Headline

I help B2B SaaS companies onboard, activate & retain customers | Head of Onboarding, Support & Compliance | Scaled CSAT 30%→80%+ | IIM Lucknow × IIT Kharagpur

About

Most SaaS companies treat onboarding as a checklist and compliance as an afterthought. I treat both as revenue functions — and I've built the team and systems to prove it. I lead Customer Success at Graphy (Unacademy Group) — a 10-member Onboarding, Support & Compliance organization, built as one connected operating model instead of three separate functions. Onboarding data flags support risk early. Support signals flag renewal risk early. Compliance audits protect the revenue that would otherwise quietly leak away. Under this model: → Manual sheets to automated CRM lifecycle (LeadSquared, end-to-end) → ~30% to 80%+ CSAT (institutionalized risk tracking & escalation controls) → Unmonitored misuse to governed audit process (₹56L+ recovered) → One-off onboarding to repeatable system (3,000+ customers activated) This isn't the first time I've built a team around a broken process. At GyanSys, I led a 7-member cross-functional team across presales, solutioning & delivery — scaling a $5M enterprise portfolio 30% YoY. At Poppins Labs, I turned a one-off, project-based model into a repeatable, multi-service one. Different company, same instinct: find the unstructured problem, build the system, then build the team to run it at scale. IIM Lucknow (MBA) and IIT Kharagpur (B.Tech-M.Tech) gave me the frameworks. Capgemini's Security Operations Center, where I started out, gave me the instinct underneath all of them: every unstructured process is just unmonitored risk. I'm always glad to connect with other Customer Success leaders — especially those building CS as an operating model, not just a support function. Reach out to me at amanchunara@gmail.com

Location

Bengaluru

AI stack

claude

Work experience

Senior Manager, Customer Success at Graphy Inc., Mar 2025 - Present · 1 yr 7 mos, Bengaluru, Head of Onboarding Head of Support Head of Audit & compliance (platform misuse) ● Scaled and led a 10-member Onboarding & Support organization, driving structured activation for 3,000+ new B2B customers during tenure while strengthening lifecycle governance across the existing base ● Improved Customer Success Score ratings from ~30% positive to 80%+ positive; reduced overall churn by institutionalizing risk tracking, escalation controls, and renewal governance ● Recovered ₹56L in revenue leakage by identifying and controlling platform misuse through risk management strategies reinforcing commercial discipline and compliance governance ● Implemented LeadSquared CRM end-to-end, replacing manual sheet-based tracking with automated lifecycle workflows, trigger-based communication, and centralized performance visibility

Head of Business Development (Account Growth & Client Success Owner) at Poppins Labs, Jun 2024 - Mar 2025 · 10 mos, India, ● Drove $150K+ in account partnerships through discovery-led engagement and CXO-level relationship management ● Transitioned the business model from project-based to multi-service offerings, launching 2 new revenue streams ● Improved lead quality by 40% through competitor analysis and underserved customer benchmarking techniques

Account Manager at GyanSys Inc., May 2023 - May 2024 · 1 yr 1 mo, Bengaluru, ● Drove 30% YoY revenue growth in a $5Mn portfolio of 4 key global enterprise accounts through strategic upselling ● Owned end-to-end account success, leading a 7-member team across pre-sales, solutioning & delivery functions ● Acquired 2 new clients worth $1.2Mn through delivering presentations to CXO-level executives at SAP TechEd’23 ● Leveraged market trend analysis to develop a new service offering, generating $800k revenue within first 6 months

Customer Success Manager at Myntra, Apr 2022 - May 2022 · 2 mos, Bengaluru, Title: CC platform experience & channel strategy

Business Strategy at SECASURE, Jan 2022 - Apr 2022 · 4 mos, - Received PPO

Education

Master of Business Administration - MBA, Indian Institute of Management, Lucknow

B.Tech-M.Tech Dual degree, Biotechnology, Indian Institute of Technology, Kharagpur