Customer Success · Product Analytics · AI
Customer Success leader for analytics-led SaaS teams
I help product-led SaaS companies turn adoption data, executive alignment, and renewal strategy into measurable customer value.
About me
I started in AI chatbot automation — building user journeys, mapping intent, and helping enterprises deploy intelligent workflows on HCM platforms. That foundation gave me something rare in CS: a genuine technical instinct.
Today I manage a $3.5M ARR portfolio of 80+ mid-market and enterprise accounts at Heap by Contentsquare — helping product, data, and engineering teams turn behavioural analytics into business decisions. I run EBRs with CPOs and CTOs, build success plans, and make sure every renewal is earned, not assumed.
My north star: value before renewal. If your customer can't articulate why they need your product, no relationship will save them at renewal time.
Experience
Toolkit
Social Proof
He builds strategic partnerships, not just accounts.
Sourav is a powerhouse of product expertise and a natural collaborator who truly understands the bridge between technology and customer value. He has a unique knack for identifying product friction points before they impact the user experience, working cross-functionally with Product and Engineering teams to advocate for his clients and resolve issues proactively.
His mastery of the Heap ecosystem, combined with a deep commitment to team goals, made him a standout colleague. Sourav doesn't just manage accounts; he builds strategic partnerships. I cannot recommend him highly enough for a CS role.
He brings data-backed insights to every customer conversation.
I highly recommend Sourav as a Customer Success Manager. He joined our team at Heap during a major workflow transition and stepped up immediately. Sourav is the type of CSM who does the deep research before every call; he doesn't just check in, he brings data-backed insights that show he truly understands his customers' business cases.
In just six months, he led over 50 value and renewal meetings while proactively identifying churn risks through his own custom tracking and analysis. He is excellent at navigating technical product challenges and isn't afraid to lean into commercial or executive-level conversations. Sourav is a dedicated, proactive, and data-driven professional who would be a massive asset to any CS organization.
Let's connect
Whether you're a hiring manager, a future collaborator, or just curious — I'd love to connect. I'm always open to roles where customer impact is the north star.