Aishvinder Singh
@aishvinder
Customer Success leader with 9+ years in B2C, B2B, SaaS, AI, Fintech, E-commerce, driving retention, revenue growth, and high-performing teams.
IndiaWhat I'm looking for
I’m a Customer Success professional with 9+ years of experience across B2B SaaS, AI, B2C, and B2B2C. I bring 6 professional certifications across Customer Success, Product Management, Revenue Operations, and Customer Service, and I thrive in fast-paced, high-growth environments.
In my current role as a Customer Success Manager, I lead cross-functional coordination across teams of Customer Associates, Quality Analysts, Engineers, and Project Managers. I’ve maintained 95%+ client retention, achieved an average CSAT of 4.8/5, and kept SLA compliance above 98% for communication and escalation management, while improving on-time milestone delivery to 96% and reducing critical escalations by 30%. I also drive account growth—generating 20% growth in existing accounts through upselling development and support services—and manage enterprise portfolios across 17–22 countries.
Previously at Teleperformance, I scaled customer support from 3 to 200+ agents for a San Francisco-based AI SaaS firm, improving AHT by 15% and CSAT by 20% while supporting 15 key enterprise accounts. I also upsold to 3 new clients, expanded to 27 locations, and added $1.2M in annual revenue, while leading QBRs/WBRs supporting $5M+ in monthly orders. Earlier, I bootstrapped an EdTech startup to 25 employees and built customer success and sales teams focused on retention and long-term growth.
Experience
Work history, roles, and key accomplishments
Customer Success Manager
Hiteshi Infotech
Apr 2025 - Present (1 year 3 months)
Led cross-functional coordination for enterprise client success across multiple teams while maintaining 95%+ client retention. Delivered strong customer outcomes including 4.8/5 average CSAT and 98%+ SLA compliance, improved on-time milestone delivery to 96%, reduced critical escalations by 30%, and generated 20% growth via upselling development and support services.
Scaled customer support operations from 3 to 200+ agents for a San Francisco-based AI SaaS firm while improving AHT by 15% and CSAT by 20%. Managed enterprise accounts, expanded geographically to 27 locations with $1.2M annual revenue impact, and led QBRs/WBRs and operational strategies supporting $5M+ in monthly orders.
Founder
Mad Ed
Feb 2018 - Jun 2023 (5 years 4 months)
Bootstrapped an EdTech venture and scaled it to 25 employees over five years. Built and led customer success and sales teams and developed strategies for customer retention and long-term growth with enterprise accounts.
Trained batches of employees on interview techniques and critical incident handling. Improved communication and soft skills to align team output with corporate goals.
Provided Level II and Level III technical support to US-based customers via live chat. Delivered high-quality technical resolutions and gathered product insights for R&D.
Handled escalated issues for an e-commerce client, resolving 65–80 concerns daily. Maintained CSAT above 90% and received “Employee of the Month” in December 2016.
Education
Degrees, certifications, and relevant coursework
Kalinga University
Bachelor of Commerce (BCom), Commerce
2015 - 2018
Earned a Bachelor of Commerce (BCom) at Kalinga University, Raipur, from June 2015 to April 2018.
Availability
Location
IndiaAuthorized to work in
Job categories
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