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Annu Wagde

@annuts

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I drive SaaS onboarding, adoption, retention, and technical enablement across global customer portfolios.

India

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What I'm looking for

I’m seeking a SaaS role where I can use customer insight, technical enablement, and cross-functional collaboration to improve adoption, account growth, and retention.

At Amoeboids Technologies, I support 3,500+ organizations using Atlassian Marketplace apps, owning onboarding, adoption, technical support, and retention across the customer lifecycle.

I partner with Product and Engineering as the Voice of the Customer, turning support trends and usage friction into roadmap input, early risk signals, and retention action. I’ve helped reduce average response and wait times by approximately 80% while maintaining a 4.5-star CSAT score.

I build scalable customer-success operations through Jira Service Management, Intercom, Confluence knowledge resources, and AI-assisted workflows using ChatGPT, Atlassian Rovo, and Gemini. I also created a Customer Success Handbook/Playbook covering personas, maturity models, conversation matrices, and proactive engagement motions.

Across 14+ years of professional experience, including 10+ years in B2B SaaS Customer Success, I’ve managed 50+ account portfolios, delivered quarterly new-business and renewal targets, maintained 95% CSAT and NPS scores of 8–9, and led Customer Success Engineers. I’m focused on helping SaaS customers realize value, grow adoption, and stay successful for the long term.

Experience

Work history, roles, and key accomplishments

Current

Customer Success & Support Manager

Current

Amoeboids Technologies Pvt. Ltd.

May 2023 - Present (3 years 4 months)

Managed customer success and support for a global base of 3,500+ organizations across Atlassian Marketplace apps, driving onboarding, retention, and technical support. Partnered with product and engineering to translate customer feedback into roadmap improvements and reduce churn.

Customer Success Manager

Vervotech

Aug 2022 - Apr 2023 (8 months)

Led a team of Customer Support Engineers, ensuring high-quality support and operational efficiency. Owned customer onboarding and implementation, driving product adoption and maintaining 95% CSAT.

Customer Success Team Leadership Onboarding Implementation Product Adoption CSAT Relationship Management Cross Functional Collaboration

Customer Success Manager

EduBrite Systems Pvt. Ltd.

Aug 2021 - Aug 2022 (1 year)

Guided customers through onboarding and implementation for a seamless platform transition. Delivered training and technical support to maximize product adoption and reduce time-to-value.

Customer Onboarding Training Technical Support UAT Documentation

Customer Success Expert

Amoeboids Technologies Pvt. Ltd.

Aug 2016 - Jul 2021 (4 years 11 months)

Owned 50+ customer accounts, serving as the primary point of contact across onboarding, adoption, renewals, and ongoing engagement.
Delivered onboarding, training, product demos, and enablement sessions to drive adoption and expansion readiness.
Maintained 95% CSAT & NPS of 8-9 through proactive engagement across the customer lifecycle.
Managed product documentation

Customer Onboarding Customer Adoption Technical Support Account Management Retention Jira Service Management Confluence Intercom AI Tools ChatGpt Atlassian Rovo Gemini Documentation Knowledge Base Webinars

Business Development Executive

Aloha Technologies Pvt. Ltd.

Dec 2014 - Jul 2016 (1 year 7 months)

Identified and qualified prospective clients for software development services through outbound prospecting and market research. Built and managed sales pipelines, collaborating with delivery teams to propose tailored technology solutions.

Outbound Prospecting Market Research Sales Pipeline Management Client Qualification Technology Solutions

Research Analyst

SaleBuild

Jan 2014 - Dec 2014 (11 months)

Conducted market research and built verified prospect databases to support business development.

Delegate Sales Executive

ACI (Active Communications International - Europe)

Jul 2012 - Jan 2014 (1 year 6 months)

Generated and qualified leads for international conferences; managed the delegate sales lifecycle from prospecting through registration, consistently hitting targets.

Sales Executive

Vocalbug Communications Pvt. Ltd.

Oct 2010 - Jun 2012 (1 year 8 months)

Promoted e-learning solutions to students and parents through consultative sales, building relationships while consistently achieving individual targets.