact sales framework, created internal certifications, and enabled the team on core products to ensure success. Developed strategies to drive expansion opportunities, increase renewal rates,
  • Alation
    Strategic Customer Success Manager
    Alation
    May 2022 - Feb 2023 (10 months)
    Managed strategic accounts throughout EMEA, supporting around $4 million in ARR. Achieved high NPS scores by focusing on product adoption, aligning with business goals, creating change management documentation, and focusing on ROI for customers. Exceeded yearly expansion target of $500,000 by achieving $1.2 million by driving value through new products and features, tailored customer success plans to achieve customer goals, address challenges and building strong relationships with key stakeholders. Helped implement a customer success software for a 360-degree account view, enhancing operational efficiency and facilitating better collaboration on expansions, renewals, and risk management.
  • Mendix
    Customer Success Director
    Mendix
    Aug 2021 - Apr 2022 (9 months)
    Led and strategized a team of 8 CSMs, managing over $30 million in ARR. Achieved $4 million in annual expansions and maintained a 96% renewal rate. Implemented an onboarding tool reducing time to value by 2-4 weeks, enhancing customer experience and providing insights into their journey, achievements, and potential risks. Launched an NPS program, increasing renewal rates to 96%+ by incorporating customer feedback into the product roadmap and reducing escalations.
  • Mendix
    Customer Success Director
    Mendix
    Aug 2019 - Jul 2021 (2 years)
    Led a team of 10 CSMs, built frameworks for value-based conversations, managed over $35 million in ARR, exceeded $5 million in annual expansions, and maintained a 98% renewal rate. Boosted global tech-touch productivity by automating targeted campaigns and organizing industry-specific events with marketing. Enabled each CSM to manage 75+ accounts ($3 million ARR), up from 45 accounts ($2 million ARR). Established quarterly account planning meetings to align team on KPIs and OKRs (expansions, renewals, churn, adoption). Included cross-functional partners (sales, services, product) for comprehensive support.
  • ServiceTitan
    Senior Enterprise Customer Success Manager
    ServiceTitan
    Feb 2016 - Jul 2019 (3 years 6 months)
    Optimized the customer journey during growth from $20 million to $120 million ARR over 3 years by partnering with cross-functional stakeholders. Redefined engagement strategy to focus on high-value activities, reducing churn, increasing ARR, and boosting product adoption.
  • ServiceTitan
    Enterprise Project Manager
    ServiceTitan
    Sep 2015 - Jan 2016 (5 months)
    Appointed as the first enterprise project manager, established roles and responsibilities for the team, and defined internal and external processes through documentation, training, and shadowing, enhancing scalability and efficiency. Onboarded and implemented strategic customers, activating over $4 million in ARR by aligning customer goals, challenges, and strategies with our software solutions to drive product adoption.
  • Cureatr
    Client Services Accounts Manager
    Cureatr
    Jul 2014 - Aug 2015 (1 year 2 months)
    Led 6 pilot programs for new customers, overseeing implementation, training, and support, resulting in successful customer acquisitions and generating over $2 million in annual recurring revenue. Developed a comprehensive support structure by collaborating with the COO and CTO, documenting service level agreements, integrating third-party services to enhance client communication, defining tiers, priorities, and escalation processes.
  • E
    Strategic Account Manager
    EclinicalWorks
    Jun 2012 - Jul 2014 (2 years 2 months)
    Managing over $5 million in ARR while driving product adoption, expansions, and renewals.
  • E
    Implementation Project Manager
    EclinicalWorks
    Jul 2011 - Jun 2012 (1 year)
    Awarded "Best Newcomer" out of 300 employees for outstanding onboarding reviews, developing expertise in the software, and implementing change management processes to streamline product and workflow transitions.
  • Target Corporation
    Assistant Manager
    Target Corporation
    Jan 2010 - Jun 2011 (1 year 6 months)
    Managed a team of five support engineers, overseeing over $5 million in ARR while driving product adoption, expansions, and renewals.
Education verified_user 0% verified
  • University of South Florida
    Bachelor of Science in Management
    University of South Florida
    Jan 2005 - Jun 2009 (4 years 6 months)
    Tampa, FL
Awards verified_user 0% verified
  • B
    Best Newcomer
    Jun 2012