Headline

Customer Success Manager | B2B SaaS | Onboarding, Renewals & Churn Prevention | Open to CSM & Account Manager Roles

About

Customer Success Manager who turns post-sale relationships into long-term partnerships. I work with SaaS companies—most recently Gappeo, an AI-powered hiring platform—to help customers move from onboarding to renewal, feeling like the product was built for them. The work spans account health monitoring, churn pre-emption, voice-of-customer advocacy with product teams, and quarterly check-ins that actually move the needle. What I bring beyond CSM: • Hands-on experience with hiring workflows, having sourced and closed candidates myself • Comfort across go-to-market motion—internal hiring, marketing campaigns, social content, and product testing at an early-stage company • Awareness of data tools (SQL, Tableau, Power BI) to support success planning and renewal forecasting — not as a data analyst, but as someone who knows how to read the signals I'm currently exploring Customer Success Manager roles at SaaS companies—particularly in HR tech, recruiting platforms, or any product where the customer's success genuinely depends on the platform working well. If you're hiring or know a team that is, I'd love to hear from you. sonalichoudhury2023@gmail.com

Location

Bengaluru

AI stack

claude

notion

perplexity

Fireflies.ai

HeyGen

Zapier

Work experience

Customer Success Manager at Gappeo.ai, Sep 2025 - May 2026 · 9 mos, • Led end-to-end customer success for Gappeo's AI hiring platform — managed onboarding, adoption, and long-term value realization across staffing and recruiting accounts. • Owned account health monitoring across the portfolio — tracked engagement metrics, usage patterns, and renewal signals to proactively surface churn risk and identify expansion opportunities. • Partnered with Product & Engineering as the voice of customer — translated client feedback into prioritized feature requests and drove cross-functional alignment between Sales, Support, and CS for consistent customer experience. • Resolved high-priority escalations by bridging technical complexity with business outcomes — sustained CSAT through clear communication and root-cause resolution. • Contributed beyond Customer Success to internal hiring, marketing campaigns, social media content, and product testing — supporting the early-stage team across go-to-market and quality initiatives.

Technical and customer Support Specialist at Vimeo, Apr 2024 - May 2025 · 1 yr 2 mos, Bengaluru, Karnataka, India

Professional development at Career Break, Aug 2023 - Mar 2024 · 8 mos, Bengaluru, Karnataka

Talent Acquisition Specialist at Ascendion, Apr 2023 - Jul 2023 · 4 mos, Vadodara, Gujarat, India

Associate Portfolio Manager at Square Yards, Dec 2022 - Mar 2023 · 4 mos, Bengaluru, Karnataka, India

Education

Bachelor of Technology - BTech, Computer Science, Gandhi Engineering College (GEC), Bhubaneswar

Bachelor of Technology, Computational Science, Gandhi Engineering College - India