Open to opportunities

Kartik Nagpal

@kartiknagpal

Customer Success Specialist driving onboarding, adoption, and long-term value for B2B SaaS and digital services clients.

India

Message

What I'm looking for

I am looking for a Customer Success role in IT/SaaS or digital services where I can lead onboarding, drive adoption, improve retention, and collaborate cross-functionally for growth.

I am a Customer Success Specialist with 3.5+ years of experience in high-touch, service-led environments, including over a year supporting US-based clients remotely. I specialize in onboarding, day-to-day account handling, issue resolution, and relationship management that drive customer satisfaction and repeat business.

In recent roles I managed end-to-end customer portfolios, led onboarding handovers from sales, conducted regular check-ins, handled escalations, and collaborated with operations and vendor teams to align service delivery with expectations. I monitored customer health indicators, suggested process improvements that reduced repeat queries, and supported upsell and retention efforts.

I am comfortable with CRM and ticketing tools (HubSpot, Zendesk, Freshdesk), collaboration platforms (Slack, Zoom), and use data for simple reporting and tracking. I seek to apply my customer success skills in IT, SaaS, or digital services environments to support implementation, adoption, and long-term customer value.

Experience

Work history, roles, and key accomplishments

Customer Success Specialist

Proton Travel

May 2024 - Dec 2025 (1 year 7 months)

Managed a portfolio of US-based customers end-to-end, leading onboarding, day-to-day support and escalations to drive repeat usage and improve customer experience.

Customer Onboarding Account Management Zendesk HubSpot Escalations Customer Retention CRM

Assistant Manager

Antara Senior Care

Nov 2023 - Mar 2024 (4 months)

Managed daily operations of a premium senior health studio, handled sensitive escalations, and coordinated cross-functional teams to improve member retention and satisfaction.

Operations Management Escalations Customer Relationship Management Process Improvement Empathy

Restaurant Manager

Drooling Chinese

Mar 2021 - Nov 2023 (2 years 8 months)

Led restaurant operations, trained staff on service standards, resolved in-store complaints in real time, and drove repeat visits and revenue growth through improved customer experience.

Team Management Customer Service Complaint Resolution Staff Training Operations Customer Feedback Analysis Service quality

Education

Degrees, certifications, and relevant coursework

Manipal University

Bachelor of Hotel Management, Hotel Management

2016 - 2020

Grade: 7.71 CGPA

Completed a Bachelor of Hotel Management with a focus on hospitality operations and customer service, earning a CGPA of 7.71.

Pathania Public School, Rohtak

Class 12 (CBSE), Senior Secondary Education

2014 - 2016

Grade: 76.2%

Completed Class 12 (CBSE) with a score of 76.2%, focusing on senior secondary curriculum.

Google / LinkedIn Learning / Canva (Certifications)

Certificate, Professional Certifications

Activities and societies: Google – Digital Marketing & E-commerce Specialization; LinkedIn Learning – Strategic Content Marketing; Canva – Graphic Design & Visual Content Creation

Completed professional certifications relevant to digital marketing, content strategy, and graphic design for customer success and marketing applications.