Open to opportunities

ruchi parihar

@ruchiparihar

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Data-driven Customer Success Manager driving retention, CSAT, and efficiency.

United States

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What I'm looking for

I want to join a customer-first SaaS/healthcare team where I can use CRM + Agile execution to scale onboarding, improve CSAT/retention, and build repeatable success playbooks that drive measurable efficiency gains.

I’m a data-driven Customer Success Manager with 8 years’ experience in SaaS and Healthcare. I’m known for driving 90%+ retention and 30% efficiency gains through CRM optimization and Agile delivery, while keeping customer operations focused on outcomes like onboarding, engagement, and renewal.

Across roles, I’ve led customer success for 40+ global SaaS accounts (maintaining 90% CSAT), supported 80+ healthcare clients with a 98% retention rate, and delivered tailored EHR onboarding that increased product adoption by 25%. I also bring strong project execution—leading cross-functional teams, delivering ServiceNow and Salesforce CRM implementations, automating reporting workflows, and training 200+ employees—backed by CSM/SAFe and Six Sigma/ITIL4 credentials.

Experience

Work history, roles, and key accomplishments

Current

Customer Relationship Manager

Current

CDS/Hybrid

Apr 2023 - Present (3 years 4 months)

Delivered short-term consulting across SaaS and healthcare clients, leading CRM optimizations and onboarding workflow improvements. Managed Agile project support for short-term engagements, contributing to 20–30% efficiency gains in customer operations.

Customer Success Onboarding Agile Project Support Jira Trello Customer Operations Project Delivery

Enterprise Customer Success Manager

ScaledAgile

Nov 2021 - Mar 2023 (1 year 4 months)

Led customer success for 40+ global SaaS accounts, maintaining 90% CSAT and exceeding customer retention benchmarks. Built a Customer Success Playbook to standardize onboarding, engagement, and renewal practices.

Customer Success CSAT Customer Retention Onboarding Engagement Renewals Success Playbooks

Enterprise Customer Success Manager

EClinicalWorks

Jan 2019 - Jun 2021 (2 years 5 months)

Owned success strategies for 80+ healthcare clients, achieving a 98% retention rate through proactive engagement and solution alignment. Delivered EHR onboarding and training programs that increased product adoption by 25%.

Customer Success Healthcare Client Success Retention Management Healthcare Onboarding Training Programs Product Adoption

Project Manager

San Mateo County

Jan 2018 - Nov 2018 (10 months)

Led an Agile implementation for the ServiceNow platform, improving sprint delivery efficiency by 30% and reducing backlog by 25%. Facilitated Agile ceremonies, supported on-time go-live, and trained 200+ employees to drive platform adoption.

Project Management ServiceNow Agile Ceremonies Sprint Delivery Backlog Management Go Live Planning Training Enablement

Project Manager(Salesforce)

Peer Health Exchange

Jan 2017 - Nov 2017 (10 months)

Led end-to-end Salesforce CRM deployment, increasing donor engagement by 30% through improved data accessibility and outreach tracking. Automated manual reporting workflows, reducing data entry time by 40% and improving reporting accuracy.

Salesforce Donor Engagement Data Access Workflow Automation

Customer Relationship Manager

McKesson Healthcare

Jan 2016 - Nov 2016 (10 months)

Analyzed sales and rebate data for a national account to produce insights for purchasing trends and pricing optimization. Supported margin improvement by 15% through actionable recommendations to senior leadership.

Sales Data Analysis Purchasing Trends Pricing Strategy Margin Improvement Data Analytics

Lead Project Manager

MetroPlus Health

Jan 2014 - Dec 2015 (1 year 11 months)

Managed a $2M enterprise project and a cross-functional team of 10+ members, delivering ahead of schedule and reducing operational costs by $200K+ through process optimization and resource planning. Led 10+ PMO professionals, improving company operations and customer service delivery and increasing client satisfaction by 15%.