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Drashty Gandhi

@drashtygandhi

Message

Customer Success & CX Operations leader driving onboarding, retention, CSAT, and process improvements.

India

Message

What I'm looking for

I am seeking a senior CS/CX operations role where I can scale customer lifecycle processes, improve retention and satisfaction, mentor teams, and drive measurable business outcomes in a collaborative, growth-focused environment.

I am a Customer Success and CX Operations leader with almost 10 years of experience across SaaS, EdTech, Biotech, and consumer brands, focused on onboarding, retention, and process improvement. I have led high-volume teams and managed global customers across IN, US, UK, and the Middle East.

Throughout my career I have improved CSAT and NPS, reduced churn, built SOPs and reporting dashboards, and optimized CRM and lifecycle workflows—delivering measurable results such as increased onboarding success, higher adoption, and faster fulfillment TATs. I have led teams, supported executive stakeholders, and created frameworks like the Retention Tree and Project HEARD to standardize interventions and training.

I bring a blend of strategic thinking and hands-on execution—managing vendor and stakeholder relationships, owning customer lifecycles, and producing high-quality client-facing materials and presentations. I seek roles where I can scale operations, improve customer experience metrics, and mentor teams to deliver consistent, data-driven customer outcomes.

Experience

Work history, roles, and key accomplishments

Customer Experience Lead

Studio Sairish

Mar 2025 - Dec 2025 (9 months)

Managed end-to-end customer lifecycle for premium custom projects, improving satisfaction and repeat engagement while reducing follow-up delays by ~30% and improving fulfillment TAT by ~25%.

& Customer Success CX Operations Vendor Management Project Management Process Improvement Reporting

Strategic Support Lead

o2h Group

Feb 2024 - Mar 2025 (1 year 1 month)

Oversaw client and investor communication for 50+ global accounts, improving follow-up completeness and pipeline accuracy by ~30% and driving 95%+ execution reliability for CEO initiatives.

Client Engagement Investor Relations CRM Hygiene Executive Support Presentation Design Stakeholder Management Event Coordination Forecasting

Customer Success Manager

Saras-3D

Jan 2023 - Feb 2024 (1 year 1 month)

Improved onboarding success by ~30% and product adoption by ~25%, reduced churn by 15–18% and increased NPS by ~20 points through targeted engagement, training, and CS documentation.

Onboarding Customer Adoption NPS Analytics Customer Support

Senior Manager CX & Retention

BYJU'S

Sep 2019 - Jan 2023 (3 years 4 months)

Led a 22-member CX & retention team delivering ₹1.2 Cr+ monthly retention, raised conversions from 12% to 30%, improved CSAT ~12–15% and FCR ~18–22% via training and retention frameworks.

Team Leadership Retention Strategy CSAT Escalation Management Coaching Performance Metrics

Business Development Exec

BYJU'S

Jun 2016 - Aug 2019 (3 years 2 months)

Managed high-volume lead nurturing and demos, generating ₹1.8–2 Cr annual revenue and improving CRM follow-up efficiency by ~20% through consultative selling and structured onboarding.

Sales Lead Management Consultative Selling CRM Management Revenue Generation Customer Onboarding