Likhith Kashyap S
@likhithkashyaps
Technical Customer Success Manager driving adoption and retention in cybersecurity and SaaS.
IndiaWhat I'm looking for
I am a results-oriented Technical Customer Success Specialist with over 7 years of experience in cybersecurity and SaaS, focused on customer lifecycle management, onboarding, and retention.
I build and maintain long-term customer relationships, drive product adoption through tailored training and data-driven insights, and collaborate with product and engineering teams to align business outcomes with customer success goals.
At PixFirst I managed 80+ enterprise and SMB customers, led a team of 18 CSMs, and helped increase customer adoption and retention by 10% through QBRs and CSAT/NPS tracking.
I hold an ISO 27001:2022 Lead Auditor certification and leverage tools like Salesforce, Gainsight, Zendesk, Tableau, and Kibana to optimize the customer experience and improve reporting and issue resolution.
Experience
Work history, roles, and key accomplishments
BUOnboarded cybersecurity clients with tailored training to maximize product utilization and led cross-functional feedback loops that accelerated product improvements and improved reporting visibility.
Senior Customer Success Specialist
PixFirst
Oct 2021 - Nov 2023 (2 years 1 month)
Managed a portfolio of 80+ enterprise and SMB customers, led an 18-person CSM team, and drove initiatives that increased customer adoption and retention by 10% while maintaining 85%+ satisfaction.
Customer Success Specialist
PixFirst
Oct 2018 - Oct 2021 (3 years)
Supported end-to-end onboarding and post-implementation for SaaS clients, implemented feedback mechanisms that improved response times by 10%, and drove adoption campaigns to increase engagement.
Customer Support Specialist
Freelance
Jun 2016 - May 2018 (1 year 11 months)
Provided technical support and documented solutions in CRM tools, resolving diverse client inquiries and escalations to improve client satisfaction and knowledge bases.
Education
Degrees, certifications, and relevant coursework
NIE First Grade College
Bachelor of Computer Applications, Computer Applications
2013 - 2016
Completed a Bachelor of Computer Applications program focused on computer applications and software fundamentals from 2013 to 2016.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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