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Mekhla uniyal

@mekhlauniyal

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Customer Success Manager driving product adoption, retention, and value in B2B SaaS environments.

India

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What I'm looking for

I seek a customer-success or post-sales role at a collaborative B2B SaaS company where I can drive adoption, reduce churn, and influence product improvements.

I am a Customer Success Manager with 4+ years' experience in B2B SaaS, focused on onboarding, product adoption, and post-sales relationship management for enterprise and mid-market accounts.

I have driven customer satisfaction through cross-functional collaboration with Product, Engineering, Sales, and Operations, performed root cause analysis for escalations, and supported upsell and expansion efforts. I bring hands-on exposure to conversational AI, prompt engineering, and workflow design, and I use CRM tools like Salesforce, HubSpot, and Zoho along with SQL and Power BI for data-driven insights.

My notable projects include competitive CX platform sentiment analysis and revenue quality analysis; I translate customer feedback into product improvements and actionable roadmap input to maximize long-term customer value.

Experience

Work history, roles, and key accomplishments

Customer Success Manager

SquadStack

Apr 2025 - Aug 2025 (4 months)

Served as primary post-sale contact for enterprise accounts during onboarding and early adoption of AI-enabled contact centre solutions, improving operational handoffs and presenting implementation recommendations to stakeholders.

Customer Onboarding Conversational AI Prompt Engineering Root Cause Analysis Stakeholder Management Customer Health Monitoring Cross Functional Collaboration Power BI SQL

Enterprise Sales Manager

LogicLadder Technologies

Mar 2024 - Jan 2025 (10 months)

Managed 8–9 accounts including multi-location enterprise clients and mid-market accounts, led post-sale onboarding and escalation management, and reduced repeat incidents via root cause analysis and product feedback.

Account Management Onboarding Escalation Management Customer Analytics Churn Prevention Product Feedback SQL

Sales Development Representative

Clootrack

Mar 2023 - Jan 2024 (10 months)

Engaged prospects across US and EU markets to align product solutions with business requirements, documented insights in HubSpot, and surfaced recurring feedback to product teams to improve positioning.

Sales Development Discovery HubSpot Customer Insights Market Research Documentation

Implementation Manager

Vasitum Technologies

Jul 2022 - Mar 2023 (8 months)

Led end-to-end onboarding and early adoption for enterprise customers, developed onboarding documentation and training materials, and improved implementation readiness to reduce time-to-value.

Onboarding Implementation And Training Materials Business Process Mapping Time To Value Customer Enablement Stakeholder Management Jira

Onboarding Manager

WhiteHat Jr

Oct 2021 - Apr 2022 (6 months)

Conducted product demos and onboarding to drive early engagement, analysed demo-to-conversion patterns to identify drivers of successful adoption, and relayed user feedback to improve onboarding processes.

Onboarding Customer Feedback Early Engagement Strategies Training Data Analysis & Customer Success