Open to opportunities

Ravinder Lalwani

@ravinderlalwani

I am an individual with highest ownership, accountability, responsibility and last but not the least - Objective oriented and feedback driven

India

Message

What I'm looking for

I am seeking a senior customer success or operations role where I can scale CS teams, drive retention and revenue, lead cross-functional initiatives, and deliver measurable business outcomes.

Results-driven proactive professional with diverse experience in enhancing customer service and

satisfaction through customer centricity. Proven ability in resolving intricate challenges and driving initiatives that lead to sustained customer loyalty and business growth.

Experience

Work history, roles, and key accomplishments

Current

Tech CS Lead

Current

ADIT

May 2025 - Present (9 months)

Lead a team of 10+ Customer Success Managers overseeing 2,000+ accounts worth $8M+, reducing churn below 1.02% and driving 10% month-over-month retention improvement through onboarding and proactive engagement.

& Customer Success Account Management Onboarding Churn Prevention Retention Strategy Cross Functional Collaboration Escalation Management Customer Adoption

Senior Customer Success Manager

Birdeye

Sep 2024 - May 2025 (8 months)

Managed 40+ accounts across a $1M portfolio, drove gross revenue retention via health forecasting and conducted strategic QBRs to identify expansion opportunities and demonstrate customer ROI.

& Customer Success GRR Account Management QBRs Strategic Consulting Expansion Sales Stakeholder Management

Team Lead, Client Success

Phreesia and Rayden Interactive

Apr 2023 - Aug 2024 (1 year 4 months)

Managed client success team handling 120+ accounts across a $5M portfolio, led escalations and at-risk account management, and drove QBRs that consistently achieved quarterly revenue targets.

Team Leadership Account Management Escalations QBRs Mentoring Retention Strategy

Senior Analyst, Client Success

Rayden Interactive

Jun 2022 - Mar 2023 (9 months)

Managed 27+ high-value accounts, exceeded booking objectives by 120%+ quarterly, and led an Auto Promote Provider project that contributed $1M+ in revenue (2022–2023).

Account Management Upselling Revenue Growth QBRs Performance Tracking

Student Success Specialist

BYJU'S

Mar 2022 - May 2022 (2 months)

Supported student engagement and learning outcomes through mentoring and content facilitation to improve retention and satisfaction.

Student Engagement Mentoring Facilitation Retention Performance Monitoring

Service Account Manager

WhiteHat Jr

Oct 2021 - Mar 2022 (5 months)

Managed customer relationships and retention across an assigned portfolio, focusing on satisfaction and renewal outcomes.

Account Management Customer Retention Relationship Management Renewals Communication Customer Onboarding

Customer Service Manager

Fareportal

Jan 2019 - Dec 2020 (1 year 11 months)

Led customer service operations driving service quality and was recognized with Customer Excellence Club award for performance.

Customer service management Operations Performance Management Quality Assurance Team Leadership

Operations Associate

WNS

Mar 2018 - Jan 2019 (10 months)

Performed operations tasks supporting service delivery and received internal recognition for performance improvements.

Operations Process Improvement Customer Support Performance Tracking Communication Quality Control Ticketing Systems

Education

Degrees, certifications, and relevant coursework

Middlesex University Dubai

Bachelor of Business and Marketing (Hons.), Business and Marketing

2011 - 2014

Completed a Bachelor of Business and Marketing (Hons.) program focusing on business and marketing principles, preparing for roles in marketing and customer-focused operations.