Ashish Dogra

I’m a results-driven Customer Success and Account Management professional with 7+ years of experience supporting B2B SaaS clients across US markets. I bring a proven track record in client onboarding, strategic retention, escalation management, and driving measurable SLA improvements.

In my role as a Subject Matter Expert (SME) – SaaS Client Success at Personiv (Thryv), I spearheaded SLA performance improvements of 12–13% through proactive monitoring, workflow optimization, and cross-functional collaboration. I also served as the primary escalation point for high-value accounts, resolving complex client issues while preserving long-term relationships.

Previously, as a Senior Analyst – SaaS Client Support, I managed a portfolio of 8 key accounts, handled ~30 support tickets daily, and improved retention through proactive check-ins, training sessions, and timely issue resolution. I’ve been recognized four times as Employee of the Month (including 2025) and I mentor junior analysts on SaaS support best practices, quality benchmarks, and client communication standards.