pragya mishra
@pragyamishra2
Customer success leader driving retention, product improvements, and revenue growth.
IndiaWhat I'm looking for
I am a strategic, empathetic customer success and operations leader with nine years of progressive experience, including founding a clothing startup and over five years in customer-facing leadership roles. I currently head Operations at Courseplay, managing customer retention and success for 50+ clients across India, Australia, UK, Egypt, Malaysia and other regions, and driving process improvements that reduced resolution time by 30% and boosted productivity by 15%.
I build and lead high-performing remote teams, translate customer feedback into product roadmap improvements, and use data (including SQL and user dashboards) to demonstrate client ROI and deepen executive relationships. My work has resulted in revenue gains, improved NPS, reduced churn, faster onboarding, and industry recognition for product ease of use.
Experience
Work history, roles, and key accomplishments
Assistant Vice President, Operations
Courseplay
Jul 2023 - Present (2 years 3 months)
Head operations for Courseplay, managing customer retention and success for 50+ clients across multiple countries, driving processes that secured $3.2M ARR and improved productivity by 15%.
Senior Manager, Customer Success
Trica Equity
Jul 2021 - Jul 2023 (2 years)
Led Customer Success team at a B2B fintech, onboarding 50+ enterprise clients, improving team effectiveness 30% and reducing attrition from 7% to 3%, while increasing NPS from 7 to 8.8.
PRTerritory Sales Manager
Practo
Jul 2019 - Aug 2020 (1 year 1 month)
Launched Prime Consultation remotely during COVID, onboarding 120 doctors across four cities and consistently achieved 90–140% of monthly sales targets for clinic management and ad products.
Co-Founder
Mystic Edge T-Shirts
Jul 2013 - Jul 2014 (1 year)
Co-founded and operated a clothing startup, overseeing product, operations and go-to-market activities during the company's first year.
AMBusiness Operations Specialist
Performed seller support and operational tasks, recognized as top performer and MVP across multiple months for delivering high-quality operational outcomes.
Education
Degrees, certifications, and relevant coursework
XBXavier Institute of Management Bhubaneswar
Master of Business Administration (Executive), Marketing & Operations
2019 - 2019
Executive Master of Business Administration with specialization in Marketing and Operations; coursework included Business to Business Marketing, Quality Management, Project Management, and Sustainability Marketing.
UBUniversity of California, Berkeley
Summer School
Attended a Summer School program at the University of California, Berkeley.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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