Philip Koshy

Established the customer success function as the first CSM hire, designing onboarding frameworks, playbooks, and health scoring systems. Owned renewals and expansions for 10+ enterprise accounts, achieving ~95% renewal rates and $200K+ expansion ARR.

Oversaw 20+ enterprise accounts as main client contact, maintaining 99% service continuity and SLA adherence. Led three team leads, improved client satisfaction by 35%, and presented findings to CHROs and HR Heads.

Owned enterprise client relationships and full-cycle service delivery for high-priority accounts, aligning internal teams with partner expectations and business objectives.

Spearheaded HR transformation initiatives across a 200+ employee organisation, implementing workforce management processes. Designed HR policies achieving 100% compliance and negotiated permits with government authorities.

Managed administrative operations for an NGO of ship owners, ensuring smooth functioning and support for association activities.

Handled HR and operations responsibilities for a recruitment agency, supporting client and candidate processes.

Led a collections team for US mortgage services, managing team performance and achieving collection targets.

Managed branch operations for a travel agency and courier franchisee, overseeing daily activities and customer service.

Pursued an Executive MBA with a focus on Operations, enhancing strategic and operational management skills.

Completed a Bachelor of Commerce degree, building a strong foundation in business and commerce.