Jyotsana kumari
@jyotsanakumari
Customer Success and RevOps leader using data-driven automation to drive adoption, retention, and revenue growth.
IndiaWhat I'm looking for
I’m a customer success and business analysis professional with 13+ years of experience across customer success, customer success operations, and revenue operations. I drive adoption, retention, and revenue growth by partnering with stakeholders and building scalable, data-driven solutions that improve the customer experience.
In recent roles, I led automation of CSAT and NPS survey workflows in Salesforce and rebuilt executive reporting to cut turnaround time from 2 weeks to 5 days, while improving response capture and dashboards. I’ve also managed 100+ accounts with a 95% retention rate, advised on $3M+ ARR accounts, and identified upsell/expansion opportunities worth $100K and $85K—supporting 43% revenue growth.
Experience
Work history, roles, and key accomplishments
Business Consultant
Designer Women’s Ethnic Wear
Jan 2025 - Present (1 year 5 months)
Managed end-to-end vendor and supplier identification, evaluation, procurement, and onboarding to ensure quality and cost efficiency. Led website requirements gathering, coordination with marketing/engineering, end-to-end testing, and built a social media presence to drive customer engagement.
Automated CSAT and NPS workflows in Salesforce, reducing costs by 10% while improving feedback capture and follow-up consistency. Built 360° customer insight dashboards (improving satisfaction by 15%), migrated feature requests from Asana to Jira to cut processing time by 30%, and revamped the Executive Business Review process to reduce turnaround time by 50%.
Served as trusted advisor for 10+ enterprise accounts ($3M+ ARR), increasing platform adoption by 25% through tailored onboarding and engagement. Drove revenue growth via $100K upsell and $85K expansion opportunities, achieved 95% retention within 12 months, and stabilized 5 high-risk accounts by resolving escalations with Product and Engineering.
Zonal Customer Success Head
Embibe
Oct 2018 - Jun 2021 (2 years 8 months)
Oversaw 85+ accounts (~$2M ARR), supporting product launches across B2B, B2C, and B2G that impacted 3.4M+ students and 200+ clients. Improved renewal rates to 81%, achieved >85% net retention across three quarters with 20% higher engagement, raised CSAT from 65% to 85%, and supported sales with POCs/demos contributing to 43% revenue growth.
Developed an enterprise platform with automation, reducing operational effort by 15%. Created GTM collateral and sales demos to help generate $338M in revenue with a 23% win rate, and integrated a sales support COE to cut turnaround times to 2–5 business days.
Gathered and translated business and network requirements for inter-operator connectivity solutions, supporting a €300M network modernization program. Created BRDs/FRDs and user stories, performed capacity analysis that contributed to a 27% reduction in customer complaints, and supported cross-functional teams through UAT.
Education
Degrees, certifications, and relevant coursework
XLRI Jamshedpur
PGDM - GM, General Management (PGDM-GM)
Completed the PGDM-GM program at XLRI Jamshedpur in 2016.
Anna University
Bachelor of Engineering (B.E.), Electronics and Communication Engineering (ECE)
Earned a B.E. in ECE from Anna University, graduating in 2009.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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