What is your role? Describe what you do briefly. 

I'm a Customer Success (CS) Manager at SpotDraft. My role begins once a deal is closed by the Sales team. We step in to onboard the customer, implement the product, and make sure they’re set up to derive value from SpotDraft. It includes everything from running cadences and coordinating integrations to ensuring a successful go-live and encouraging renewals.

How did you venture into Customer Success? 

I didn’t start out in CS. I began studying CA and working part-time in my second year of undergrad. I wore a lot of hats in that job: market researcher, accounts, even a bit of HR. It helped me realise what I didn’t want to do, and pushed me toward an MBA. While pursuing my degree, I found myself drawn to marketing subjects, especially those rooted in communication and storytelling.

During campus placements, I was clear about one thing, that I didn’t want to do Sales. I was intimidated by targets and numbers. SpotDraft was one of the few companies hiring for both Sales and CS, and the CS role just clicked for me. It aligned with my strengths like relationship-building, understanding user value, and communicating clearly. Fun fact: my final round was with Rohith Salim (Co-Founder and Chief Product Officer) and Akshay Doshi (Vice President, Business), not even the CS team! Despite my admission that I feared targets, I still landed the role. Nearly 3 years later, I’m still here, still learning, and still loving it.

Growing up, what were your passions or interests? 

I wasn’t the classic ‘talented’ kid. I wasn’t great at art, music, or sports. But over time, I realised I had a knack for communication: writing, positioning ideas, figuring out how to present things. That interest deepened during my MBA, and it’s something I get to apply every day in my role.

Outside work, I’ve always had a love for food (Ahmedabad has amazing options!) and dogs. I’ve even dreamt of starting a non-veg café in Ahmedabad and opening a dog shelter someday. I used to volunteer with a local shelter, and it’s something that still brings me a lot of joy.

What inherent qualities help you thrive in your everyday role as a CSM? 

Ironically, the targets I used to fear have become a big motivator. They give me clarity on what’s working, what isn’t, and what needs attention. I’m also naturally curious. Problem-solving excites me. If a customer brings up a challenge, I want to get to the root of it. That mindset, along with being open to feedback, has helped me grow. In CS, you’re constantly learning, adapting, and collaborating across teams.

Is SpotDraft a high-performance environment? How do you unwind? 

Absolutely, but there’s a lot of support here. I unwind by spending time with my two dogs: Bangalore has some amazing dog cafés and parks. On weekends, I usually take them swimming or to socialize. Sundays are reserved for pure rest: cooking, sleeping, and mentally preparing for the week ahead. I also really value the relationships I’ve built at work, my colleagues have become close friends, and that balance makes a huge difference.

How did you plan your growth at SpotDraft? 

When I first joined, I had no idea what growth looked like. I was just trying to figure things out. But over time, and with nudges from my managers, I started thinking more intentionally. I began focusing on the evolving nature of CS, especially its growing impact on revenue. The idea of expanding accounts, not just retaining them, is exciting to me now. I’ve realised I perform best under pressure, and I’m actively working to build my skills in this new phase of the CS role.

What sets SpotDraft apart from other places you’ve worked? 

The culture. I’ve worked in two organisations, and while both were supportive, SpotDraft feels different. When I joined, I was nervous about working directly with founders and senior leaders, but everyone, from Mohammad Moiz (Vice President, Customer Success) to Shashank Bijapur (CEO and Co-Founder) has been approachable and kind. The feedback culture is strong, and mistakes are seen as opportunities to learn, not reasons to panic. I’ve never been afraid to ask for help here. There’s no competition within the team, just collaboration, empathy, and people who genuinely have your back.

What advice would you give to those starting out in Customer Success? 

Be open to feedback and develop patience. CS is a high-touch, cross-functional role. You’re constantly interfacing with different teams and customer personas. Not everyone will be tech-savvy, not every request will be easy. But the more you listen, the better you’ll get. Understand that your approach will differ depending on whether you’re speaking to legal, business, or product teams. And above all, stay curious and ask for feedback often, it’ll accelerate your learning.

Having been at SpotDraft for a few years, how have you seen the company evolve?

SpotDraft has grown rapidly in size and structure since I joined, but what stands out most is the culture. From day one, it’s been clear that people here genuinely care: about their work, their colleagues, and the company’s mission. I’ve always felt safe, supported, and heard. And we’re dog-friendly! I remember seeing that on the website and thinking, “Okay, I have to work here.”