Open to opportunities

DHRITISMITA GOSWAMI

@dhritismitagoswami

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Customer Success Manager focused on retention, CX operations, and team leadership in EdTech and SaaS.

India

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What I'm looking for

I’m looking for Customer Success/CX Operations roles where I can lead retention and escalation excellence, improve SOPs and SLAs, coach teams, and drive measurable customer outcomes—ideally across EdTech or SaaS with cross-functional collaboration.

I’m a Customer Success Manager with 5+ years of experience in EdTech customer lifecycle management, retention operations, and team leadership. I’ve built operational systems that sustain 90%+ customer retention and protect ₹4+ Crores in annual revenue through proactive engagement and service recovery.

At Bhanzu, I’ve led a team of 15–20 associates across retention, escalations, refunds, and onboarding, managing a portfolio of 10,000+ customer accounts. I own end-to-end escalation management, maintain SLA and CSAT performance (85–90%), and implement SOPs that standardize handling, audit readiness, and performance improvements.

Previously, I managed onboarding and retention support for 1,000+ customer accounts and reduced dispute losses by 80% across ANZ, Middle East, UK, US, and Canada. I also progressed through Instruction, Customer Engagement, and Operations Support at WhiteHat Jr., delivering live training and mentoring 200+ trainers—so I bring both customer empathy and operational rigor to every CX initiative.

Experience

Work history, roles, and key accomplishments

Customer Success Manager (Refunds)

Bhanzu

Nov 2024 - Feb 2026 (1 year 3 months)

Led a team of 15–20 Customer Success Associates across retention, escalations, refunds, and onboarding while managing a portfolio of 10,000+ customer accounts. Maintained 90%+ retention, protected and recovered ₹4+ Crores in annual revenue via service recovery and churn intervention.

Customer Success Customer Retention Customer Lifecycle Management Escalation Management Service Recovery SLA Management SOP Development Performance Warnings Audit Readiness Quality Assurance Cross Functional Collaboration Stakeholder Management Salesforce Zendesk Jira

Learning Experience & CS Associate

Bhanzu

Apr 2023 - Nov 2024 (1 year 7 months)

Managed onboarding, engagement, and retention support for 1,000+ customer accounts, maintaining 90%+ retention. Handled escalated customer concerns, refund-related cases, and service recovery, and reduced dispute losses through timely follow-ups and structured resolution processes.

Customer Success Customer Lifecycle Management Customer Onboarding Customer Retention Escalation Management Service Recovery Dispute Management Dispute Resolution Mentorship Training Cross Functional Collaboration

Customer Success & Product Ops Associate

WhiteHat Jr

Aug 2020 - Mar 2023 (2 years 7 months)

Progressed across instruction, customer engagement, and operations support over 2.5 years, managing onboarding and success support for 500+ learners and parents. Delivered live training, mentored 200+ trainers, conducted quality audits and performance reviews, and handled customer escalations independently.