Open to opportunities

Nikita User

@nikitauser7

Message

Customer Success and Operations leader driving growth, retention, and team performance.

India

Message

What I'm looking for

I am looking for a senior role in Customer Success or Operations where I can lead teams, drive customer retention and growth, implement data-driven improvements, and mentor talent within a collaborative, growth-oriented company.

I am a results-driven Customer Success and Operations leader with over 11 years of experience delivering measurable improvements in retention, engagement, and operational efficiency. I consistently drive performance through strategic planning, coaching, and cross-functional collaboration.

Throughout my career I’ve led teams across Customer Success, CRM and operations, deploying AI-enabled solutions, scaling onboarding programs, and improving CSAT and knowledge scores. At Adobe I helped secure over $1M USD ARR and drove notable product adoption growth.

I specialize in mentoring and building high-performing teams, reducing handling times, and improving process and data visibility using tools like Salesforce, Gainsight, Tableau and MS365. I take pride in converting underperforming groups into top contributors through targeted coaching and performance analytics.

I seek to bring my blend of customer advocacy, operational rigor, and strategic execution to an organization that values measurable customer outcomes, continuous improvement, and collaborative leadership.

Experience

Work history, roles, and key accomplishments

Manager - Customer Success

Altisource Business Solutions

Nov 2024 - Sep 2025 (10 months)

Led and mentored the CRM team, raising average CSAT by 15% and implementing AI-driven call evaluation and sentiment analysis to improve quality monitoring and onboarding documentation.

Customer Success Team Leadership CSAT Onboarding CRM Sentiment Analysis

Manager - Customer Success and Growth

Adobe Systems

Jul 2022 - Aug 2024 (2 years 1 month)

Managed SMB and mid-market accounts, exceeding targets to secure over $1M ARR and drove ~40 enterprise conversions while increasing new product adoption by 40% across key accounts.

Account Management Customer Onboarding Sales Enablement CRM Customer Engagement

Resident Expert

American Express

Mar 2021 - Mar 2022 (1 year)

Mentored a team of 18 agents to improve CSAT by 15%, reduced customer handling times by 20% and provided data-driven insights that improved issue resolution times by 25%.

Coaching Performance Management CSAT Process Optimization Data Analysis Reporting Team Leadership

Interim Team Leader

American Express

Feb 2019 - Mar 2021 (2 years 1 month)

Led a team of 12-15, delivering a 1125 bps improvement in team performance, boosting productivity by 35% and reducing attrition by 20% through targeted coaching and performance tracking.

Team Leadership Coaching Performance Improvement KPI Tracking Productivity Optimization Action Planning

Reporting Specialist

American Express

Feb 2018 - Feb 2019 (1 year)

Generated and published daily reports to monitor key metrics, improving data visibility by 25% and analyzed large datasets to drive a 15% increase in operational efficiency.

Reporting Data Analysis Tableau SQL Dashboards Performance Monitoring

Subject Matter Expert

American Express

Dec 2017 - Jan 2018 (1 month)

Designed and delivered onboarding programs for new hires, accelerating ramp-up by 20% and achieving a 95% certification rate within 90 days while earning a 4/5 coach rating.

Training Delivery Onboarding Curriculum Design Coaching Certification Facilitation

Master CCP

American Express

Jul 2015 - Dec 2017 (2 years 5 months)

Implemented new customer engagement strategies that increased customer retention by 20% and enhanced overall service experience.

Customer Retention Customer Experience Stakeholder Management

Manager - Guest Relations

Hotel Rupam

Jun 2014 - Jul 2015 (1 year 1 month)

Promoted hotel amenities to drive a 30% sales increase and secured partnerships that raised joint bookings and revenue by 20%.

Guest Relations Promotion Partnership Development Revenue Growth Customer Service Hospitality Management

Operations Manager

Khushiyaa Events & Ent

Jan 2013 - Jun 2014 (1 year 5 months)

Managed vendor relationships and procurement to reduce costs by 10% and led a team to increase productivity by 25% and ensure on-time project delivery.

Operations Management Vendor Management Procurement Cost Optimization Team Leadership Project Delivery Event Operations

Education

Degrees, certifications, and relevant coursework

Maitreyi College, University of Delhi

Bachelor of Commerce (Honours), Commerce

2010 - 2013

Grade: 63.5%

Completed Bachelor of Commerce (Honours) with an aggregate score of 63.5% between June 2010 and June 2013.

Institute of Company Secretaries of India (ICSI) - Executive Program

CS Executive Program, Company Secretarial / Paralegal

2011 - 2012

Completed the Company Secretary Executive-level program (Executive certification) between December 2011 and June 2012 in the paralegal/secretarial domain.