Open to opportunities

Harini Jaguva

@harinijaguva

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Customer Success Manager specializing in SaaS onboarding, analytics enablement, and post-sale lifecycle across APAC.

India

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What I'm looking for

I seek a customer-facing role in a collaborative SaaS company where I can lead onboarding, enablement, and analytics-driven adoption to drive retention and measurable customer outcomes.

I am a Customer Success professional with 5+ years of experience owning post-sale customer relationships across APAC and global markets, with strengths in SaaS onboarding, analytics enablement, workflow-based platforms, training, adoption, renewals, and risk mitigation.

I have led structured onboarding, run live trainings and enablement workshops, managed 100+ concurrent customer cases with full compliance, improved retention by 20% through proactive engagement, and partnered cross-functionally with Product, Engineering, and Support to deliver analytics-driven outcomes.

Experience

Work history, roles, and key accomplishments

Client Success & Operations Partner

RD Overseas

Jan 2024 - Apr 2025 (1 year 3 months)

Owned post-sale customer relationships as primary contact for onboarding, enablement, and ongoing success; managed 100+ concurrent customer cases with 100% compliance and coordinated cross-functional resolution.

Customer Onboarding Enablement SaaS Platforms Customer Support Documentation Training

Customer Success & Operations Manager

RD Overseas - UK Skillpower

Jan 2024 - Apr 2025 (1 year 3 months)

Owned the full post-sale lifecycle for an APAC and EMEA portfolio, serving as primary executive contact through renewal. Designed a structured onboarding programme and proactive health monitoring that drove a 20% year-on-year customer retention uplift and helped reduce clients’ time-to-value.

Customer Onboarding Customer Retention Risk Monitoring QBRs Cross functional Coordination

Overseas Coordinator / Customer Enablement

Euro Exim Services

May 2023 - Jan 2024 (8 months)

Managed international APAC and EMEA customer portfolio, ran demos and enablement workshops, translated requirements into workflows and analytics, and improved retention by 20% through proactive engagement.

Customer Success Enablement Workflow Design Retention

Customer Enablement & Success Lead

Euro Exim Services

May 2023 - Jan 2024 (8 months)

Managed a high-volume APAC/EMEA portfolio, sustaining 80+ active cases weekly while maintaining full SLA compliance. Led product demonstrations and enablement workshops, translating complex trade-finance requirements into clear workflow documentation to reduce errors and support escalations.

Customer Enablement Portfolio Management SLA Product Demonstrations Workflow Documentation KPI Tracking Training Delivery Reporting and Analytics International Trade Finance Processes

Client Success & Recruitment Manager

Excelsis Healthcare Recruitment

Sep 2022 - May 2023 (8 months)

Owned client relationships end-to-end across discovery, requirements definition, fulfilment, and post-placement account management. Reduced time-to-hire by 30% through workflow redesign, improved reporting cadence, and structured stakeholder communication.

Client Success Management Workflow Design Performance Dashboards Requirements Gathering KPI Tracking Account Management

Patient Services Representative

Einstro Technical Services

Feb 2022 - Aug 2022 (6 months)

Supported high-volume service operations handling 80+ cases per week, resolved customer inquiries, and escalated technical issues to ensure timely resolution and accurate data handling.

Customer Support Case Management Triage Escalations Communication

Hospital Management Intern

Mobi Physio

Jun 2019 - Dec 2019 (6 months)

Assisted with clinic marketing strategy and supported patient follow-up and feedback loops. Conducted pharmacy-related activities (e.g., stock audit and billing), supported HR and patient database work, and helped run a social media growth programme.

Social Media Growth Excel reporting Stock Audits Billing Support HR Support

Education

Degrees, certifications, and relevant coursework

The TIPS Global Institute

MSc; MBA, Healthcare Systems and Life Sciences; Entrepreneurship

2016 - 2021

Grade: 6.8/10

Completed dual postgraduate programs focused on healthcare systems, life sciences, and entrepreneurship with coursework in analytics and business management.