Dipika Verma

I’m a Technical Customer Success Manager with 5+ years of experience owning enterprise and B2B accounts across high-volume SaaS platforms. I bridge technical product complexity and customer business outcomes by conducting root cause analysis, triaging API/platform issues, and translating findings into clear stakeholder communication.

In my current role at GOZOOP Group, I own a portfolio of enterprise accounts across the full post-onboarding lifecycle, managing health, satisfaction, and retention. I serve as the technical escalation bridge between customers and Engineering—triaging platform issues in Jira, aligning resolution timelines, and communicating outcomes in business terms. I also build and maintain customer health dashboards to proactively identify churn risk and adoption gaps.

Previously, as a Senior Content Quality & Technical CSM Specialist at TuneCore (B2B2C), I acted as the primary technical escalation point for complex platform and API issues. I diagnosed root causes, replicated failures, and partnered with Product and Engineering on long-term fixes, while building custom health score dashboards in Google Sheets and developing technical playbooks to standardize resolution workflows and reduce MTTR.

Earlier at Accenture, I delivered SLA-driven technical and operational support in regulated environments, monitoring system health and documenting recurring issues to reduce repeat escalations. Across every role, I’ve focused on structured QBRs, churn prevention, and continuous improvement—driving reliability, customer confidence, and measurable retention outcomes.