Open to opportunities

Gulnaz Alana

@gulnazalana

Message

I’m a senior customer success leader driving enterprise retention and expansion in SaaS.

India

Message

What I'm looking for

I’m looking for an enterprise SaaS/FinTech-adjacent role where I can own the full customer lifecycle, partner cross-functionally, deliver QBR-style business reviews, and grow renewals/expansion—with strong compliance and flexible remote shift support.

I’m a Senior Customer Success Manager with 8+ years owning B2B/enterprise customer relationships end-to-end—from onboarding and activation through expansion and renewal. I consistently exceed the 4–6 years typically required at this level, with a proven track record owning 2,000+ B2B accounts and driving CSAT/NPS while reducing churn risk. I bring a trusted-advisor mindset to client leadership teams.

I work deeply with SaaS and API-driven CRM/account-management systems, including Salesforce, HubSpot, Gainsight, ChurnZero, and Vitally. I deliver account health reporting and business reviews, forecast growth, and partner cross-functionally with Product, Sales, and Operations to represent partner needs and influence roadmap priorities. I’m also escalation-minded and outcome-focused when customer issues require fast, coordinated problem-solving.

I’m comfortable operating in remote environments with flexible/rotational shift hours across US and APAC/Singapore, having supported stakeholders across multiple regions. I’m compliance-minded (SOC 2, ISO 27001, GDPR, HIPAA, PCI-DSS, CCPA) and bring a startup mindset and ownership mentality to every relationship. I’ve also led and coached a 40+ member support team and used AI-assisted workflow tools (Claude AI, ChatGPT) to improve response quality and turnaround time.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Success Manager

Current

Winplast

Jan 2025 - Present (1 year 6 months)

Owned end-to-end customer success for 20+ international B2B/enterprise clients, handling onboarding through ongoing renewal cycles and aiming for first-contact resolution within SLA guidance. Monitored account health to identify risk and coordinated with cross-functional teams, improving response quality using AI tools.

Customer Success Enterprise Account Management Customer Onboarding Renewals First Contact Resolutions SLA Management Account Health Monitoring Cross Functional Collaboration

Business Growth & Strategic Partnerships

SUG Group

Jul 2024 - Dec 2024 (5 months)

Managed enterprise client communication and consultative issue resolution to support adoption and growth goals. Collected and reported customer feedback to leadership to inform service and process improvements.

Issue Resolution Adoption Strategy Executive Reporting

Operations & Business Growth Manager

Skyzen Developers

Jun 2023 - Jan 2024 (7 months)

Handled high-volume B2B customer communication via email and WhatsApp, resolving queries and ensuring accurate documentation. Implemented data-driven tracking of customer interactions to improve account visibility and escalation response consistency.

B2B Communications Customer Support Email WhatsApp Query Resolution Documentation Escalations

Regional Business Operations Manager

Bada Business (Dr. Vivek Bindra)

Feb 2020 - May 2023 (3 years 3 months)

Owned end-to-end customer success and satisfaction for 2,000+ B2B accounts from onboarding through renewal, maintaining CRM records and promptly resolving escalations. Led and coached a 40+ member support team, used analytics to identify at-risk accounts and churn patterns, and maintained compliance aligned with SOC 2/GDPR-type frameworks.

Enterprise Customer Success Customer Onboarding Renewals Escalation Management Team Leadership Coaching Data Analytics Customer Satisfaction

Customer Success Specialist

Dr. Vivek Bindra Company

Feb 2018 - Jan 2020 (1 year 11 months)

Served as the primary point of contact for enterprise customers, resolving issues and ensuring timely follow-through across the account lifecycle. Maintained accurate CRM records while adhering to data privacy and confidentiality requirements.

Customer Success Enterprise Customer Support Issue Resolution Follow Through Management Data Privacy Compliance Confidentiality