Headline

Customer Success Leader | Driving Retention & Expansion | Helping build $1M → $10M ARR SaaS | AI-driven, human-led Customer Experience

About

I build 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐮𝐜𝐜𝐞𝐬𝐬 𝐚𝐧𝐝 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 functions that drive 𝐫𝐞𝐭𝐞𝐧𝐭𝐢𝐨𝐧, 𝐞𝐱𝐩𝐚𝐧𝐬𝐢𝐨𝐧, 𝐚𝐧𝐝 𝐫𝐞𝐯𝐞𝐧𝐮𝐞. With 𝟕+ 𝐲𝐞𝐚𝐫𝐬 in high-growth 𝐒𝐚𝐚𝐒 𝐬𝐭𝐚𝐫𝐭𝐮𝐩𝐬, I’ve led and scaled CS across digital, enterprise, and strategic segments, working closely with founders to turn CS into a core growth engine, not just a support layer. My core strength lies in 𝐝𝐞𝐬𝐢𝐠𝐧𝐢𝐧𝐠 𝐬𝐜𝐚𝐥𝐚𝐛𝐥𝐞 𝐬𝐲𝐬𝐭𝐞𝐦𝐬 𝐮𝐬𝐢𝐧𝐠 𝐀𝐈 𝐚𝐧𝐝 𝐚𝐮𝐭𝐨𝐦𝐚𝐭𝐢𝐨𝐧, especially for repetitive workflows, enabling teams to operate faster, smarter, and with higher impact. My focus is on building systems, not dependencies: • Designing CS orgs that 𝐨𝐰𝐧 𝐫𝐞𝐯𝐞𝐧𝐮𝐞 (𝐫𝐞𝐭𝐞𝐧𝐭𝐢𝐨𝐧 + 𝐞𝐱𝐩𝐚𝐧𝐬𝐢𝐨𝐧) • Leveraging AI and automation to 𝐬𝐭𝐫𝐞𝐚𝐦𝐥𝐢𝐧𝐞 𝐨𝐧𝐛𝐨𝐚𝐫𝐝𝐢𝐧𝐠, 𝐬𝐮𝐩𝐩𝐨𝐫𝐭, 𝐚𝐧𝐝 𝐥𝐢𝐟𝐞𝐜𝐲𝐜𝐥𝐞 𝐰𝐨𝐫𝐤𝐟𝐥𝐨𝐰𝐬 • Aligning CS with product and sales to 𝐝𝐫𝐢𝐯𝐞 𝐥𝐨𝐧𝐠-𝐭𝐞𝐫𝐦 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐯𝐚𝐥𝐮𝐞 • Using data to 𝐢𝐝𝐞𝐧𝐭𝐢𝐟𝐲 𝐫𝐢𝐬𝐤, 𝐮𝐧𝐥𝐨𝐜𝐤 𝐮𝐩𝐬𝐞𝐥𝐥, 𝐚𝐧𝐝 𝐢𝐦𝐩𝐫𝐨𝐯𝐞 𝐍𝐑𝐑 Impact delivered: → 𝟗𝟔%+ 𝐫𝐞𝐭𝐞𝐧𝐭𝐢𝐨𝐧 across portfolios → 𝟑𝟎%+ 𝐘𝐨𝐘 𝐚𝐜𝐜𝐨𝐮𝐧𝐭 𝐠𝐫𝐨𝐰𝐭𝐡 through upsell & expansion → 𝟐𝟓%+ 𝐢𝐧𝐜𝐫𝐞𝐚𝐬𝐞 𝐢𝐧 𝐩𝐫𝐨𝐝𝐮𝐜𝐭 𝐚𝐝𝐨𝐩𝐭𝐢𝐨𝐧 within 6 months → 𝐑𝐞𝐝𝐮𝐜𝐞𝐝 𝐨𝐧𝐛𝐨𝐚𝐫𝐝𝐢𝐧𝐠 𝐭𝐢𝐦𝐞 𝐟𝐫𝐨𝐦 𝟑 𝐦𝐨𝐧𝐭𝐡𝐬 𝐭𝐨 𝟏 𝐰𝐞𝐞𝐤 through process optimization → 𝐀𝐮𝐭𝐨𝐦𝐚𝐭𝐞𝐝 𝟕𝟎–𝟖𝟎% 𝐨𝐟 𝐫𝐞𝐩𝐞𝐭𝐢𝐭𝐢𝐯𝐞 𝐂𝐒 𝐰𝐨𝐫𝐤𝐟𝐥𝐨𝐰𝐬(QBRs, feedback loops, reporting) → 𝐁𝐮𝐢𝐥𝐭 𝐚𝐧𝐝 𝐬𝐜𝐚𝐥𝐞𝐝 𝐂𝐒 from 0 → structured, multi-segment function I believe the next phase of Customer Success is AI-driven, proactive, and deeply tied to revenue, and I enjoy building teams and systems that reflect that. Outside of work, I enjoy travel, photography, and staying curious about how things work and how they can be improved.

Location

Bengaluru

AI stack

claude

gemini

grok

lovable

midjourney

notion

Work experience

Sr. Customer Success Manager at kim.cc, Sep 2025 - Present · 1 yr 1 mo, Bengaluru, Karnataka, India, Kim.cc helps ecommerce and D2C brands run smarter, faster support by combining human agents with AI powered workflows that cut effort, speed up responses, and keep quality high.

Manager, Customer Success at Richpanel, Aug 2024 - Sep 2025 · 1 yr 2 mos, Bengaluru, Karnataka, India, Richpanel is a customer service platform that helps businesses streamline support with self-service, live chat, and automation tools to enhance customer experiences.

Manager, Customer Success at Loop AI - Delivery Intelligence Platform, Feb 2024 - Jul 2024 · 6 mos, Bengaluru, Karnataka, India, Loop AI revolutionizes Restaurant Delivery Management with a fully automated intelligence platform, enabling teams to minimize errors and boost revenue through smart, data-driven workflows. They are shaping the future of food delivery.

Lead, Customer Success at Woliba, Apr 2022 - Jan 2024 · 1 yr 10 mos, India, Woliba, short for "WOrk LIfe BAlance," helps create a culture of well-being so employees can thrive. By reducing stress and fostering team connections, Woliba is reimagining engagement, recognition, and wellness for growing companies.

Sr. Customer Success Manager at Biztech Consulting & Solutions, Jul 2021 - Mar 2022 · 9 mos, Ahmedabad, Gujarat, India · Hybrid, Biztech Consultancy and Solutions is an IT solution company providing world-class innovative solutions to SMEs and Enterprises. Its products, services, and solutions cover different industries and projects including e-commerce stores, CRM development & customization, ERP, CMS, and mobile apps. I have worked with the 3 subsidiary companies of BiztechCS: 1) PrintXpand - Provides complete web-to-print e-commerce solutions 2) CRMJetty - Provides customer relationship solutions. It provides ready CMS integrate portal solutions for SuiteCRM, Sugar CRM, Salesforce, and Dynamics CRM 3) AppJetty - Specializing in extensions and plugins for a host of software platforms like Magento, WordPress, SugarCRM, SuiteCRM, Odoo, Dynamics CRM, etc.

Customer Success Manager at Biztech Consulting & Solutions, Jul 2020 - Jun 2021 · 1 yr, Ahmedabad, Gujarat, India · Hybrid

Technical Support Executive at Biztech Consulting & Solutions, Jan 2019 - Jun 2020 · 1 yr 6 mos, Ahmedabad, Gujarat, India · Hybrid

Education

Bachelor of Engineering - BE, IT ENGINEERING, Gujarat Technological University (GTU)

Junior College, Shakti Higher Secondary School