Keerthana User
@keerthana_j
I drive B2B SaaS adoption, retention, and expansion across customer lifecycles.
IndiaWhat I'm looking for
Customer Success Maestro | Builder of Adoption, Retention & Growth Engines | Jack-of-all-Trades in SaaS Execution
I don’t fit into a single CS definition—I expand it.
I work across B2B SaaS ecosystems in the US, EU, and APAC, owning what happens after onboarding and turning it into what happens next in growth. My focus is simple: ensure customers don’t just use the product—they realize value from it continuously.
I operate across the full spectrum of Customer Success:
- Driving adoption like a product strategist
- Spotting churn risks like a data detective
- Handling escalations like a problem solver under pressure
- Running business reviews like a growth partner
- Aligning Product, Sales & Billing like an internal conductor keeping every note in sync
But execution is only part of the equation.
I build systems that scale success—help centers, self-serve journeys, and customer communities that reduce dependency while increasing impact. I translate usage patterns and customer behavior into insights that influence product direction and business decisions.
I’m at my best in high-accountability environments where Customer Success is not reactive support—but a growth engine.
Because at the core, I’m not just managing customers.
I’m designing how they succeed.
Experience
Work history, roles, and key accomplishments
Managed a global portfolio of 80-100 EU/UK mid-market and enterprise customers with $1.8M-$2.5M ARR, driving 95%+ gross retention and strong product adoption. Led onboarding, QBRs, and lifecycle engagement programs, reducing time-to-value by ~20% and improving product utilization.
Member of RevGenius, a community for revenue professionals.
Customer Success Manager (Founding CSM)
Turnsapp Inc.
Feb 2023 - Mar 2025 (2 years 1 month)
Built the Customer Success function from the ground up, establishing onboarding, lifecycle management, retention, and expansion frameworks for a ~200 US-based SaaS customer portfolio with $800K-$1.2M ARR. Reduced churn by 15-20% through data-driven risk identification and health scoring models.
Managed Customer Success for US-based B2B SaaS customers, owning onboarding, adoption, renewals, and expansion conversations across SMB accounts.
Acted as the primary point of contact throughout the customer lifecycle, guiding customers through product usage, addressing risk early, and maintaining consistent engagement to support retention.
Ran regular customer check-ins and reviews, translating
Health and well-being
Career Break
Oct 2022 - Jan 2023 (3 months)
Took a career break for health and well-being.
Customer Success Executive
Outplay
May 2022 - Sep 2022 (4 months)
Delivered end-to-end onboarding, implementation, and ongoing customer support for SaaS customers, improving CSAT by 25% through structured onboarding and proactive engagement. Managed customer tickets, technical issues, and escalations, ensuring SLA compliance and timely resolution.
Managed financial operations and invoice processing workflows, ensuring accuracy and compliance with global accounting standards. Reduced invoice discrepancies by 20% by identifying process gaps and implementing structured quality control mechanisms.
-Led a dynamic team, ensuring comprehensive understanding of crucial metrics including Bad Scan, Delivery Success Rate (DSR), Pay Link, and Cash to Digital (C2D), resulting in a 15% improvement in overall team performance.
-Championed digital payment process education, empowering associates to navigate complexities with finesse, resulting in a 25% reduction in errors and discrepancies.
Led delivery associates and monitored daily operational KPIs including DSR, attendance, route efficiency, and digital payment adoption. Coordinated with warehouse and logistics teams to ensure timely dispatch and efficient last-mile delivery operations.
Education
Degrees, certifications, and relevant coursework
Sri Sairam College of Engineering
Master of Business Administration - MBA, Finance and Operations
2019 - 2021
Sri Sairam College of Engineering
Master of Business Administration, Finance and Operations
2019 - 2021
Pursued an MBA in Finance and Operations, gaining expertise in financial management and operational strategy.
JUSTICE BASHER AHMED SAYEED COLLEGE FOR WOMEN
Bachelor of Commerce - BCom, Bachelor of Commerce in General
2016 - 2019
Justice Basher Ahmed Sayeed College for Women
Bachelor of Commerce, Commerce
2016 - 2019
Completed a Bachelor of Commerce with a general focus in commerce.
Justice Basheer Ahmed Sayeed College for Women
Bachelor of Commerce, Commerce
2016 - 2019
Completed a Bachelor of Commerce degree, building a strong foundation in business and accounting principles.
AMM School, Kotturpuram
HSLC, Business/Commerce
2014 - 2016
AMM School, Kotturpuram
Higher Secondary School Certificate, Business/Commerce
2014 - 2016
Completed higher secondary education with a focus on business and commerce.
Alpha Matriculation Higher Secondary School
2002 - 2014
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Social media
Job categories
Skills
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