Gaurav Naik
@gauravnaik
SaaS Operations and Customer Success leader driving retention and growth.
IndiaWhat I'm looking for
I am a strategic, results-driven SaaS Operations and Customer Success leader with 15+ years of experience managing global account management teams and optimizing post-sales operations.
I have a track record of scaling teams, improving CSAT/NPS scores, and increasing revenue through refined account review cycles and proactive customer success workflows.
My experience spans leading cross-functional collaboration between Sales, Product, and Support, implementing QA and compliance frameworks, and deploying workforce planning and predictive analytics to boost productivity.
I focus on people development, performance metrics, and process automation to deliver measurable retention and expansion outcomes for B2B SaaS and international markets.
Experience
Work history, roles, and key accomplishments
SHManager - Operations
Shaadi.com
Nov 2023 - Present (1 year 10 months)
Lead end-to-end account management and customer operations for high-value VIP customers; scaled NRI operations from 5 to 35 agents and raised CSAT from 45% to 62% within six months while increasing quarterly renewal revenue by ₹1.5 Crore.
WJManager - Operations
WhiteHat Jr
May 2020 - Nov 2023 (3 years 6 months)
Managed global account and support operations for US & EU markets, reduced refund rates and contributed to an NPS of 82% by implementing proactive customer success workflows and onboarding programs.
Assistant Manager - Operations
RS Signature Solutions
Jun 2019 - Dec 2019 (6 months)
Supported operations and strategy initiatives to improve internal processes and customer satisfaction by aligning stakeholders and delivering analytics-driven insights to enhance service delivery.
Manager - Customer Success
Verificient Technologies
Jan 2017 - Apr 2019 (2 years 3 months)
Owned customer success lifecycle for SaaS clients, driving onboarding, engagement, renewals and upsells while identifying churn risks and partnering with product and sales to improve retention.
Team Manager - Voice Operations
Vodafone Shared Services
Mar 2014 - Oct 2016 (2 years 7 months)
Managed a technical support team of 15 for UK customers, ensuring SLA compliance, improving FCR and customer satisfaction through training, mentoring and quality assurance.
Education
Degrees, certifications, and relevant coursework
Arunodaya University
Bachelor of Business Administration, Business Administration - Management
Completed a Bachelor of Business Administration in Management through distance learning, awarded in 2024.
Wadia College, Pune
Diploma, Electronics & Radio Engineering
Completed a Diploma in Electronics & Radio Engineering, awarded in 2005.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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