---
title: "Shrineel Rane - Customer Success Manager in Goa | Tal"
description: "Meet Shrineel Rane, Customer Success Manager | Strategy & Process Improvement | Customer Experience | Saas | EdTech | Logistics based in Goa. AI stack includes gemini, openai, and perplexity."
image: "https://tal.club/meet/shrineel-rane/share-image"
---

# Shrineel Rane on Tal

## Headline

Customer Success Manager \| Strategy & Process Improvement \| Customer Experience \| Saas \| EdTech \| Logistics

## About

Over the last 8\+ years, I’ve worked in Customer Success and Operations across Retail, EdTech, Hospitality and Logistics\. I’ve always enjoyed solving customer problems, improving processes, and building teams that deliver a better experience\. Most of my work has involved onboarding customers, handling escalations, improving retention, and working closely with product and operations teams to fix recurring issues rather than just responding to them\. A few years ago, I took a break from corporate life to manage backpacker hostels while travelling across India\. It was a completely different environment where every day brought new challenges, from handling guests from around the world to managing day\-to\-day operations\. That experience changed how I approach people, communication, and problem\-solving\. Today, I’m focused on Customer Success because I enjoy working at the intersection of customers, product, and operations\. I like understanding why customers struggle, finding practical solutions, and improving the experience at scale\. I’m always open to connecting with people in Customer Success, SaaS, Operations, and startups\.

## Location

Goa

## AI stack

gemini

openai

perplexity

## Work experience

Customer Success Manager at Delhivery, Dec 2023 \- May 2026 · 2 y 5 mo, Goa, India, \* Mentored and coached a team of 30 associates, contributing to 6 internal promotions within a year through structured coaching and performance development\. \* Developed SOPs, playbooks, dashboards, and performance frameworks to improve operational consistency, decision\-making, and SLA adherence\. \* Managed complex escalations and drove continuous improvement initiatives to reduce recurring issues and enhance operational performance\. \* Transitioned from Customer Success to the Strategy & Continuous Improvement team, leading cross\-functional Customer Success Operations initiatives focused on operational excellence\. \* Led projects to optimise workflows, standardise processes, strengthen escalation governance, and improve service quality across the business\. \* Partnered with Product, Technology, Operations, and Business teams to identify systemic issues, conduct root cause analysis, and implement scalable, data\-driven solutions\.

Founder at SonderXP, Aug 2022 \- Oct 2023 · 1 yr 3 mos, Goa, India, I created a unique travel experience initiative at SonderXP, focusing on personalised hospitality in Goa\. • Developed operational workflows for bookings, logistics, and vendor coordination to streamline the guest experience\. • Managed budgeting and pricing strategies to ensure sustainable operations while delivering high\-quality experiences\. • Executed marketing strategies through social media to effectively reach and engage target audiences\.

Community Manager at The Lost Hostels, Feb 2022 \- Nov 2023 · 1 yr 10 mos, Goa, India, •Managed a 100\-bed backpacker hostel with \~₹2 Cr annual run rate; handled bookings \(online, offline, WhatsApp\), finances, and bar operations\. • Led a 10\-member team and coordinated day\-to\-day hostel functioning and guest experience\. • Curated and hosted events, local experiences, and artist collaborations for international travellers\. • Built and managed a travel community; improved guest satisfaction and on\-ground engagement\. • Grew Google reviews from \~400 to \~1200\+ with a consistent 4\.5\+ rating; supported brand presence via social media\.

Customer Success Manager at WhiteHat Jr, Jun 2020 \- Feb 2022 · 1 yr 9 mos, Bengaluru, • Managed D2C customer success portfolio of 40–45 parent accounts \(\~₹24–27 lakh active portfolio value\), focusing on onboarding, engagement, issue resolution, and enhancing customer experience for North American customers • Maintained >90% CSAT across all customer interactions using Zendesk and LeadSquared, improving agent workflows through automation and process streamlining • Collaborated with Product and Sales teams to align customer feedback loops, proactively addressing churn from mismatched expectations

Senior Sales Consultant at upGrad, Aug 2019 \- Feb 2020 · 7 mos, Mumbai, Maharashtra, India, • Worked inbound sales for online ML, AI, and Data Science programs \(₹1–8L ticket size\), consistently achieving \~90% of monthly targets\. • Handled high\-volume inbound leads daily via calls and WhatsApp; qualified prospects, handled objections, and closed enrollments end\-to\-end\.

## Education

Bachelor of Science \- BS, Mathematics, University of Mumbai

[View the original profile](https://tal.club/meet/shrineel-rane)

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