Open to opportunities

greeshma B

@greeshmab

Message

Customer Success leader with 8+ years across SaaS retention, CRM workflows, and data-driven marketing operations.

India

Message

What I'm looking for

I’m looking for a role where I can own customer outcomes in SaaS, strengthen retention with proactive account health signals, and pair CRM workflows with data insights to improve CSAT and pipeline performance across US/EMEA.

I’m a results-driven Customer Success professional with 8+ years of experience spanning Customer Success (4+ years), Marketing Operations & Lead Generation (4+ years), and Data Analytics (3+ years). I’ve managed SMB and mid-market accounts in SaaS, AI Media, and IT Services across US and EMEA, focusing on retention, escalations, and measurable customer outcomes.

In my Customer Success work, I drive onboarding, ongoing account satisfaction, and billing clarity while resolving escalations and disputes with clear communication and timely follow-through. I use CRM workflows and account health signals to identify at-risk customers early and I maintain SOPs, escalation workflows, canned responses, and knowledge base content to improve time-to-value.

Previously, I strengthened revenue through Marketing Operations and lead generation, executing outreach campaigns and improving conversion rates with A/B testing. I also bring a data mindset—building dashboards in Tableau and Looker Studio and creating automation with Zapier and n8n—to connect customer insights with pipeline performance.

Experience

Work history, roles, and key accomplishments

Customer Success

Poolday.ai

Dec 2025 - Apr 2026 (4 months)

Managed client accounts in a PaaS environment, handling onboarding, retention, billing queries, and ongoing account satisfaction. Resolved escalations and billing disputes, driving product adoption via live support and Loom guides while using Crisp to maintain SOPs and escalation workflows.

Customer Success Account Management Workflows Crisp Escalation Handling Billing Disputes SOPs

Business Analyst

Poolday.ai

Feb 2024 - Nov 2025 (1 year 9 months)

Generated qualified leads monthly and executed outreach campaigns to improve conversion through A/B testing. Managed HubSpot CRM hygiene, lead enrichment and data migration, and coordinated with Sales/Success teams for smooth MQL-to-customer handoffs.

Lead Generation HubSpot Lemlist A B Testing CRM Hygiene Lead Enrichment Data Migration ZoomInfo LinkedIn Sales Navigator

Growth Data Specialist

Turing

Oct 2022 - Oct 2023 (1 year)

Generated and nurtured leads for US-market SaaS clients, managing CRM tracking to support pipeline activity. Built and maintained Zapier automation workflows to improve team efficiency.

Demand Generation Lead Nurturing Zapier Workflows

Business Intelligence Specialist

Jordyblue

Aug 2020 - Sep 2022 (2 years 1 month)

Handled CX support inquiries such as invoice resolution and billing transparency, contributing to customer satisfaction tracking. Performed customer sentiment analysis and built Tableau and Looker Studio dashboards, plus Zapier automations to reduce manual reporting.

Customer Support Sentiment Analysis Tableau Looker Studio Google Analytics Zapier CX Metrics Competitor Analysis

Sr. IT Analyst

Cameoglobal (Cisco)

Mar 2015 - Mar 2017 (2 years)

Tracked customer success KPIs including CSAT, ACHT, and resolution speed, producing Excel/Sheets KPI reports for leadership. Coordinated communication between IT teams and site management during outage events to minimize customer impact.

IT Support CSAT Excel reporting Outage Coordination