Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Languages
Tools And Software
References
Websites
Timeline
Generic
Cynthia Chowdhury

Cynthia Chowdhury

Cumming

Summary

Customer Success professional with expertise in leading teams and implementing customer engagement strategies that enhance retention and expansion in SaaS. Proficient in strategic planning, KPI analysis, and fostering cross-functional collaboration to achieve measurable business outcomes. Experienced in addressing complex customer issues and scaling operations while promoting team development and continuous learning. Committed to utilizing data-driven insights to strengthen relationships and deliver outstanding customer experiences that drive growth.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Lead Customer Success Manager

Tricentis
Atlanta
06.2023 - Current
  • Manages and coaches a team of eight Customer Success Managers through constant strategic communication, with valuable and meaningful information that helps provide immediate feedback and reduce bottlenecks, which has resulted in a 40% boost in CSAT, and a 35% increase in NPS scores.
  • Serves as the primary liaison for Fortune 100 enterprise accounts, and the frontline advisor on best practices, improving product usability by 30% across managed accounts.
  • Leads weekly open case reviews and quarterly case health reviews, identifying support trends and proactively remediating risks, reducing repeat incidents by 30%.
  • Analyzes KPIs and customer health metrics, leading to improvements in customer retention and upsell opportunities worth $500K+ annually.
  • Facilitates cross-functional initiatives with Sales, Product, and Marketing, contributing to a 15% increase in customer expansion revenue, and reducing churn by 20%.

Lead Solution Architect

Tricentis
Atlanta
12.2021 - 06.2023
  • Led end-to-end solution architecture for enterprise clients, delivering scalable systems that supported over $5 million in annual revenue growth.
  • Facilitated over 100 product demos and 40 technical workshops, via Zoom and on-site, increasing close rates by 20%.
  • Conducted bi-weekly prioritization and enhancement meetings with clients and internal product teams, leading to the implementation of more than 10 key product improvements.
  • Developed reusable solution design templates and documentation, decreasing onboarding time for new architects by 45%.
  • Represented the organization at industry conferences and tech summits, participating in panel discussions, and delivering presentations that showcased architectural innovation and drove brand visibility.

Technical Product Manager

Inspectiv
Los Angeles
04.2021 - 11.2021
  • Drove strategy and delivery for two core products, directly influencing $8 million in Series A funding.
  • Oversaw 75+ open support tickets and enhancement requests, coordinating resolution with the Engineering and QA teams.
  • Conducted weekly prioritization meetings.
  • Built scalable new feature documentation, improving new feature adoption by 20%.
  • Maintained close alignment with client operations and tech leads, ensuring tailored delivery, and boosting CSAT scores by 18%.

Product Manager

Tricentis
Atlanta
04.2021 - 11.2021
  • Led end-to-end strategy for a SaaS platform, overseeing the launch of a new solution across all SDLC phases, resulting in a 40% reduction in time to market.
  • Collaborated with Engineering to design and maintain ETL workflows, improving data analytics across three integrated systems.
  • Designed and implemented RESTful APIs and a centralized API Gateway, improving API efficiency by 30%.
  • Conducted market research across three new industry segments, identifying high-growth opportunities that contributed to a 20% increase in the qualified lead pipeline, and informed product roadmap prioritization.

Lead Customer Success Engineer

Tricentis
Atlanta
09.2018 - 09.2019
  • Aligned closely with Customer Success Managers (CSMs) to maintain client relationships through personalized onboarding and ongoing support, contributing to a 95% client retention rate across the portfolio.
  • Analyzed the customer’s product feedback, translating insights into actionable suggestions, driving a 20% improvement in feature adoption.
  • Designed a scalable, self-service knowledge base, reducing support ticket volume by 35% within six months; a foundational asset for what became the customer-facing Academy platform.
  • Led the integration and deployment of Tricentis solutions across customers' enterprise environments, reducing average deployment time by 25% through process optimization.

Lead Technical Support Engineer

Tricentis
Atlanta
04.2017 - 09.2018
  • Led a team of 5+ technical support engineers, overseeing daily operations and complex escalations-improved team productivity by 30% through structured workflows and proactive issue triaging.
  • Increased team efficiency by 40% through targeted training programs.
  • Raised first-call resolution rate by 20% and consistently ensured resolution of high-priority issues within SLA.
  • Coordinated cross-product support across Tricentis tools, streamlining communication and escalation procedures-achieved a 25% reduction in time-to-resolution for critical issues across all support tiers.

Lead Technical Support Advisor

CareerBuilder
Atlanta
12.2014 - 04.2017
  • Served as a consultant to 40+ enterprise accounts, providing strategic guidance that contributed to a 15% increase in platform efficiency.
  • Led the implementation and optimization of Applicant Tracking Systems (ATS) by configuring XML files in live production environments, enhancing workflow customization for clients.
  • Managed software license activations across a portfolio of 10 or more products, ensuring 100% compliance with licensing agreements.

Implementation Manager

vSoft
Johns Creek
10.2013 - 12.2014
  • Managed the end-to-end implementation for the client, from planning through deployment, and achieved a 100% on-time delivery rate.
  • Configured and optimized client databases to integrate with VSoft's platform, resolving data issues, and cleaning records.

Education

Bachelor of Science - Computer Science

Georgia State University
GA
08.2013

Skills

  • Client relationship management
  • Revenue growth strategies
  • Strategic planning and analysis
  • Project management
  • Data analysis
  • Product management
  • Cross-functional collaboration
  • Training and mentoring

Affiliations

Zalam Mun Z, LLC Scorp Co-founder

Certification

  • Customer Success Manager Professional by Gainsight Pulse Academy
  • Certified Scrum Product Owner - Scrum Alliance HTML, CSS and JavaScript by The Hong Kong University of Science and Technology
  • Front-End UI Frameworks and Tools by The Hong Kong University of Science and Technology
  • qTest Admin, and Automation Specialist by Tricentis Academy
  • Tosca Automation Specialist and Engineer by Tricentis Academy

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual

Tools And Software

  • Salesforce CRM, Gainsight, Asana, Kimble, Microsoft Office, Monday.com, Jira & Confluence, ServiceNow, Zendesk, SAP Resolve, Swagger API & Webhooks, Figma, qTest, Tosca, Neoload, Jenkins, Azure DevOps, GitHub, PostgreSQL, Power BI

References

  • David Keil, CEO at Lakeside Software & Board Member
  • Jason Mills, Engineering Executive
  • Jennifer Fletcher, Training Manager

Timeline

Lead Customer Success Manager

Tricentis
06.2023 - Current

Lead Solution Architect

Tricentis
12.2021 - 06.2023

Technical Product Manager

Inspectiv
04.2021 - 11.2021

Product Manager

Tricentis
04.2021 - 11.2021

Lead Customer Success Engineer

Tricentis
09.2018 - 09.2019

Lead Technical Support Engineer

Tricentis
04.2017 - 09.2018

Lead Technical Support Advisor

CareerBuilder
12.2014 - 04.2017

Implementation Manager

vSoft
10.2013 - 12.2014

Bachelor of Science - Computer Science

Georgia State University

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Cynthia Chowdhury