Nishant Balasubramaniam
@nishantbalasubramani
I lead onboarding and lifecycle programs for B2B SaaS, turning product data into higher upgrades, retention, and advocacy.
IndiaWhat I'm looking for
I’m a senior Customer Success & Lifecycle leader with 6+ years of experience in B2B SaaS, building data-driven onboarding, retention, and lifecycle automation systems from the ground up. Currently, I’m Head of Onboarding at a YC-backed B2B SaaS, where I built the product data infrastructure and a lifecycle framework (MAP → Value → Habit → Advocacy).
At the core of my work is turning behavioral signals into an operating system for CS decisions. I integrated PostHog with internal CRM, built the SQL analysis layer, and operationalized a 4-stage lifecycle framework—driving free-to-paid upgrades from 66% → 90% (stable 6+ months), reducing onboarding churn from 16% → 5%, and lifting Shopify onboarding review conversion from 5% → 40% while improving app store rating to 4.9 in under 6 months.
I also scale onboarding through automation and AI in production, including WhatsApp automation & broadcast playbooks and automated milestone nudges, call-booking, and review-request sequences (saving ~20 hrs/month per onboarding manager). I lead teams through change with measurable outcomes—transitioning and hiring during a major restructure with zero dip in upgrade/churn metrics—and I’ve introduced AI-driven coaching using Read.ai + Claude (MCP) to generate meeting summaries and coaching focus areas.
Experience
Work history, roles, and key accomplishments
Head of Onboarding & Activation
Zoko
Nov 2024 - Present (1 year 8 months)
Owned the end-to-end onboarding lifecycle, retention, and review strategy, and built the first product & revenue data stack from scratch. Improved free-to-paid upgrades (66%→90%), onboarding churn (16%→5%), Shopify review conversion (5%→40%), and app store rating to 4.9 in under 6 months.
Co-founder & Strategic Operations
FitEngineers
Apr 2021 - Sep 2024 (3 years 5 months)
Co-founded a science-based fitness company and owned operations, client strategy, and retention. Served 500+ professionals by designing minimal-commitment routines intended to improve client metabolic markers.
Manager, Onboarding Team
Almabase
Jan 2024 - Mar 2024 (2 months)
Managed and led an onboarding team, owning enterprise onboarding delivery and team performance. Owned executive-level communication for accounts totaling $1.5M+ ARR.
Onboarding Specialist
Almabase
Jan 2023 - Jan 2024 (1 year)
Founding member of the onboarding function, managing onboarding for 40+ US enterprise customers. Reduced onboarding timeline from 4 months to 4 weeks and maintained 4.7/5 CSAT while moving customers from post-sale to activation.
Assistant Manager, Special Projects
ITC Tobacco Division
Jul 2019 - Mar 2021 (1 year 8 months)
Led a ~$10M utility-scale solar initiative and delivered on time despite multi-stakeholder complexity. Increased green-energy share from 27% to 100% at key sites, cut project costs by ~$450K, and generated ~$550K/year savings via energy-exchange procurement.
Education
Degrees, certifications, and relevant coursework
Hello PM
AI Product Management, AI Product Management
2026 -
AI Product Management training at Hello PM covering AI infrastructure fundamentals and applied product teardowns.
NIT Warangal
Bachelor of Technology, Chemical Engineering
2015 - 2019
Grade: CGPA 8.29/10
BTech in Chemical Engineering at NIT Warangal, graduating with a CGPA of 8.29/10.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
Interested in hiring Nishant?
You can contact Nishant and 90k+ other talented remote workers on Himalayas.
Message NishantGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
