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Santhosh Vijaykumar

Customer Success Manager | Customer Experience | Customer Engagement | Onboarding | Platform implementation and Adoption | Retention | Renewal | Strategic Partner | Team Lead

Bengaluru

13+ years of work experience

Oct 20242 yrs 1 moPresent

Bangalore Urban

Customer Onboarding | Presentation | Expectation setting | Planning and Execution | Stakeholder management | Vendor Management Lead a 32-member customer support team handling chat, email, and voice support for a B2B & B2C platform with 1M+ users. Oversee ~1,500 customer interactions daily while maintaining quality, SLA compliance, and escalation hygiene. Act as point of escalation for complex, high-impact customer issues; partner with Product and Engineering to drive resolution. Translate recurring support issues into structured feedback for roadmap prioritisation and bug fixes. Coach team leads and agents on customer communication, ownership, and end-to-end issue resolution. Improve internal workflows, macros, and handoff processes to increase efficiency and consistency.
SaaS Labs
Feb 20249 mosOct 2024

Bengaluru, Karnataka, India

Azuga, Inc.
Aug 20237 mosFeb 2024

Bengaluru, Karnataka, India

Azuga, Inc.
May 20212 yrs 3 mosJul 2023

Bangalore Urban, Karnataka, India

Convertcart
Nov 20191 yr 6 mosApr 2021

Bengaluru

Managed customer relationships and success outcomes across SaaS customer accounts. Supported approximately $350K MRR through strong customer engagement and account management. Maintained customer health, engagement, and platform utilisation above performance targets. Improved onboarding and training completion through structured customer enablement. Led customer escalations and collaborated cross-functionally to drive issue resolution. Conducted internal team training and supported operational excellence initiatives.
Azuga, Inc.
Aug 20171 yr 8 mosMar 2019

Bangalore

Supported event marketing, trade show execution, and customer engagement initiatives. Managed customer advocacy programs and cross-functional marketing projects. Coordinated product feedback initiatives and customer communication programs. Contributed to operational reporting, analysis, and marketing effectiveness improvements.
Jun 20124 y 11 moMay 2017

Bangalore

Santhosh’s AI Stack

claude code
claude code
notion
notion
openai
openai
ChatGPT
ChatGPT
Fireflies.ai
Fireflies.ai
Wispr Flow
Wispr Flow

Education

High School Diploma, Civil Engineering

MS Ramaiah intitution of sciences

20093 yrs2012

High School

St.Aloysius english high school

20052 yrs2007

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Headline

Customer Success Manager | Customer Experience | Customer Engagement | Onboarding | Platform implementation and Adoption | Retention | Renewal | Strategic Partner | Team Lead

About

Customer success / Customer experience / Retention / Upsell / Data Analysis

Location

Bengaluru

AI stack

claude code

notion

openai

ChatGPT

Fireflies.ai

Wispr Flow

Work experience

Customer Experience and Success Manager at Bliss Event Management, Oct 2024 - Present · 2 yrs 1 mo, Bangalore Urban, Customer Onboarding | Presentation | Expectation setting | Planning and Execution | Stakeholder management | Vendor Management Lead a 32-member customer support team handling chat, email, and voice support for a B2B & B2C platform with 1M+ users. Oversee ~1,500 customer interactions daily while maintaining quality, SLA compliance, and escalation hygiene. Act as point of escalation for complex, high-impact customer issues; partner with Product and Engineering to drive resolution. Translate recurring support issues into structured feedback for roadmap prioritisation and bug fixes. Coach team leads and agents on customer communication, ownership, and end-to-end issue resolution. Improve internal workflows, macros, and handoff processes to increase efficiency and consistency.

Customer Success Manager at SaaS Labs, Feb 2024 - Oct 2024 · 9 mos, Bengaluru, Karnataka, India

Senior Customer Success - Onboarding Specialist at Azuga, Inc., Aug 2023 - Feb 2024 · 7 mos, Bengaluru, Karnataka, India

Customer Success - Onboarding specialist at Azuga, Inc., May 2021 - Jul 2023 · 2 yrs 3 mos, Bangalore Urban, Karnataka, India

Client Success Manager at Convertcart, Nov 2019 - Apr 2021 · 1 yr 6 mos, Bengaluru, Managed customer relationships and success outcomes across SaaS customer accounts. Supported approximately $350K MRR through strong customer engagement and account management. Maintained customer health, engagement, and platform utilisation above performance targets. Improved onboarding and training completion through structured customer enablement. Led customer escalations and collaborated cross-functionally to drive issue resolution. Conducted internal team training and supported operational excellence initiatives.

Marketing Executive at Azuga, Inc., Aug 2017 - Mar 2019 · 1 yr 8 mos, Bangalore, Supported event marketing, trade show execution, and customer engagement initiatives. Managed customer advocacy programs and cross-functional marketing projects. Coordinated product feedback initiatives and customer communication programs. Contributed to operational reporting, analysis, and marketing effectiveness improvements.

Business development executive at Opt-in Prospects, Jun 2012 - May 2017 · 4 y 11 mo, Bangalore

Education

High School Diploma, Civil Engineering, MS Ramaiah intitution of sciences

High School, St.Aloysius english high school