Eva Kumari

I’m a Customer Success Manager with 10+ years of experience across SaaS, BPO, digital platforms, and enterprise solutions. I focus on customer relationships and measurable outcomes across onboarding, adoption, renewals, retention, and upsell—always using data to stay ahead of risk.

In my current role, I manage relationships for 80+ enterprise and mid-market clients as the primary point of contact across delivery, finance, and executive stakeholders. I’ve driven 90%+ customer retention through proactive engagement, risk identification, and structured success planning, and I lead 50+ Quarterly Business Reviews annually to improve executive visibility into account health and forward-looking improvement plans. I also identify 30–40% YoY account expansion opportunities by aligning upsell and cross-sell to client needs and usage trends.

I’m especially proud of how I’ve automated and amplified Customer Success work using Microsoft Copilot and ChatGPT, reducing manual reporting and preparation time by 30–40%. I’ve helped lead the adoption and scale of an agentic AI platform across enterprise accounts, using prompt engineering and LLM design to create human-in-the-loop agents for incident triage, diagnostics, RCA drafting, and customer health insights. This work delivered a 20–35% reduction in time to diagnosis, improved RCA consistency, and I also defined AI governance and accountability models to keep outputs explainable while preserving human decision-making and customer trust.

Earlier, I supported SaaS customers at Azuga (fleet management) and eMudhra (digital security & eSignatures) through onboarding, training, QBRs, and cross-functional collaboration with product and support teams to improve NPS. Before that, I worked across pre-sales consulting, campaigns, and fraud analysis—skills that strengthened how I communicate with stakeholders and analyze patterns. I bring a Voice of the Customer mindset to every program, aiming to increase adoption, CSAT/NPS, and customer ROI with practical, repeatable playbooks.