Babs R
@babsr
Customer Success Manager using AI to drive retention, adoption, and revenue growth.
IndiaWhat I'm looking for
I’m an AI-focused Customer Success Manager with 5+ years of experience driving customer outcomes, retention, and measurable growth in SaaS environments. I partner cross-functionally to operationalize expansion motions while improving customer satisfaction.
At KNNX Corp (Formerly DLT Labs), I led expansion using AI-driven customer retention strategies, increasing adoption rates by 58%. I integrated machine learning models into CRM workflows, and used AI analytics to forecast churn patterns and optimize engagement.
I also improved pipeline performance at YogiFi by Wellnesys, where I spearheaded AI-enabled sales optimization and achieved a 45% boost in lead conversion. I engineered AI-powered chatbots to enhance support scalability and worked with marketing to operationalize successful expansion motions.
Earlier, I led SaaS healthcare implementations as a Program Manager and strengthened customer success operations as a Support & CX Team Leader and Frontline Manager. I bring strong ownership, clear communication, and an automation-first mindset to reduce friction, speed resolution, and maximize long-term value for customers.
Experience
Work history, roles, and key accomplishments
Independent Consultant | Freelancer
Self Employed
May 2024 - Present (2 years 2 months)
Independent consultant and freelancer (remote). Details of consulting services are not specified in the provided experience.
Customer Success Manager
Knnx Corp (Formerly Dlt Labs)
Jan 2022 - May 2024 (2 years 4 months)
Drove expansion revenue through AI-driven customer retention, increasing adoption rates by 58%. Integrated machine learning into CRM workflows to monitor customer health, forecast churn, and automate support inquiries, reducing resolution time by 31%.
Customer Success Manager
YogiFi by Wellnesys
May 2021 - Dec 2021 (7 months)
Spearheaded AI-enabled sales optimization, increasing lead conversion rates by 45%. Engineered AI-powered customer chatbots and used predictive analytics to refine sales strategies and support scalable save motions.
Program Manager
Quess Corp Limited
Oct 2018 - May 2019 (7 months)
Oversaw large-scale SaaS healthcare implementations, ensuring compliance with industry standards. Guided cross-functional teams to improve claims fraud prevention models using data analytics.
Support & CX Team Leader
Shore Group Associates
Mar 2016 - Jul 2017 (1 year 4 months)
Used data-driven insights to improve customer engagement and satisfaction. Championed process improvements to streamline customer success operations.
Freelance Trainer & Consultant
Self Employed
Dec 2013 - Apr 2015 (1 year 4 months)
Provided virtual training on payment integrity, fraud detection, and claims processing strategies. Consulted on applying fraud detection and claims processing best practices (as described).
Frontline Manager
Ba Continuum Solutions
Jan 2006 - Nov 2013 (7 years 10 months)
Directed customer experience programs tailored to healthcare and financial services. Trained frontline teams to enhance issue resolution and achieve service quality metrics.
Education
Degrees, certifications, and relevant coursework
NIBM, Chennai
Master of Business Administration, Business Administration
2017 - 2018
Earned an MBA at NIBM, Chennai between 2017 and 2018.
Dibrugarh University
Graduation, Arts
1996 - 1998
Completed a Graduation in Arts at Dibrugarh University from 1996 to 1998.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Social media
Job categories
Skills
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