Headline

Founder & Product Builder at Kid Connect AI

About

I’m a Customer Success & Customer Experience professional with 13+ years of experience across Customer Success, Account Management, Relationship Management, Risk Operations, Customer Research, Program Analysis and Business Development. Throughout my career, I’ve worked across multiple industries including technology, legal-tech, gaming, recruitment and matrimony, with a consistent focus on understanding customers, improving adoption, solving operational problems, driving retention and turning customer feedback into business and product insights. My experience includes: • Managing customer portfolios and end-to-end customer lifecycles — from onboarding and adoption to retention, renewals and expansion. • Managing high-value/VIP customers and complex escalations, prioritising issues based on customer impact, business requirements and operational capacity. • Building customer research programs, including a 200+ member research panel, segmentation, cohort analysis, surveys and focused-group discussions to understand customer behaviour and validate product opportunities. • Working closely with Product, Business, Risk and Operations teams to convert customer feedback and operational data into actionable improvements. • Working across risk operations including refunds, chargebacks, fraud detection, game-rule validation, quality audits and SOP creation. • Improving customer retention in high-risk/high-churn segments and identifying the underlying blockers behind customer disengagement. More recently, I've been expanding my capabilities into AI, Agentic AI and workflow automation through hands-on learning and experimentation. I’m also building Kid Connect AI, a working MVP focused on improving communication between preschools/kindergartens and parents. I’ve taken the product from research and problem discovery through product design, AI-assisted development, testing and deployment. I enjoy working at the intersection of customers, data, operations, product and technology — understanding a problem deeply, finding the underlying cause and turning it into a practical solution. Areas I’m interested in: Customer Success | Customer Experience | Account Management | CX Operations | Customer Insights | Retention & Growth | Product Feedback | AI-enabled Customer Experience | AI & Product Building

Location

Bengaluru

AI stack

claude code

claude

codex

gemini

lovable

n8n

Work experience

Founder & Product Builder at Kid Connect AI, Apr 2026 - Present · 5 mo, Bengaluru, • Building Kid Connect AI, a multi-tenant communication platform designed to improve real-time communication between preschools/kindergartens and parents. • Conducted direct user research by visiting a preschool, speaking with the owner and principal, and observing real-world school operations and parent-teacher communication challenges. • Designed the product around a simple principle: give teachers and parents the information they need with minimum navigation and as few as 1–2 taps. • Built working modules for Super Admin, School Admin, Teachers, Parents and Staff, including attendance, timetable, live child updates, notifications, announcements, chat, student records and parent communication. • Designed the architecture as a modular, multi-tenant platform capable of supporting multiple schools, with subscription and pricing models incorporated. • Used AI-assisted development with ChatGPT and Claude Code, while handling product planning, testing, debugging, UI/UX validation and feature refinement. • Deployed the application using Vercel for the frontend and Render/Railway for backend infrastructure, with GitHub used for version control. • Tested the application across roles, screens, features, authentication and user flows, identifying and resolving numerous UI, access-control and functional issues. • Built 3 working workflow automations, with additional AI and automation ideas under development. • Currently exploring AI-driven insights that can analyse a child's historical activity and provide meaningful patterns to parents and teachers.

Account Manager at Salesdiary, Nov 2025 - Apr 2026 · 6 mos, Bengaluru, • Managed 6 customer accounts, including 2 large enterprise accounts, owning onboarding, adoption, support, retention and renewals. • Increased product adoption for a major fertiliser business from ~40% to ~80–85% by identifying user blockers, improving product understanding and driving usage. • Successfully retained and renewed a key account within 3 months. • Managed a large auto-spares account, including product catalogues, feature requirements and API integration with Tally. • Conducted discovery calls and QBRs, onboarded new customers, delivered staff training and mapped product usage to each customer's business workflows. • Worked closely with Product and internal teams to communicate customer feedback, enhancement requirements and integration needs. • Managed both new and existing accounts while ensuring ongoing customer engagement, adoption and business value.

Customer Success → Relationship → Risk → Program Analyst at Gameskraft, Jun 2021 - Sep 2025 · 4 yrs 4 mos, Bengaluru, Customer Success & Relationship Management • Managed VIP/high-value customers, driving engagement, retention and personalised solutions. • Maintained ~40% retention in high-risk, high-churn segments through structured outreach, reactivation and blocker identification. • Conducted ~150 retention calls/day and ~100 high-churn reactivation calls/day, identifying behavioural and product blockers. • Handled complex escalations and supported team operations/mentoring during manager absences. Risk Operations • Worked across refunds, chargebacks, cybercrime detection and fraud prevention, reviewing ~10 refunds and 5–6 chargebacks daily. • Validated game moves and customer behaviour against game rules. • Identified false-positive fraud rules and redesigned ~15 rules, improving detection accuracy for genuine users. • Created SOPs, audit mechanisms and quality-review processes for risk operations. Customer Strategy & Insights • Built and maintained a 200+ member customer research panel for feature validation and qualitative insights. • Conducted FGDs, surveys, interviews and cohort/segment analysis to identify customer behaviour, engagement drivers and blockers. • Coordinated research operations and translated insights into recommendations for Product, Business and CX teams. • Contributed insights to a feature associated with approximately ₹5 crore/month in reported revenue impact. Program Analysis • Built call-audit and risk-team audit mechanisms, including quality scoring and feedback processes. • Analysed daily operational data to identify patterns, process gaps and product opportunities.

Senior Business Relationship Manager at Matrimony.com Limited, Jul 2018 - Mar 2021 · 2 yrs 9 mos, Chennai, Managed NRI customers through an assisted-service relationship model, combining consultative selling, matchmaking support, customer success and long-term relationship management. • Managed approximately 36–45 active accounts at a time, while serving 100+ client relationships throughout the tenure. • Converted prospective customers into assisted-service customers by understanding their requirements, explaining the value of the service and building trust through consultative conversations. • Owned the customer journey from assisted-service onboarding and requirement gathering through matchmaking support, ongoing engagement and renewals. • Consistently achieved approximately ₹2 lakh/month in sales targets, with frequent target overachievement through new conversions and renewals. • Maintained approximately 80% renewal/retention, with customers often continuing with me because of the personalised service and relationship built over time. • Managed long-term customer relationships, including a client relationship that continued for approximately 2.5 years until a successful match was found. • Worked closely with customers to understand preferences, identify suitable matches and provide personalised recommendations throughout the service period. • Supported team members and helped manage day-to-day operations during manager absences.

Senior Manager Customer Relationship Management at vakilsearch (vakilsearch.com), Sep 2016 - Jun 2018 · 1 yr 10 mos, Greater Chennai Area, Managed customer relationships for legal-tech clients, owning the post-sale customer lifecycle from onboarding and product education through adoption, support, retention and expansion. • Managed approximately 45–50 active accounts at a time, while serving 100+ client relationships throughout the tenure. • Conducted on-site/customer onboarding sessions, educating lawyers, administrators and junior staff on product features, workflows and role-specific functionality. • Monitored product adoption and proactively identified blockers when usage dropped; intervened through training, education and practical solutions to improve adoption. • Maintained approximately 80% retention across the customer portfolio, with churn primarily concentrated among smaller firms with budget constraints. • Managed relationships with larger law firms, including firms with 15–20+ junior users, as well as government advocates. • Captured customer feedback and recurring product requirements and translated them into actionable insights for Product and Business teams. • Identified opportunities for additional services and business expansion based on customer needs and usage patterns. • Worked cross-functionally to resolve customer issues and ensure customers received timely solutions while maintaining a customer-centric experience.

Education

Bachelor of Engineering, Computational Science, Jeppiaar Engineering College

Diploma, Information Technology, Seven Hills College of Education

Public links

youtube.com: https://youtube.com/@brofrombangalore

mohamed-asif.lovable.app: https://mohamed-asif.lovable.app/

github: https://github.com/asifthunder1-gif