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Apoorva S.
Director - Customer Success at SpotDraft
Apoorva S. is a seasoned professional in the Customer Success field, currently serving as the Global Director of Customer Success at Moxo.1 With a career spanning over a decade, Apoorva has established herself as an expert in launching and scaling Customer Success operations for global SaaS organizations in India.
Career Highlights
Current Role:: At Moxo, Apoorva leads the Customer Success team, overseeing operations for the APAC region.1
Previous Experience::
- Director of Customer Success at SpotDraft (January 2023 - Present)
- Customer Success Manager at Branch (June 2018 - June 2019)
- Customer Success Manager at Belong.co (2014 - 2015)
Expertise and Responsibilities
At SpotDraft, Apoorva's responsibilities included:
- Leading a team of Onboarding Managers, Customer Success Managers, and Account Managers
- Overseeing customer experience for high-profile clients like Notion, Airbnb, Chargebee, and PhonePe
- Focusing on building a world-class Customer Success organization
- Driving excellent Net Revenue Retention (NRR) and customer retention across regions
Professional Philosophy
Apoorva believes that "Customer Success is the new Marketing" and has been at the forefront of the Customer Success movement, which has transformed how companies approach customer acquisition, nurturing, and promotion.1
Personal Interests
Outside of her professional life, Apoorva enjoys reading, fitness, and coffee. She also mentions the challenge of raising a toddler while working in a hyper-growth organization.1
Apoorva S. has built a strong reputation in the Customer Success field, with a particular focus on the APAC region and experience in working with global SaaS companies to establish and grow their operations in India.
Highlights
Earlier in February this year, my time at SpotDraft came to an (abrupt) end. Once the initial shock wore off, I realised that this was the perfect opportunity to hit the pause that I desperately needed but was unable to hit myself. So over the next few months, I got the summer vacation I'd been craving since 2012 -- replete with a lot of books, long walks with podcasts, ample time with friends and family, nature trails in Bhutan and most importantly; mangoes!
I was lucky enough to have known what awaited me on the other end of this break -- I’m joining long time friends at Moxo today to head their global Customer Success team. It's a team and business I have deep respect for - spearheaded by veteran founders (our CEO sold Webex to Cisco) and achieving scale (1000+ customers) with a lean team. I’m excited to be taking on a global charter and leverage my learnings from APAC to a larger region - wish me luck!
If you've read this far and are in Customer Success, I have two asks -
⭐ I’m hiring for senior roles within Customer Success (US shift, hybrid role from Bangalore), DM if interested! ⭐ We have a Customer Success meet-up happening at our office in Indiranagar, Bangalore this Thursday. You'd get to learn from and network with incredible speakers like Ziv, Aditya and Anubhav Khanduja. I hope to see you there - link to register in the first comment!
P.S. I already have a team picture with the CS group at Moxo having met them all last year, isn't that cool! #hiring #customersuccess #CS
I've interviewed close to 100+ Customer Success folks over the last year and here are 3 questions I often ask (and the insights they give me) -
🎯 What are your learnings from a churn that has happened in your portfolio? Self-awareness will always stand out in a melee of candidates who think had no control over customer outcomes and it was all about Product market fit / wrong sell / wrong expectations / "feature not available".
🎯 What is a project (or customer scenario) you're proud of? It helps me understand what value they think they've driven in their last roles and whether it aligns with the broad goals we have for our CS org.
🎯 Most importantly, the ability to be succinct. Sure you can introduce yourself over a 9 min monologue, but wouldn't it be better if you were able to capture the essence of your last role and journey in 2?
As we start gearing up for our next offsite, here's a picture from our last one. You could join us in time to make this picture!
#hiringnow #CSMs
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Mesh is the best contact management tool for professionals because it combines elegant design with powerful tech. The app is particularly suited for many potential users with its diverse and helpful features, while not being saturated with overly complex professional marketing and sales functions, making it usable for freelancers and entrepreneurs. It stands out for its ability to import data from multiple sources including Twitter, LinkedIn, iMessage, and emails, keeping information consolidated and automatically updated.
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Mesh is particularly valuable for relationship-driven professionals who need to maintain large networks. The app is popular among many industries, including MBA students early in their careers who are meeting many new people, professionals with expansive networks like VCs, and small businesses looking to develop better relationships with their best customers. Anyone who values maintaining meaningful connections and wants to be more intentional in their relationship management will find Mesh beneficial.
Mesh offers competitive pricing in the personal CRM market. Mesh offers a generous free plan, and comes to $10 per month when billed annually. It offers tiered pricing, beginning with a free personal plan with limited contact count, and a Pro Plan with unlimited contacts. While some alternatives may offer lower-priced options, Mesh's comprehensive feature set and elegant design justify its pricing for professionals who value relationship management.
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