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Gopi Fichadiya

@gopifichadiya

Message

I grow customer retention, adoption, and revenue across SaaS portfolios.

United States

Message

What I'm looking for

I'm looking to own customer relationships across onboarding, adoption, retention, and growth, using data-driven insights and cross-functional partnerships to improve customer outcomes and revenue.

I've managed end-to-end customer relationships across B2B SaaS, marketing, and financial services, from onboarding through retention and expansion.

At PLATO HQ, acquired by Coda, I supported a 45+ company portfolio worth $1.1M ARR, improved pilot-team NPS by 30 points, and used product data to increase adoption scores by 15% while reducing drop-off by 20%.

Most recently at Tridas Marketing Agency, I owned 50–70 SMB client accounts, led performance reviews for Facebook ad campaigns, and proactively re-engaged at-risk customers to support retention.

Experience

Work history, roles, and key accomplishments

Customer Success Manager

Tridas Marketing Agency

Jan 2025 - Dec 2025 (11 months)

Managed end-to-end client relationships for a portfolio of 50-70 SMB painting-contractor accounts, maintaining a ~76% retention rate and leading monthly check-ins to review Facebook ad campaign performance.

Customer Relationship Management Customer Retention Facebook Ads Data Analysis Communication Skills

Customer Success Advocate

Intact Insurance Financial Corp.

Apr 2023 - Feb 2024 (10 months)

Investigated and managed 80+ weekly automotive insurance claims, sustaining an 85% CSAT rating and negotiating contracts with vendors and stakeholders.

Claims Management Negotiation Customer Satisfaction Stakeholder Management

Customer Success Manager

Plato HQ

Feb 2022 - Jun 2022 (4 months)

Partnered with stakeholders to expand client portfolio, led onboarding redesign improving NPS by 30 points, and analyzed data to increase product adoption by 15%.

Customer Success Data Analysis Onboarding NPS Product Adoption

Customer Success Associate

Plato HQ

Mar 2021 - Jan 2022 (10 months)

Maintained high-touch success plans for 200+ customers, onboarded new associates, and revamped website flows to reduce misdirected inquiries.

Customer Success Onboarding Training Process Improvement

Onboarding and Implementation Specialist

Plato HQ

May 2020 - Feb 2021 (9 months)

Championed onboarding of 150+ customers, improved NPS survey responses by 60%, and increased check-in attendance by 20%.

Onboarding Customer Retention NPS Training

Senior Customer Support Agent

Intact Insurance Financial Corp.

Mar 2018 - Oct 2019 (1 year 7 months)

Resolved billing inconsistencies for commercial auto policies, managed 100 inbound calls daily, and designed a reporting template reducing manual workload by 30 hours.

Customer Support Billing Communication Skills Reporting