Kunal Sinha
@kunalsinha1
Customer success specialist driving onboarding, retention, and scalable SOPs.
IndiaWhat I'm looking for
I’m a customer success and post-sales professional with 13+ years of B2B SaaS experience, specializing in client onboarding, lifecycle management, and process optimization across APAC markets. I focus on end-to-end ownership—from onboarding through retention and renewal support—while keeping escalations down through proactive communication and clear accountability.
At LinkedIn, I serve as the primary escalation point and post-sales owner for enterprise APAC clients. I designed and led a structured mentoring programme for new hires, accelerating onboarding timelines and improving operational readiness across a 10-member team.
I’ve consistently driven measurable improvements: reducing client escalations by 15% through workflow and SOP design, and achieving a 20% improvement in platform performance through cross-functional collaboration with Sales, Product Support, and Engineering. I also track SLA, CSAT, and QA metrics and deliver monthly performance reviews with actionable recommendations to senior stakeholders.
I’m recognized for impact, including the LinkedIn Club Award (2025), Impact Hero Award (3 Quarters), and other performance honours. I’m passionate about continuous improvement—building scalable playbooks, aligning teams through huddles and training, and using data to tell the story of client outcomes.
Experience
Work history, roles, and key accomplishments
Owned end-to-end client lifecycle for enterprise APAC accounts, serving as the primary escalation and post-sales partner for onboarding through retention/renewal support. Reduced client escalations by 15%, built SOP playbooks, and led cross-functional feature launches delivering a 20% platform performance improvement.
Provided daily post-sales support to LinkedIn corporate clients across APAC in a queue-based case management model while consistently meeting daily targets with maintained quality standards. Coordinated with Sales, Learning Solutions, Product Support, Order Management, and Engineering to ensure seamless client experiences using CRM case management tools.
Delivered technical and product support for LinkedIn corporate solutions clients, resolving product inquiries and onboarding new customers via phone and webinar. Maintained accurate interaction documentation and escalated issues to the appropriate departments in response to process, policy, and product changes.
Handled Tier 2 customer complaints and partnered with developers to resolve issues within agreed SLAs. Raised product tickets for critical bugs and managed fraud detection across rides, accounts, and transactions using support case workflow tools.
Social Media Executive
24/7.ai
Jan 2012 - Sep 2014 (2 years 8 months)
Managed social media customer support operations, ensuring timely and accurate responses across digital channels. Supported social media content workflows and platform/brand communication standards to maintain consistent client engagement.
Education
Degrees, certifications, and relevant coursework
Sikkim Manipal University
Master of Business Administration (MBA), Marketing
2025 -
MBA (Distance) program in Marketing, ongoing since 2025 and scheduled to complete in 2027.
Kuvempu University
Bachelor of Science, Information Technology
2008 - 2012
Bachelor of Science in Information Technology from Kuvempu University, completed between 2008 and 2012.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Portfolio
tinyurl.com/4sn7hk32Job categories
Skills
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