Open to opportunities

Roseleena Das

@roseleenadas

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Customer Success & CRM leader specializing in AI automation, onboarding optimization, and churn reduction.

India

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What I'm looking for

I’m looking to lead customer success and CRM automation using AI to improve onboarding, reduce churn, and raise satisfaction—working closely with support, product, and marketing to deliver measurable results and scalable processes.

I’m a Customer Success and CRM professional with 4+ years of experience across SaaS, EdTech, Retail, and Service industries. I focus on lifecycle management that turns customer needs into measurable outcomes—retention, faster onboarding, and improved satisfaction.

In my current role as Customer Success Manager – AI Automation & Customer Success at Unico Studios, I lead customer success initiatives and lifecycle management for 100+ client accounts. I’m working on Bik AI to build intelligent workflows and automation for customer support, onboarding, ticket management, and internal process optimization, including AI-powered workflows that improve response efficiency and reduce manual effort.

I’ve consistently used data and process to drive performance: I maintain CRM hygiene, customer health tracking, KPI dashboards, and retention initiatives. Previously at Byju’s, I led customer success teams handling escalations, retention workflows, and SLA compliance, monitoring KPIs to improve customer engagement, satisfaction, and retention.

I also bring operational and commercial strength from my background in operations management and business development. At Homelane, I reduced operational wastage through inventory management and supply coordination and conducted audits to ensure SOP adherence; at Texzone, I built and maintained B2B relationships supporting recurring revenue. My achievements include improving onboarding efficiency by 22%, managing 150+ customer accounts with 90%+ satisfaction, and reducing escalations by 18% through proactive lifecycle interventions.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Unico Studios

Aug 2025 - Present (10 months)

Led customer success lifecycle management for 100+ client accounts, building AI-driven workflows for support, onboarding, and ticket management to improve response efficiency and reduce manual effort. Streamlined onboarding with automated touchpoints and maintained CRM hygiene, customer health tracking, KPI dashboards, and retention initiatives.

& Customer Success CRM Management AI Workflow Automation Onboarding Efficiency Customer Health Monitoring KPI Reporting Ticketing Support Retention

Assistant Store Manager

Forever New Apparels Pvt. Ltd.

Jan 2025 - Jun 2025 (5 months)

Managed store operations to improve customer experience and ensure audit readiness, merchandising quality, and SOP compliance. Trained and supervised team members to improve productivity and performance while maintaining stock accuracy.

Retail Operations Team Management Merchandising Customer Experience Productivity Improvement

Business Development Manager

Texzone Information Services Pvt. Ltd.

Feb 2024 - Dec 2024 (10 months)

Built and maintained long-term B2B relationships supporting recurring revenue cycles. Conducted market research and competitive analysis and worked with business leaders to gather requirements and deliver tailored solutions.

Business Development Market Research Competitive Analysis Stakeholder Management Requirements Gathering Solutions Delivery Revenue Growth

Operations Manager

Homelane

Feb 2023 - Jan 2024 (11 months)

Oversaw showroom operations to ensure seamless customer experience and service delivery. Reduced operational wastage through inventory management and supply coordination and conducted audits to maintain SOP adherence and operational excellence.

Operations Management Showroom Operations Inventory Management Audit & Compliance Service Delivery process excellence

Assistant Manager (Customer Success)

Byju's

Aug 2021 - Jan 2023 (1 year 5 months)

Led customer success teams managing escalations, retention workflows, and SLA compliance while monitoring KPIs to improve engagement, satisfaction, and retention. Collaborated with marketing and product teams to implement feedback-driven improvements and manage customer portfolios for upsell and product adoption.

& Customer Success Escalation Management Retention Management SLA KPI Reporting Product Adoption Upsell Cross Functional Collaboration