Ishaan Kohli

At Skai Lama, I built the customer success function from scratch for Shopify apps, using AI workflows to reduce churn by 37%, increase average customer LTV from $1,500 to $2,500, and lift average monthly revenue per user by 15%.

I lead a team of 12 across support, onboarding, and customer success, while scaling agency and affiliate partnerships that contribute 12% of total MRR. I also formalized escalation systems between technical and support teams, reducing turnaround times by 80%.

Previously at MetaForms, I built AWS microservices processing roughly 2,000 tasks daily, automated deployments with GitHub Actions, and created integrations across Zapier, Freshdesk, and HubSpot that saved more than 200 hours per month. WhatsApp-based conversational forms contributed INR 50 Lakhs in revenue.

My experience spans customer success, implementation, operations, partnerships, product building, and software engineering across early-stage teams including DeepSource, Cactro, and IIT Delhi.