Open to opportunities

Aakriti Goyal

@aakritigoyal

Message

Customer Success and Support leader building onboarding, SOPs, and risk-driven account growth.

India

Message

What I'm looking for

I’m seeking a high-ownership remote-first Customer Success or Support role, where I can own onboarding and SLA/KPI outcomes, mitigate risk, handle escalations, and partner cross-functionally to drive retention and measurable results.

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

Current

Lead Client Success & Support

Current

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.

Customer Success SOP Development Risk Mitigation Escalation Handling

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.

Complex Case Management Process Design Refusal To Approval Conversion Client Retention SLA Management

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.

Client Onboarding Eligibility Assessment Interview Coaching SLA Management Client Training

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.

Admissions Consulting Documentation Management Financial Compliance TAT Management Client Onboarding Stakeholder Management

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 Leadership Compliance Management GIC Processing Mentorship Case Management

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.

Institutional Partnerships Team Leadership Performance Management Stakeholder Management Lead Generation Account Coordination