Laxman Prasad Divakala on Tal
Headline
Head of Customer Experience| Coaching & Team Enablement | Implementation & Onboarding | Escalations | Customer Adoption.
About
I’m a Customer Success leader with 9+ years of experience building teams, processes, and systems that drive measurable customer and business outcomes across SaaS, EdTech and D2C. I’ve hired and coached high-performing teams, created onboarding and adoption playbooks, and led cross-functional initiatives that improved customer satisfaction, retention, and time-to-value — while directly contributing to revenue growth through value-added services. Career highlights: • Scaled support & implementation orgs from 5 to 25+ members • Increased CSAT from 33% to 84% and reduced onboarding time by 25–40% • Decreased repeat escalations by 35% and improved retention by 18% • Drove $10M+ in value-added service revenue through customer expansion and implementation excellence My experience spans Customer Success, Professional Services, and Implementation, working closely with Sales, TAM, Product, Engineering, and Support to deliver seamless post-sales experiences that strengthen customer lifetime value. Familiar with HRIS/HCM concepts (payroll, benefits, time & attendance), data migration, and SSO/SCIM integrations, I align technical delivery with business outcomes. Certified PMP & Six Sigma Black Belt, I bring a data-driven yet people-first approach to scaling teams, optimizing customer journeys, and driving both adoption and revenue impact.
AI stack
claude code
claude
gemini
notebooklm
notion
openai
Work experience
Head of Customer Support at Cosmix, Dec 2024 - Present · 1 yr 10 mos, India
Quality Manager – Global Support at Simplilearn, Aug 2023 - Jun 2024 · 11 mos, Bengaluru, Karnataka, India
Assistant Manager – Customer Success at BYJU'S, Jan 2020 - Aug 2023 · 3 yrs 8 mos, Bengaluru, Karnataka, India
Transaction Process at Accenture in India, Jun 2018 - Sep 2019 · 1 yr 4 mos, Bengaluru Area, India
Assistant Sales Manager at Agmatel India Pvt Ltd, Jun 2017 - Jun 2018 · 1 yr 1 mo, Bangalore
Education
Master of Business Administration - MBA, Business Administration, Management and Operations, Manipal University Jaipur
Bachelor of Business Administration, Marketing, Amity University Mumbai
