A B2B SaaS role where I own customers from onboarding through to renewal, work closely with product and sales, and am measured on real outcomes like retention and time-to-value.
Looking for a job
Pranav A
@pranava
Customer Success Manager at SuperAGI (Contlo) who cut customer time-to-value by 53% across 80+ B2B SaaS accounts.
United KingdomWhat I'm looking for
At SuperAGI (Contlo), I managed 80+ SMB, mid-market, and enterprise SaaS accounts representing approximately $150K in ARR. I owned the post-sales lifecycle from onboarding and implementation through adoption, retention, and account growth.
I redesigned onboarding workflows, success milestones, and enablement resources to reduce average time-to-value by 53%, from 29 days to 13.5 days. I led customer onboarding through requirements discovery, configuration, stakeholder enablement, and go-live.
At Freshworks, I supported customer adoption across Freshsales configuration, technical enablement, and support, maintaining 95% customer satisfaction. I also configured CRM workflows and API integrations and supported data migration projects.
I began at Freshworks as a Graduate Trainee, building experience with its products, APIs, DNS, and CRM workflows before progressing to Product Specialist. Earlier, as a Customer Support Executive on the AT&T Project at Sutherland Global Services, I resolved service, billing, and technical issues in a telecommunications support environment.
Experience
Work history, roles, and key accomplishments
SC
Customer Success Manager
SuperAGI (Contlo)
Jul 2024 - Oct 2025 (1 year 3 months)
Managed a portfolio of 80+ SMB, mid-market, and enterprise SaaS customers representing approximately $150K in ARR, owning the post-sales lifecycle across onboarding, implementation, adoption, customer health, retention, and account growth. Reduced average time-to-value by 53% and drove 90% feature adoption.
Customer Success ManagementCustomer OnboardingSaaS ImplementationProduct AdoptionCustomer HealthChurn Risk ManagementRenewal ReadinessRevenue RetentionOpportunity QualificationMBRQBRsExecutive Stakeholder ManagementCustomer TrainingVoice Of CustomerRequirements GatheringBusiness RequirementsCustomer Needs AnalysisUsage Data AnalysisCustomer InsightsData ReconciliationOperational ReportingSolution RecommendationProblem SolvingProcess ImprovementStakeholder ManagementAccount ReviewsRelationship ManagementCustomer EnablementEscalation ManagementCross Functional CollaborationCustomer AdvocacyUpsell And Renewal IdentificationCross Sell IdentificationExpansion OpportunitiesAccount GrowthAdoption Led GrowthCommercial InsightsRetentionB2B SaaSCRM ConfigurationWorkflow AutomationAPI IntegrationData MigrationTechnical TroubleshootingCRM ManagementHubSpotFreshsalesFreshdeskFreshchatIntercomExcelGoogle WorkspaceTableauPostmanShopifyWooCommerceZapierSlackLoomZoomChatGptClaudeGenerative AIAI assisted customer successPromptingCRM Automation
Managed post-onboarding customer relationships across Freshsales configuration, technical enablement, adoption, and support for SMB, mid-market, and enterprise customers, maintaining 95% customer satisfaction. Delivered 10–15 product demonstrations, training sessions, and enablement workshops per month.
Customer Success ManagementCustomer OnboardingSaaS ImplementationProduct AdoptionCustomer HealthChurn Risk ManagementRenewal ReadinessRevenue RetentionOpportunity QualificationMBRQBRsExecutive Stakeholder ManagementCustomer TrainingVoice Of CustomerRequirements GatheringBusiness RequirementsCustomer Needs AnalysisUsage Data AnalysisCustomer InsightsData ReconciliationOperational ReportingSolution RecommendationProblem SolvingProcess ImprovementStakeholder ManagementAccount ReviewsRelationship ManagementCustomer EnablementEscalation ManagementCross Functional CollaborationCustomer AdvocacyUpsell And Renewal IdentificationCross Sell IdentificationExpansion OpportunitiesAccount GrowthAdoption Led GrowthCommercial InsightsRetentionB2B SaaSCRM ConfigurationWorkflow AutomationAPI IntegrationData MigrationTechnical TroubleshootingCRM ManagementHubSpotFreshsalesFreshdeskFreshchatIntercomExcelGoogle WorkspaceTableauPostmanShopifyWooCommerceZapierSlackLoomZoomChatGptClaudeGenerative AIAI assisted customer successPromptingCRM Automation
Built foundational expertise across Freshworks products, APIs, DNS, Postman, CRM workflows, technical troubleshooting, product demonstrations, and customer enablement before progressing into the Product Specialist role. Supported Freshsales customers across ANZ and US markets.
Delivered high-volume customer support in an SLA-driven telecommunications environment, resolving service, billing, and technical issues through structured troubleshooting and root-cause analysis. Consistently met or exceeded response-time, resolution-accuracy, productivity, and customer-satisfaction targets.
Education
Degrees, certifications, and relevant coursework
SRM University
Bachelor of Engineering, Electronics and Communication Engineering
Bachelor of Engineering in Electronics and Communication Engineering from SRM University, Chennai, India, completed in 2020.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
United KingdomAuthorized to work in
Salary expectations
39k-70k GBP
Job categories
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