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Nikita Chachra

@nikitachachra

Message

I’m a Customer Success & Operations manager boosting onboarding and revenue with data-led lifecycle management.

India

Message

What I'm looking for

I want to own SaaS customer lifecycle outcomes—faster onboarding, stronger engagement, and measurable revenue growth—while optimizing support workflows and mentoring teams. I’m happiest partnering cross-functionally and using data to continuously improve.

I’m a Customer Success and Operations professional with 4+ years in SaaS, focused on “end-to-end customer lifecycle management, revenue growth, and process optimization.” I work across onboarding, engagement, renewals, and upgrades—turning customer feedback into measurable improvements.

I’ve delivered concrete outcomes: cutting customer onboarding cycle time by ~80%, reducing first response time from 24 hours to under 60 minutes, and shortening average resolution time (ART) from 3–4 days to 24–48 hours. In my most recent B2C subscription work, I generated $7,000–$8,000 in monthly expansion and renewal revenue and increased customer engagement from ~40% to ~80% through redesigned touchpoint cadence and targeted lifecycle campaigns.

I’m also hands-on with operations and team development—streamlining escalation handling workflows, managing customer communications and service continuity, and mentoring new hires to shorten ramp-up time and lift productivity. I partner cross-functionally with Product and Operations to improve the service experience, and I continuously upskill through industry courses and webinars to stay current with best practices.

Experience

Work history, roles, and key accomplishments

Current

Operations & Customer Communications

Current

Shubham Industries

May 2025 - Present (1 year 2 months)

Managed customer communications and order fulfillment for a family-run business, maintaining service continuity during relocation. Redesigned order-tracking and issue-resolution workflows to improve turnaround time and operational efficiency.

Order Fulfilment Order Tracking Resolution Workflows Process Optimization

Customer Success & Ops Specialist

Shvasa

Jan 2022 - Apr 2025 (3 years 3 months)

Owned the end-to-end customer lifecycle for a B2C subscription base, supporting onboarding, engagement, renewals, and upgrades. Delivered expansion and renewal revenue, significantly improved onboarding and response/resolution metrics, and trained new Customer Success hires.

Customer Success Management Customer Lifecycle Onboarding Retention Lead Nurturing Programs Renewals Upselling Cross Selling Escalation Handling Lifecycle Management

Customer Service Manager

Mindhouse

Apr 2021 - Dec 2021 (8 months)

Led a remote customer support team across chat, email, and phone channels while owning SLA adherence for critical escalations. Improved customer experience metrics and managed refunds and retention conversations, while coaching agents and reviewing weekly performance trends.

Remote Customer Support Customer Support SLA Management Escalation Handling CSAT Customer Retention Refund Management

Customer Service Associate

Mindhouse

Jan 2021 - Mar 2021 (2 months)

Handled account operations including verifications, cancellations, upgrades, and modifications while maintaining accurate customer records. Resolved product-related complaints through root-cause identification and coordinated fixes to closure, and produced CSAT and recurring-issue reports.

Customer Account Management Verification Cancellations and Changes Root Cause Analysis Customer Complaint Resolution CSAT Recurring Issue Analysis