Open to opportunities

neenu sajan

@neenusajan

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Customer Success & Operations leader driving retention, onboarding, and adoption in SaaS and EdTech.

India

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What I'm looking for

I’m looking to lead customer success and operations in SaaS/EdTech, owning onboarding, adoption, escalations, and business reviews while partnering cross-functionally to improve retention and operational excellence.

I’m a Customer Success and Client Experience professional with 7+ years of experience managing strategic client relationships across SaaS and EdTech. I focus on customer onboarding, product training, stakeholder engagement, and long-term account growth.

In my current role as AVP Customer Success & Operations, I lead customer success and operations for educational institutions and key accounts. I manage client escalations within agreed service levels, run business review meetings, and partner cross-functionally to improve product adoption and satisfaction.

I also build teams and strengthen operations through succession planning, capacity building, and process improvement, including HR operations like hiring, onboarding, appraisals, and employee development. Earlier, I served as a Customer Relationship Manager and supported technical implementation and training for the Edu Reportz platform.

Experience

Work history, roles, and key accomplishments

Current

AVP Customer Success & Operations

Current

Rubrix Analytics Pvt. Ltd.

Jan 2023 - Present (3 years 6 months)

Lead Customer Success and Operations for educational institutions and strategic client accounts, including onboarding, product training, adoption sessions, and stakeholder engagement. Manage client escalations, run business reviews, and drive retention, team development, and operational excellence.

Customer Success Management Operations Management Customer Onboarding Product Training Customer Adoption Stakeholder Management Client Escalation Management Service Level Management Client Business Reviews Relationship Management Customer Retention Cross Functional Collaboration Succession Planning Capacity Building team development HR Operations Hiring Onboarding Employee Development

Customer Relationship Manager

Rubrix Analytics Pvt. Ltd.

Jan 2021 - Jan 2023 (2 years)

Served as primary point of contact for client communication, managing customer relationships and driving onboarding and training to improve platform adoption. Handled feedback, complaints, escalations, and business reviews while supporting retention, upselling, and cross-selling initiatives.

Customer Relationship Management Client Communication Customer Onboarding Training Programs Platform Adoption Complaint Handling Escalation Management Client Business Reviews Process Improvement Customer Retention Upselling Cross Selling

Assistant Manager Operations

Takyon System Solutions Pvt. Ltd.

Jan 2014 - Jan 2016 (2 years)

Coordinated project communication between customers, management, and development teams while managing customer requirements and support requests. Prepared MIS reports and meeting minutes, handled stakeholder communication, and supported escalation management and project status tracking.

Project Coordination Requirements Management Support Management Project Tracking Meeting Minutes Stakeholder Management Escalation Management