Ayush kumar

I’m a Customer Success Manager with 5+ years of experience in B2B SaaS, helping enterprise and SMB customers achieve successful onboarding, product adoption, retention, and long term business outcomes. I focus on managing customer lifecycles and driving proactive engagement to improve customer experience.

In my current role as Senior Associate - Client Experience, I manage a portfolio of 18 enterprise customers as the primary success partner across the customer lifecycle. I resolve 75+ customer requests daily while maintaining 98% SLA compliance and high customer satisfaction, proactively identifying customer risks and supporting retention initiatives.

I partner with Product, Operations, and Support teams to improve customer experience and accelerate issue resolution, while monitoring customer engagement trends and advocating for customer feedback to improve product experience. In a remote first environment, I document customer insights and account activities to strengthen cross-functional collaboration.

Previously, I handled onboarding and implementation for 15 SMB and Enterprise SaaS customers, maintaining documentation in HubSpot CRM and implementation trackers. Earlier, at Cleartax, I supported 50+ B2B SaaS customers daily across onboarding, product usage, and issue resolution, delivering more than 75 customer interactions daily while maintaining excellent CSAT.