Open to opportunities

M P

@mp0

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I am a Customer Success leader driving SaaS implementations and retention.

India

Message

What I'm looking for

I seek a senior customer-success or implementation role at a collaborative SaaS company where I can lead go-lives, improve retention through data-driven strategies, and drive cross-functional solutions with opportunities for growth and impact.

I am a strategic, results-oriented Customer Success and Service Manager with over 12 years' experience leading SaaS implementations, technical consulting, and client relationship management. I have driven end-to-end implementation lifecycles, authored business requirement documents and user manuals, and led UAT and Go-Live execution to deliver successful deployments.

I focus on process optimization, retention strategy, and data-driven decision making, using tools like Mixpanel, AppsFlyer and Google Analytics to monitor engagement and upsell opportunities. I collaborate with sales, development and IT teams to resolve issues, improve customer satisfaction, and manage support operations including contracts and license renewals.

Experience

Work history, roles, and key accomplishments

Manager, Customer Success & Services

Greytrix Business Solution Pvt Ltd

May 2021 - Feb 2025 (3 years 9 months)

Led end-to-end SaaS implementation lifecycle including requirements, configuration, UAT, and go-live while managing support operations, renewals, and usage reporting. Coordinated cross-functional teams to resolve bugs, deliver enhancements, and drive retention and upsell opportunities.

Customer Success SaaS Implementation UAT & Go Live Client Relationship Management Renewals Documentation Stakeholder Management Cross Functional Collaboration

Associate, Software Testing

A2GS Pvt Ltd

Jan 2019 - May 2020 (1 year 4 months)

Created test plans and executed usability and pre-release testing, reported defects, and coordinated fixes with development to ensure timely delivery. Validated new features and produced accurate end-user documentation to support releases.

Test Planning Usability Testing Test Execution Quality Assurance Cross Functional Collaboration

Assistant Manager, Data Analyst

Sachar Gaming Pvt Ltd

Feb 2016 - Aug 2017 (1 year 6 months)

Designed retention programs and analyzed campaign performance to drive customer acquisition and loyalty using Mixpanel, AppsFlyer, and Google Analytics. Generated daily MIS reports and segmented data to enable targeted marketing campaigns.

Retention Strategy Mixpanel Appsflyer Google Analytics Segmentation Campaign Analysis

Associate, Customer Support

Indiagames Disney

Jan 2013 - Feb 2016 (3 years 1 month)

Delivered technical support to high-priority clients via phone and email, authored user documentation, and managed content uploads and multi-device testing to ensure product quality. Provided QA testing and issue escalation to maintain service levels.

Technical Support Documentation QA Testing Content Management Escalation Management Client Communication