Open to opportunities

Aneri Zaran

@anerizaran

Message

Customer Success leader driving adoption, renewals, and retention with data-driven, empathetic support.

United States

Message

What I'm looking for

I’m looking for a customer-obsessed team where I can own renewals, drive product adoption, and reduce churn through proactive health monitoring—while collaborating cross-functionally to deliver measurable retention and best-in-class support.

I’m a customer-focused Customer Success and client support professional with experience across onboarding, technical support, and account management in SaaS, B2B, and manufacturing environments. I’m known for strong communication, analytical problem-solving, and consistently delivering high-quality customer experiences in fast-paced settings.

In my recent roles, I’ve tackled complex customer billing inquiries at Intuit Mailchimp—investigating invoices, pricing, refunds, and account management while meeting SLA and customer satisfaction targets. Previously, as a Customer Success Manager at Schoox, I managed a $1–3M ARR enterprise and mid-market portfolio, sustaining 95–98% gross retention and supporting 102% NRR. I also increased platform adoption and feature utilization by 20% through strategic onboarding and stakeholder training, while maintaining 95% CSAT and leading escalations for complex product and billing issues.

I bring a track record of measurable retention improvements and operational efficiency: reducing churn risk by 10–15% through proactive engagement and customer health monitoring, and lowering repetitive support tickets by 15–20% by building scalable enablement documentation. Earlier, I improved NPS scores by 15% at Talroo, reduced recurring billing-related support tickets by 25% through root-cause analysis, and led analyst team operations including ticket QA, escalation handling, and customer support reporting. I’m also a Certified Customer Success Manager (CCSM) Level 1, and I enjoy aligning customer goals to business outcomes through QBRs and strategic account reviews.

Experience

Work history, roles, and key accomplishments

Current

Billing Operations Senior Associate

Current

Intuit Mailchimp

Oct 2025 - Present (8 months)

Investigated and resolved complex customer billing inquiries involving invoices, pricing, refunds, and account management while meeting SLA and customer satisfaction targets. Collaborated with Support, Product, Compliance, Accounting, and Customer Success teams to streamline billing operations and improve resolution efficiency.

Billing Support Refunds SLA Management Escalation Management Cross Functional Collaboration Customer Satisfaction Process Improvement

Current

Webmaster & Brand Identity

Current

Afghan Hands

Jun 2014 - Present (12 years)

Streamlined client flow to improve engagement and click-through rates. Redesigned the digital experience to improve user onboarding and reduce support inquiries through clearer journeys and content updates.

Onboarding Process Improvement

Customer Success Manager

Schoox

Feb 2021 - Jul 2024 (3 years 5 months)

Managed a $1–3M ARR portfolio, maintaining 95–98% gross retention and supporting 102% NRR through proactive lifecycle management. Increased platform adoption by 20% via strategic onboarding and training, while sustaining 95% CSAT and leading escalations for complex product, billing, and account issues.

Customer Success Management Enterprise Account Management Customer Onboarding Product Adoption QBRs Escalation Management

Business Development and Ops

Mayflower Laundries

Jun 2017 - Feb 2021 (3 years 8 months)

Built and scaled a 40,000 sqft industrial services operation to $3M ARR within the first year. Improved invoice processing workflows by automating payments and reducing late payments by 30%, while managing high-volume B2B accounts and service delivery KPIs.

Business Operations Revenue Growth B2B Account Management Invoice Processing Process Improvement KPIs Revenue Operations

Lead Client Success Analyst

Talroo

Sep 2014 - Feb 2017 (2 years 5 months)

Improved NPS by 15% through proactive client relationship management and issue resolution. Reduced recurring billing-related support tickets by 25% via root cause analysis and operational process improvements, while managing ticket workflows and leading analyst team operations including QA reviews and escalation handling.

Client Relationship Management NPS Root Cause Analysis Billing Support QA Escalation Handling Process Improvement

Account and Vendor Manager

Uncovet

Jun 2011 - Mar 2014 (2 years 9 months)

Planned, negotiated, and procured products for a B2C e-commerce platform, building and managing a vendor network to support daily and weekly fresh inventory. Developed a 200+ vendor database through outreach and contract negotiations and managed 200+ vendors spanning small businesses to large manufacturers.