Open to opportunities

kiruba lakshmi

@kiruba_lakshmi

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People manager and customer success leader with 7.5+ years building SaaS/enterprise teams and scalable delivery.

India

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What I'm looking for

I’m looking to lead customer success and implementation teams where I can coach, own KPIs (CSAT/NPS), improve SOPs, manage escalations, and drive retention through cross-functional collaboration in remote or hybrid environments.

I’m a Customer Experience and Team Leadership professional with 7.5 years of experience across SaaS, EdTech, and enterprise technology environments. I’ve proven myself as a people manager leading teams of 7 to 25+ across customer service, client success, and implementation, using a player-coach style built around structured coaching and clear KPI ownership.

In my most recent roles, I’ve led customer advocacy and engagement programs end-to-end—identifying high-value advocates using NPS, CSAT, and product usage data, then translating insights into case studies and testimonials that support presales. I also built KPI dashboards to track referrals, engagement, documentation progress, and program impact, while engaging CXOs and education leaders through a Customer Advisory Board.

Earlier, I led client onboarding and product adoption training with 95%+ retention, surpassed quarterly account targets by 120%, and expanded account footprint by 40% within 9 months. I’m equally comfortable driving cross-functional delivery, optimizing CRM workflows, and resolving escalations—shaped by my Amazon experience where I managed SLA adherence and coached 25+ associates while earning multiple customer excellence awards.

Experience

Work history, roles, and key accomplishments

Current

Customer Advocacy Program Lead

Current

Iamneo (An NIIT Venture)

Oct 2025 - Present (9 months)

Led end-to-end execution of the Customer Advocacy Program, coordinating 25+ stakeholders across Product, Marketing, and Customer Success. Designed advocacy using NPS/CSAT and product usage data, built case-study/testimonial collateral for presales, and implemented KPI dashboards to track referrals, engagement, and program impact.

Customer Advocacy Stakeholder Management KPIs Remote Collaboration MS Teams Zoom

Account Manager & Team Lead

JoVE

Sep 2024 - Oct 2025 (1 year 1 month)

Led and managed a team of 12 across client onboarding, product adoption training, and account management through coaching, one-on-ones, and daily workflow prioritization. Drove end-to-end customer engagement and stakeholder alignment, achieving 95%+ retention, and surpassed quarterly targets by 120% while expanding the account footprint by 40% in 9 months.

Client Onboarding Product Training Team Coaching Performance Management Customer Retention Cross Functional Collaboration Account Strategy Prioritization

Key Account Manager & Ops Lead

Indium Software (iXie Gaming)

Mar 2023 - Aug 2024 (1 year 5 months)

Directed multidisciplinary delivery teams and managed milestone tracking, resource allocation, and escalation resolution across client project lifecycles. Optimized CRM workflows for lead management and complaint resolution, identified process inefficiencies, and improved operational efficiency while serving as primary contact for key gaming-sector clients.

Key Account Management Client Operations Escalations Lead Management Process Improvement Stakeholder Management Service quality

Senior Business Development

Indium Software (iXie Gaming)

Oct 2022 - Mar 2023 (5 months)

Identified new business opportunities connecting global gaming publishers and studios, and formulated sales strategies and growth plans. Managed cross-functional coordination across game development life cycles and built retention-focused client relationships by tracking milestones, resolving bottlenecks, and maintaining stakeholder communication.

Business Development Sales Strategy Growth Management Client Relationship Management Cross functional Coordination Retention Partner Management

Senior Catalog Associate

Amazon

Jun 2021 - Oct 2022 (1 year 4 months)

Streamlined catalog operations by eliminating data inconsistencies across high-volume listings through root-cause analysis. Optimized workflows to improve user experience and delivered continuous quality improvements and operational efficiency.

Catalog Operations Data Quality Root Cause Analysis Workflow Optimization Continuous Improvement Operational Efficiency Quality Assurance Process Analysis

Holiday Team Lead

Amazon

Sep 2019 - Jun 2021 (1 year 9 months)

Handled escalation resolution for international customers across India, US, Canada, and UK, ensuring timely SLA adherence during peak periods. Stepped into Holiday Team Manager capacity for 25+ associates, managing scheduling, coaching, and real-time escalation triage, and improved operations using Excel performance tracking.

Customer Escalation Management SLA Team Leadership Scheduling Management Coaching and Mentoring International Customer Support Excel reporting Process Improvement Performance Tracking

International Phones Associate

Amazon

Sep 2018 - Aug 2019 (11 months)

Provided award-winning customer service across global regions including India, USA, Canada, and UK. Collaborated across teams to deliver exceptional outcomes and earned the Customer Obsession Award and Outbreak Award for performance.

Customer Service Phone Support Customer Satisfaction Cross Functional Collaboration Issue Resolution Quality Assurance Case Handling