Open to Connect

Rachit (RJ)
Jain

Customer Success Leader with 18+ years of experience driving NRR growth, reducing churn, and expanding ARR across IT Outsourcing & SaaS verticals.

18+
Years Experience
$20.5M
Portfolio Managed
20%
YOY Revenue Growth
90%
Retention Rate
Get In Touch LinkedIn Profile
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 — Net Revenue Retention, customer lifetime value, and executive-level trust.

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

Architecting onboarding programs that compress time-to-value
Building account plans that turn renewals into expansion conversations
Aligning Sales, Product, and Delivery around a single customer outcome
Managing portfolios across higher education, IT outsourcing & SaaS
20 Clients
Currently managing a portfolio of 20 higher-ed ITO clients across the US with consistent YOY growth.
Team of 15
Built and led a high-performing team of 15 Customer Success Managers, fostering a culture of excellence.
–20% Churn
Reduced customer churn by 20% through cross-functional collaboration and proactive account health strategies.

"Just be a nice person, or at least try to be. It really doesn't take much."

— Rachit Jain
Career Journey

18 Years of Customer Success

Senior Manager, Customer Success
Current
OculusIT Nov 2024 – Present · 1 yr 6 mos India, On-site
  • Managing a $20.5M portfolio of 20 higher-education ITO clients across the US, responsible for retention, growth, and executive relationship management.
  • Led onsite client onboarding for ITO services, including hiring key personnel, conducting assessments, and deploying critical functions.
  • Oversaw contract renewals, consistently achieving 20% YOY revenue growth through strategic account planning and value-based conversations.
  • Collaborated with cross-functional teams (Sales, Product, Delivery) to ensure seamless execution and continuous value realization for clients.
  • Leveraged data-driven insights to identify growth opportunities and deliver impactful business solutions aligned with client objectives.
ITO Portfolio ManagementHigher Education Contract RenewalsExecutive EngagementYOY Growth
Manager, Customer Success
Past
PodUp Aug 2023 – Jul 2024 · 1 yr Remote
  • Ensured seamless customer onboarding, support, and comprehensive documentation for a SaaS platform.
  • Streamlined processes for operational efficiency and enhanced customer satisfaction scores.
  • Led cross-functional initiatives aligning product development with customer needs and feedback loops.
  • Analyzed data for continuous improvement while maintaining a customer-centric mindset across all touchpoints.
SaaSCustomer Onboarding Process OptimizationData Analysis
Assistant Vice President, Customer Success
Past
QuickLaunch Jan 2020 – Jul 2023 · 3 yrs 7 mos Gurugram, India
  • Spearheaded value-based SaaS strategies resulting in consistent YOY ARR growth and improved retention across key accounts.
  • Recruited, trained, and led a high-performing team of 15 Customer Success Managers, fostering a culture of customer-centricity.
  • Designed customer journey maps and success plans, achieving a 90% retention rate across managed accounts.
  • Collaborated cross-functionally to reduce customer churn by 20% through proactive engagement and issue resolution.
  • Boosted revenue through strategic upselling and cross-selling, expanding product adoption across the customer base.
  • Presented detailed performance reports and actionable insights to board and executive leadership.
SaaS LeadershipARR GrowthTeam Management Churn ReductionUpsellingExecutive Reporting
Senior Customer Success Manager
Past
QuickLaunch Jan 2018 – Jan 2020 · 2 yrs 1 mo Gurgaon, India
  • Managed a team of 4 CSMs overseeing 150 client accounts and building profitable relationships with CIOs.
  • Led and mentored account managers to deliver exceptional client support and service quality.
  • Exceeded sales targets through proactive up-selling and cross-selling strategies.
  • Developed strategic account plans with performance objectives, financial targets, and milestones.
Account ManagementTeam Leadership CIO RelationsStrategic Planning
Account Sales Consultant
Past
QuickLaunch Oct 2016 – Dec 2017 · 1 yr 3 mos Gurugram, India
  • Developed and executed a growth strategy focused on driving sales and achieving revenue goals.
  • Drove new opportunities by cross-selling and up-selling, maintaining productive relationships with clients.
  • Prepared and negotiated sales contracts, ensuring adherence to all guidelines.
B2B SalesContract NegotiationRevenue Growth
Training Specialist
Past
Freelance Trainer Dec 2015 – Oct 2016 · 11 mos Delhi NCR
  • Conducted Campus-to-Corporate training programs for MBA students, bridging academia and the corporate world.
  • Developed interactive training activities and revamped new hire programs focused on sales and customer service.
  • Conducted pre-training needs analysis to bridge employee development gaps.
Corporate TrainingCoachingL&D
Sr. Team Leader — IT Helpdesk
Past
1ICT Pty Ltd Jun 2014 – Nov 2015 · 1 yr 6 mos Gurgaon, India
  • Led IT helpdesk operations for Domino's Pizza across Australia and New Zealand, managing calls and email escalations.
  • Oversaw a team of 40 technicians (L1 & L2) and 4 team leads, ensuring targets were consistently met.
  • Developed training modules and provided coaching to improve team performance and client satisfaction.
IT OperationsHelpdesk Management Team LeadershipAPAC Clients
Expertise

Core Competencies

Customer Success
NRR GrowthChurn Reduction ARR ExpansionRetention QBR LeadershipOnboarding CLTV OptimizationHealth Scoring
Account Management
Strategic Account Planning Executive Relationships Contract Renewals Upselling & Cross-selling Portfolio Management Stakeholder Mgmt
Leadership
Team BuildingCoaching & Mentoring Hiring & Development Performance Management Cross-functional Teams
Data & Strategy
Data-driven InsightsCohort Analysis Revenue ReportingKPI Tracking Business StrategyProcess Optimization
Industry Verticals
Higher EducationIT Outsourcing SaaSEdTechIT Services
Sales & Growth
Revenue ExpansionNew Logo Sales Partner MgmtSales Enablement Value Selling
Academic Background

Education & Learning

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

Licenses & Certifications

Onboarding and Adoption Best Practices for Customer Success Management
LinkedIn Learning
Issued June 2023
Generative AI for Business Leaders
LinkedIn Learning
Issued May 2023
Business Strategy
LinkedIn Learning
Certified Professional
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 is an art form
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 Email Gurgaon, India