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Niharika Khullar

@niharikakhullar

Customer Success Specialist at NOVATR who automated HubSpot workflows and built Metabase dashboards to track adoption and operational bottlenecks.

India

Message

At NOVATR, I architected automated user journeys and lifecycle stages in HubSpot, and built Metabase dashboards to track SLA performance, adoption patterns, and operational bottlenecks. I also optimized onboarding and support workflows using HubSpot and Pabbly Connect.

As a Customer Success Associate at NOVATR, I analyzed customer data to surface churn risks and monitored NPS and CSAT feedback for leadership reporting. I tracked and resolved more than 400 active customer records throughout the lifecycle.

At ACCIOJOB, I optimized onboarding workflows, improving process efficiency by 44.5%, and developed Metabase dashboards to analyze adoption. Earlier, I worked on retention analytics and automated Excel trackers at ACCIOJOB, and implemented Zoho CRM at SIG SYSTEMS PVT. LTD.

Experience

Work history, roles, and key accomplishments

Senior Customer Success Specialist

Novatr

Oct 2025 - Dec 2025 (2 months)

Architected automated user journeys and lifecycle stages in HubSpot, enabling personalized behavioral milestone triggers. Built and maintained real-time Metabase dashboards to track SLA performance, adoption patterns, and operational bottlenecks.

HubSpot Metabase Jira Pabbly Connect Workflow Automation Team Leadership SOPs Playbooks

Customer Success Associate

Novatr

Apr 2024 - Sep 2025 (1 year 5 months)

Analyzed customer data to detect churn risks and trends, surfacing key insights to growth teams for retention optimization. Monitored NPS/CSAT health scores and synthesized feedback into structured executive summaries for leadership reporting.

Customer Success Churn Mitigation NPS CSAT Data Analysis Reporting SLA Compliance

Onboarding Manager

Acciojob

Aug 2023 - Dec 2023 (4 months)

Optimized onboarding workflows for large user cohorts, improving process efficiency by 44.5% via enhanced milestone tracking. Developed Metabase performance dashboards to analyze early-stage adoption metrics and feature utilization.

Onboarding Workflow Optimization Metabase Data Analysis Process Improvement

Operations Associate

Acciojob

Nov 2022 - Aug 2023 (9 months)

Spearheaded a retention analytics project, analyzing engagement patterns to reduce user dropout rates by 12%. Built automated Excel trackers to monitor daily customer support performance and facilitate data-driven decisions.

Retention Analytics Data Analysis Excel Customer Support Reporting

Growth and Marketing Associate

SIG Systems Pvt. Ltd

Mar 2022 - Nov 2022 (8 months)

Implemented and managed Zoho CRM, meticulously organizing contacts to achieve a 70% customer retention rate. Conducted targeted lead sourcing and cold calling outreach to engage potential enterprise customers.

Zoho CRM Lead Generation Cold Calling Customer Retention CRM Management

Education

Degrees, certifications, and relevant coursework

Rajdhani College, Delhi University

Bachelor of Arts, Economics

Grade: 6.919 CGPA (First Class Division)

Activities and societies: Core Modules: Statistical Methods, Microeconomics, Macroeconomics, Econometrics Foundations, Mathematical Methods for Economics.

Bachelor of Arts in Economics from Rajdhani College, Delhi University, graduated in 2020 with a CGPA of 6.919 (First Class Division).