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@sagarsahani
Customer Support & Success leader scaling SaaS operations, improving retention and driving product adoption.
I am a Customer Support & Success leader with 6+ years scaling SaaS operations in high-growth environments, building and leading global teams, and optimizing workflows to drive measurable improvements in NPS, CSAT, and retention. I have managed 35+ enterprise and mid-market accounts, contributed to product roadmaps by translating client feedback, and sustained SLA compliance during rapid client-base growth.
My hands-on experience includes implementing triage workflows that cut resolution time, introducing SOPs that reduced escalations, building Salesforce dashboards for client health and renewal visibility, and spearheading a fintech vertical that enabled significant transaction volume. I collaborate cross-functionally with product and engineering to boost adoption and reduce churn risk while mentoring teams and improving onboarding efficiency.
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Work history, roles, and key accomplishments
Grubbrr Systems Pvt. Ltd
Jun 2023 - Sep 2025 (2 years 3 months)
Led a 15-member global support team handling 1,000+ monthly tickets, introduced L1/L2 SOPs that cut escalations 18%, and built Salesforce dashboards to improve client health visibility and retention across a 35+ account portfolio.
Grubbrr Systems Pvt. Ltd
Jan 2023 - Jun 2023 (5 months)
Coordinated Agile sprints and SaaS deployments for enterprise clients, acted as client liaison to align milestones with expectations and ensured on-time delivery.
Grubbrr Systems Pvt. Ltd
May 2021 - Mar 2022 (10 months)
Resolved technical issues via Salesforce case management, exceeded CSAT targets (>90%), mentored new hires to reduce onboarding time by 30%, and served as acting shift lead.
Hexagon Innovation Pvt. Ltd
Jun 2019 - May 2021 (1 year 11 months)
Built reseller partnerships across India, Africa, Middle East and UK, generated ₹13+ lakhs in revenue, and enabled ₹5 crore in transactions across 50+ institutions by partnering with payment gateway providers.
Degrees, certifications, and relevant coursework
Bachelor of Technology, Civil Engineering
2013 - 2019
Completed a Bachelor of Technology in Civil Engineering with coursework and projects aligned to engineering fundamentals and applied practices.
Software and tools used professionally
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