Open to opportunities

Jayakrishnan Rajesh

@jayakrishnanrajesh

Customer Success leader driving retention, adoption, and operational excellence for US enterprise SaaS and fintech accounts.

India

Message

What I'm looking for

I’m looking for a Customer Success role where I can lead remote teams, own enterprise onboarding and retention, and drive measurable NPS/SLA improvements with strong client communication and process optimization.

I’m a Customer Success professional with 7+ years of experience managing high-value US enterprise clients across SaaS, consulting, and financial services. I drive client retention, adoption, and account health through proactive relationship management, structured onboarding, and operational excellence.

Recently promoted to Team Lead, I manage a team of 3 remote professionals serving multiple US clients, and I’m known for helping my business “move faster while freeing up many hours a week.” I’ve delivered uninterrupted EST-hours operations from India and consistently earned recognition, including “34 Five-Star Client Excellence Ratings” and consecutive “Star of the Month” awards.

My hands-on approach spans Salesforce CRM, Sage Intacct, Freshdesk, Smartsheet, and HubSpot, with strong capabilities in escalation/risk management, SLA/NPS performance, and cross-timezone delivery. I also invest in continuous improvement, including Freshdesk certification and a “Gainsight Customer Success Certification—In Progress,” to strengthen how teams execute and clients succeed.

Experience

Work history, roles, and key accomplishments

Current

Online Business Manager & Team Lead

Current

Wishup

Mar 2022 - Present (4 years 3 months)

Led a remote team of 3 professionals and managed end-to-end onboarding for new US SaaS and consulting accounts. Maintained client operational readiness across Sage Intacct, Salesforce, Freshdesk, and LMS workflows, earning 34 Five-Star Client Excellence Ratings and Star of the Month awards in 2024 and 2025.

Remote Team Leadership Client Onboarding Salesforce CRM Sage Intacct Freshdesk Smartsheet Account Health Monitoring Lead Generation A B Testing

Online Reputation Manager

KFintech

Jun 2021 - Feb 2022 (8 months)

Owned online reputation strategy across social media, app reviews, chat, and email for a financial services organization serving 500+ corporates and 25M+ investors. Improved NPS using structured response frameworks, service recovery protocols, and cross-functional escalation workflow enhancements.

Online Reputation Management Social Media Monitoring Compliance Coordination Customer Service Operations

Senior Customer Service Rep

Synchrony Bank

Aug 2020 - Jun 2021 (10 months)

Managed collections and dispute resolution for US credit card portfolios supporting $100B+ managed receivables. Negotiated repayment structures balancing recovery targets with customer retention goals, contributing to improved delinquency metrics through customer-focused engagement.

Collections Management Dispute Resolution Credit Card Portfolios Customer Retention Strategy

Customer Support Executive

Sitel India Private Ltd

Oct 2018 - Aug 2020 (1 year 10 months)

Delivered complex customer support for UK and US portfolios, including multi-leg international booking resolution for Trainline. Drove consultative customer acquisition for Earthlink ISP and achieved Best NPS of the Month in 2019.

Customer Support Complex Booking Resolution Consultative Sales Lead Qualification

Education

Degrees, certifications, and relevant coursework

SRM University

Bachelor of Business Administration (BBA), Digital Marketing & Strategic Business Management

Pursuing a Bachelor of Business Administration (BBA) with a specialization in Digital Marketing and Strategic Business Management, expected to complete in 2026.