MEGHNA *
@meghna
Customer Success & Product Enablement professional improving SaaS adoption, onboarding, and customer retention.
IndiaWhat I'm looking for
I’m a Customer Success, Product Enablement, and Training professional with 5+ years of experience across EdTech, SaaS, and financial services—driving onboarding, implementations, and ongoing support. I simplify complex platform concepts into learner-friendly trainings, guides, walkthroughs, and support documentation to improve adoption and learning outcomes.
In my current role, I manage 45+ school clients, sustaining ~65–70% annual retention and reducing escalations through structured communication and resolution processes. I administer LMS governance (users, learning paths, assessments, reports, certificates), train 500+ educators/admins/students, and collaborate cross-functionally with product and technical teams to improve customer experience with tight turnaround targets—while also mentoring a team of 10 support executives.
Experience
Work history, roles, and key accomplishments
Customer Success Manager
Navneet Top-Tech
Mar 2023 - May 2026 (3 years 2 months)
Managed onboarding, implementation, and ongoing support for 45+ school clients on the LMS, achieving 65–70% annual client retention through proactive engagement. Trained 500+ teachers/admins/students, improved customer experience with structured resolution processes, and reduced escalations with target response times of 10–45 minutes.
Senior Academic Counselor
UpGrad
Mar 2022 - Dec 2022 (9 months)
Counseled 500+ students to support academic success and personal growth, driving 85% student satisfaction through personalized career guidance and workshops. Managed and escalated complex student complaints, maintaining timely resolutions while tracking lead details and follow-ups in CRM.
Product Specialist
Byju's The Learning App
May 2020 - Sep 2021 (1 year 4 months)
Drove 30% sales growth by leveraging product knowledge to train sales staff and deliver effective product demos. Improved customer satisfaction by 25%, increased upsell opportunities by 15%, and achieved 95% customer retention through tailored support.
Customer Relationship Manager
ICICI Securities
May 2019 - Apr 2020 (11 months)
Achieved 150% of sales targets through strategic account management and strong client relationship building. Implemented CRM-driven process improvements that improved data accuracy, increased retention by 30%, and reduced response time by 40%.
Education
Degrees, certifications, and relevant coursework
Asian Business School
Post Graduate Diploma in Management (PGDM), Management
2017 - 2019
Grade: CGPA 7.6
Completed a PGDM program and achieved a CGPA of 7.6.
IME College
Bachelor of Business Administration (BBA), Business Administration
2013 - 2016
Grade: CGPA 7.3
Completed a BBA program and achieved a CGPA of 7.3.
LVM Delhi
Intermediate (Commerce), Commerce
2011 - 2013
Grade: CGPA 7.3
Completed Intermediate studies with a Commerce stream and achieved a CGPA of 7.3.
LVM Delhi
Matriculation (Secondary School), General Education
2010 - 2011
Grade: 68%
Completed Metric/secondary studies and achieved 68%.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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