Aakriti Goyal
@aakritigoyal
Customer Success and Support leader building onboarding, SOPs, and risk-driven account growth.
What I'm looking for
I’m a Customer Success & Support professional with 9+ years managing client lifecycles across 10+ international markets. I’ve delivered 600+ successful outcomes and 100+ verified 5-star reviews by owning structured onboarding, real-time engagement, and outcome delivery.
As a first-hire mindset operator, I’ve built SOPs, support processes, and CRM pipelines from scratch, while driving SLA adherence through escalation handling, risk profiling, and consistent stakeholder alignment. I’m HubSpot Inbound Certified, and I’ve mentored junior teammates and improved approvals and retention through process design and cross-functional collaboration.
Experience
Work history, roles, and key accomplishments
Lead Client Success & Support
Leap Scholar
Jan 2025 - Present (1 year 3 months)
First-in-role ownership of the end-to-end client success lifecycle for 100+ concurrent accounts across 8 countries, including onboarding, real-time engagement, risk mitigation, and escalation resolution. Built SOPs and support processes from scratch and managed CRM pipelines to drive SLA adherence and inbound pipeline growth.
Senior Client Success Advisor
Leap Scholar
Jan 2024 - Jan 2025 (1 year)
Managed high-complexity client profiles across multiple markets and designed a case review protocol to improve team-wide approval conversion rates. Drove retention through structured, process-led client support.
Client Success & Visa Advisor
Leap Scholar
Nov 2021 - Jan 2024 (2 years 2 months)
Managed UK, USA, and Canada portfolios covering financial scrutiny, eligibility assessment, and interview coaching. Delivered zero SLA breaches over 3 years and earned two promotions through consistent client outcome management.
Admissions & Client Success Consultant
Canam Consultants
Jul 2020 - Nov 2021 (1 year 4 months)
Delivered full-cycle Canadian university admissions consulting, including documentation, financial compliance checks, and TAT management. Coordinated B2B institutional pipeline activities and maintained client progress via CRM tracking.
Senior Consultant & Team Lead
Study Next Global Education
Jul 2018 - Jun 2020 (1 year 11 months)
Led a team handling IRCC/CIC compliance, GIC creation, and escalation resolution for education cases. Built structured mentorship and achieved two junior consultant promotions within 12 months.
Team Leader
Om Careers Pvt. Ltd.
Mar 2017 - Jun 2018 (1 year 3 months)
Promoted from front line to team leader in 9 months and received Employee of the Month recognition. Led pan-India B2B outreach and institutional partnership efforts for HDFC, ICICI, Axis Bank, HUL, and Colgate.
Education
Degrees, certifications, and relevant coursework
Punjab College of Technical Education
Master of Business Administration, Marketing & Human Resources
2015 - 2017
Completed an MBA with a focus on Marketing & Human Resources from 2015 to 2017.
Sri Aurobindo College
Bachelor of Commerce, Commerce
2012 - 2015
Completed a B.Com in Commerce from 2012 to 2015.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
Skills
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